Combined ops the key for call centres

UK companies will continue to outsource call centres, but will combine
offshore operations with UK-based activities, new research claims.

Analysis of the call centre market by consultants CM Insight, shows that companies
outsourcing to India are keeping some UK operations.

Managing director Mike Havard said: "It is safe to say that work which
is complex, involves a large amount of cultural contextualisation, or relies on
a direct interface with other centralised business processes is unlikely to
leave the UK."

However, he predicts UK call centre operations that have no offshore
capacity will find it harder to compete.

Call centre operators in India, meanwhile, are well aware of the need for
high-quality service.

Sign up to our weekly round-up of HR news and guidance

Receive the Personnel Today Direct e-newsletter every Wednesday

Email(Required)

OptOut

From time to time, we will send you emails about selected products, events and services from Personnel Today and OHW+ - but you can choose to opt-out at any time. If you do not wish to receive these emails, please tick this box.

Phone

This field is for validation purposes and should be left unchanged.

Δ

Raman Roy, chairman and managing director of Wipro Spectramind, India’s
largest call centre outsourcing company, told Personnel Today lower costs will
initially drive call centre work abroad, but simply paying less was not enough.

"It is the value. We believe they will come for the lower price, but
they will stay for the quality of the service," he said.