Outsourcing

[Matthew]

Hello.

We have been discussing the possibility of outsourcing some prospecting, lead generation and customer service work - both inbound and outbound.

I was wondering where are the hottest (most affordable) outsourcing markets right now.

I've spoken to a few people recently and some have mentioned Canada and Northern Ireland. Does anyone have suggestions as to areas or compnaies to outsource to?

Thanks.

[mikejackson]

I have worked extensively in the India marketplace. If you are interested in working with group with US experience and international connections please contact me.

[Tom Naras]

Matthew -

There are many competent, affordable outsourcers that are in the U.S. and Canada. I would select an outsourcer that specializes in the industry that you are in, not just any outsourcer that has stations and agents (at a cheap price).

Oh yeah, I can give you some insight (and real life, humorous stories) of outsourcers that are located in places such as India, Pakistan, Philippines, and Irleand.

Feel free to email me at tnaras@cox.net if you have any questions.

Tom

[richb2]

Matthew, outsourcing is great. I just want to suggest to you that you hire agents with American english accents, wherever they are located. Those of us who have lived in the USA for any period of time can easily tell the difference, and there is a big backlash coming against outsourcing jobs out of the USA. It may fly if you are calling CA and NY only, but if you are calling the heartland, watch out for your company's branding and image.

[SOA54]

Matthew,

My company does business to business telesales or telemarketing. We do not consider ourselves a "call center" but rather a way for you to outsource a professional inside sales department either for inbound or outbound calls. We do not refer to ourselves as "agents" because we are more than that. We are an extension of your own sales and marketing efforts. We have done work for Fortune 500 companies for the purpose of lead generation, lead qualification, product launching, surveys, and of course sales and marketing. If you would like to discuss this further, please contact me.

Thank you.
Kevin O'Neill
Square One

[ttreacy]

I represent a medium size outsourcer based in Canada. We have facilities on the East Coast of Canada and a client base covering many verticals including ISP, cable, wireless, tourism, software, banking and retail. If we are not a god fit for your specific requirements, I will refer you on to an organization that is. Call me to discuss. Tim Treacy 416-727-4040

[sanjay-L]

Hi Mathew


We are a call center consulting firm. We could assist you in outsourcing your call center activities to rooms in the UK or India. Let me have the details of the activities to be outsourced.Pls mail me at digitaldts@sify.com

[Clint]

Matthew,
I would be glad to give you my insight also regarding the outsource process, costs by market locations and applications, criteria to focus and other general trends.

Clint Sesow
csesow@sales.calltech.com
402-486-4608

[akshaykr]

Dear Matthew,

We have Many Centres in India, working for our Clients in the States and Europe.

If you are Interested in Outsourcing, I'll be able to assist you in finding the Best Quality Seats for your Operations, at Phenomenal Cost Savings.

Let me Know your thoughts.

[richb2]

My wife recently told me of calling to order a christmas present from a catalog. The person who answered (in India) asked how to spell "Ann". My wife (with her best American accent) had to repeat it 5 times, "Ann, Aye, en, en, ANN, AYE EN,EN...". She did buy the present but told me that she will never buy anything from that catalog again. Even my 79 year old mother switched long distance phone companies, because the customer service person (in India) "spoke English" but really couldn't communicate. My mother said they kept saying her name "Yes. Mrs. B, Yes. Mrs. B", but there was a lack of "empathy?". Is that the right word? I don't mean to get down on India specifically. It just seems that this example is coming up all of the time.

[Alan Clayton]

Consider the Caribbean. A much more pleasing accent, the costs are low , and the quality is high.

Lets talk

Alan

[mbpandey]

Hi! Matthew,

I think if you want to outsource processes then India has emerged as the best destination over a period of time.

Most of the big MNCs like GE, GM, BA, Citibank, etc. have come to India to outsource their processes and they are very much successful.

If you want I can send you some good reports, which can provide you more insight.

We, R Systems International, is a global software engineering and ITES services company. After earning excellent credentials in the field of Offshore software development from last 12 years, R Systems International has diversified itself in the BPO operations. At present, we have 100 seater BPO facility in Noida, India, which is expandable to 350+ at a very short notice and it can be customised as per the requirement of the client.

Since we are CMM Level 4 (Assessed for Level 5) and ISO 9001:2000 certified, you can assure you of one of the best quality in India.

To know more about us, you can visit http://www.rsystems.com

I look forward to understand your opinion.

Regards,
Manish Pandey
manish.pandey@rsystems.com

[mmilburn]

Hi Matthew,

Let me introduce NuComm International to you.

We are...

- ISO 9001 Registered
- Currently providing customer care (I/B & O/B) services to several large North American corporations.
- 5 sites located in Ontario, Canada and one in India
- One of Canada's 50 Best Managed Companies: 2001 & 2002
- 1,100 seats
- 2,200 employees

I would be pleased to tell the rest of the NuComm story to you at your convienence.

Looking forward to hearing from you.

Regards,

Martin Milburn
Account Executive
NuComm International
877-637-2615 E. 5047
martin.milburn@nucomm.net
www.nucomm.net

[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

[soni]

We are into outsourcing business to Indian call centers We provide inbound/outbound campaigns to the Call centers.
if you have any business to be out sourced to the call centers,either inbound or outbound.Plz contact on outsourcing@usa.com