Articles about outsourcing

While there is little data to suggest that your customers will pack up shop and flee to your closest competitor just because you’ve sub-contracted a foreign contact centre, there is substantial evidence to demonstrate that, in the long term, you could lose even your most loyal clients if you fail to provide the quality of [...]

A survey has indicated that 65% of customers didn’t care where their calls were handled, as long as they were handled well. 
Jo Causon from the Institute of Customer Service argues that if you export bad practices overseas, you will still get bad customer service.

Rob O’Malley looks at the changes that have happened to overseas call centres.
He highlights a growing aversion to risk, a decline in India and potential growth in Eastern Europe.

The outsourcing market has changed quite dramatically over the past few years.  In this article, Chris Colyer gives his opinions about the direction that outsourcing is moving.

You can spend a fortune on outsourcing your call centre functions – even more if you get it wrong and have to start all over again. Call Centre Helper talks to nine experts from the outsourcing and consultancy world.

Do you worry about how much control you have over your outsourced activities? Elliot Littlechild says all that could be about to change with the development of Microsoft.NET

A lot has been speculated about how India is the passing, current or next big thing in call centres. But in a rapidly maturing market what is really going on on the ground? In the latest of our series of internatinal focus articles, three LimeBridge alliance members give their views.