Observations-on-Operations Interactive: Where in the World Are Call Centers Going?

[Moderator]

The Observations-on-Operations Interactive segment is a variation of the regular Observations-on-Operations article found at http://www.callcenterops.com/newsletter.htm.

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Several major research firms, such as Gartner and Forrester Research, have published data outlining that certain jobs (e.g. call center and IT jobs) are heading to countries like India. Recent articles, published in Headliners, confirm the trend. Managers are no longer limiting the work that is outsourced oversees to simple transaction-type work but are moving more complex work oversees.

What trends do you see within your company? Is your call center on the verge of moving oversees? Do you see this as a threat or an opportunity? Provide your perspective.
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Moderator
CallCenterOps.com

[Inesr]

There is a definitive trend in outsoucing to countries such as India and Puerto Rico. Outsourcing overseas to India, Puerto Rico, or any other available option, is an excellent way of reducing labor costs. I strongly believe that this is the way to go if a company is looking for ways to reduce expenses and increase revenues.

[brags11]

Major corporations in the US for instance AT&T and others are taking American jobs overseas. This occurred in manufacturing jobs etc.

Does anyone know how we are going to replace these jobs? We take the jobs overseas and do not care about those in the US

[Please Hold]

Yikes!

Thankfully, my company is not headed overseas, nor do they have any intention on doing so currently. There certainly is a trend to take call center jobs overseas. Infact, AT&T customer service has practically moved all of their call centers to India and to the Phillipines (sp?). Unfortunately, these jobs are NOT coming back. Once India or Phillipines becomes too expensive, they'll farm them out to China, and I assume eventually African nations will get these jobs (great for those people and economy). Monetarily, this makes sense for the companies and stock holders, but for the American economy (& workers) it -----. Part of the problem is the free trade agreement between USA and other countries. These jobs will continue to go away. If your center is in danger of closing, see if there are opportunities to move with the company, if not, then start saving your $$.