Outsourcing - on the way out?
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Posted Tue 4 March 2008 @ 6:02 a.m. by Ernie Newman
Has outsourcing had its day? Yes, according to a speaker I listened to a few days ago in London at the annual conference of TUANZ's sister group, the Communications Management Association.
Bruce Everest, Emerging Technologies Director of Avaya, told his audience that businesses had come to recognise Customer Service representatives as "the eyes and ears of the business." He saw a real trend to move away from outsourcing and bring the contact centre back inside. "Gone are the days of outsourcing to India," he said.
Other presenters at the conference also touched on contact centre isues although they were not the primary focus. One talked in detail about teleworking and noted that a venture into teleworking by British Telecom had resulted in the sick leave taken by staff working from home being 63% below that of their desk-bound colleagues.
By the way - those interested in flexible work practices will find this link useful.
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