[tcaconsulting]

Mathew:

All good questions....with some surprising answers!

As you know outsourced call centres are springing up all over the globe...and at times in the most unlikely places.

From a client perspective...and for the most part...pricing will not be affected. Operators do this to protect their margins as the industry becomes more and more commodity driven. Those that do slash their prices are in the "commodity" business and will likely deliver a "generic" service for your customers. End value in these situations is usually questionable along with the stability of the supplier organization.

The outsourced business has evolved such that they are no longer "service agencies" taking\making calls for everybody and anybody. Credible players have carved out core competencies in specific vertical industries and strive for value-added excellence within the core verticals they serve.

Unfortunately, the business still operates on thin margins....so even these niche players will claim to "do it all". It is up to the client to decipher where the core competencies really are.

More information is required about your needs therefore, in order to ensure you get what you need. We spend a lot of time helping companies through this process and answering the very same question you have raised.

Please feel free to contact me if you would like to discuss this in more detail.

Regards,

Eric Young
President