Comments on: Outsourcing Is NOT The Answer

By: Jobseeker@Jobs

Jobseeker@Jobs — Tue, 24 Mar 2009 06:52:03 +0000

Effective outsourcing requires more that just hiring a bunch of people in another country. A thorough research effort by competent business analysts is necessary to capture all of the business requirements and to devise metrics to insure that the offshore effort is effectively and economically meeting all of the business needs. Even that seemingly simple first step can be time consuming and expensive. The bulk of most employees’ jobs consists of undocumented processes that the employees usually can’t even coherently describe. Combine that with employee unwillingness to help analysts eliminate their positions, and the effort to capture and document those processes can be very problematic.

By: InvestorBlogger

InvestorBlogger — Sun, 30 Nov 2008 11:32:27 +0000

That was an interesting solution: a call center in the native country! What a novel idea! Too often admin and bosses look at the upfront costs, without considering the full costs of relocating. If you rip companies out of their root cultures, there's no guarantee that the quality assurance will remain; the money leaves; and people no longer associate with the company. It loses its regional quality. Perversely a factor that is becoming increasingly important in a global world. Localness is the new chic.

By: Richard

Richard — Sat, 18 Oct 2008 17:09:49 +0000

It seems that you did not read the article, just the title. the case that I listed had us paying the same cost of less by keeping the call center agents in country.

By: NS

NS — Sat, 18 Oct 2008 16:50:28 +0000

Outsourcing saves money… Love it Or hate it, and which business would not want to save some money.

Yes it messes things up, if you do not manage it well. Ousourcing needs proper management, monitor and control. It may or may not work for having the call centre outsourced which needs just 100 odd people for business in single country, but it surely works for large business span across the world which needs 1000 or more people and the business needs support 24 x 7.

If I am the customer, I wont care who is taking my call, as long as I am getting my solution.

By: Kevin@Great Wall of China Facts

Kevin@Great Wall of China Facts — Mon, 13 Oct 2008 00:39:50 +0000

I hate outsourcing. It just messes everything up. I am glad you just summed up everything. Great Article man!

By: Alec Satin@team project manager

Alec Satin@team project manager — Sat, 11 Oct 2008 12:05:51 +0000

Hi Richard,

Fascinating story. Never knew that you could ask the agents to, “…turn off the recording for your privacy”.

At some point there has to be a consumer backlash against poor quality customer service. It’s too coincidental that the overall deterioration of the last 10 years has happened at the same time that so much of this work has been outsourced.

How many times have you been told to reinstall Windows as the solution to a software or hardware problem? This happens to me every time I call for support for my laptop (company T***).

What can we do to support a business environment that encourages companies to honor (a) their employees, (b) their customers, and (c) their shareholders – in that order? THAT would be a true productivity, creativity, service and quality revolution.

Alec

By: Green Communities

Green Communities — Wed, 01 Oct 2008 23:29:25 +0000

I think you summed up this very well,

“Consider what is best for your client overall, not just the cost. You may be surprised to find that a call center in your own city”

It’s always better to look in your own backyard first, then weigh the options closely before putting your business, brand, and reputation in the hands of outsource channels.

By the way Richard, I would love for you to send me a picture of the recycleable bags you use in france! I would like to put it on my WalMart post.
Great post,