An Easy Call to Make

Doing business overseas may not seem like an attractive proposition right now, but companies have no qualms about using offshore call centers, according to Forrester Research Inc.’s third report in its CRM Status series, “Consultants and Offshore Satisfy Users.” Of the 111 large North American firms surveyed, nearly a fourth plan to outsource their call center operations this year, a 50% jump in the number of companies that report outsourcing those activities in 2002. Although only 12.6% of the respondents expect to move their call centers offshore in 2003, 90% of the businesses that already use foreign facilities plan to boost their usage. The researchers caution that for U.S. merchants considering offshore outsourcing, the best option is to begin with e-mail and then go on to Web chat and phone, because the latter two service channels are becoming more expensive to staff overseas and difficult to monitor for quality.

“Over the next 15 years, 3.3 million jobs will move offshore to lower-cost regions like India, the Philippines, and China,” notes the Forrester report. “While many of the initial efforts focus on cost reductions, most firms using overseas providers are pleased with the quality levels.” For more information, visit www.forrester.com.

Partner Content

The Gift of Wow: Preparing your store for the holiday season - Netsuite
Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?
3 Critical Components to Achieving the Perfect Order - NetSuite
Explore the 3 critical components to delivering the perfect order.
Streamlining Unified Commerce Complexity - NetSuite
Explore how consolidating multiple systems through a cloud-based commerce platform provides a seamless experience for both you, and your customer.
Strategies for Maximizing Mobile Point-of-Sale Technology - NetSuite
Learn the top five innovative ways to utilize your mobile POS technology to drive customer engagement, increase sales and elevate your brand.