A few years ago outsourcing of calls to India seemed like a good idea to reduce cost.
But there has been a really big customer backlash against it.
Today there was an announcement that BT is to bring 2,000 call centre jobs back to the UK.
http://business.timesonline.co.uk/tol/business/article6715544.ece
Do you think that other companies should follow BT's example?
I think some of the banks could take a look at themselves.
It seems morally suspect to me that the UK tax payer bails them out and then some of those same tax payers are made redundent by the banks whilst similar roles (not just call centre) are outsourced to other countries.
Of course there are cost saving arguments in a number of areas but they don't always come to fruition when taking into account the amount of re-work which is sometimes required, additional supervision & monitoring, extended project time causing go-live delays and customer dissatisfaction with the service.
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