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.

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.

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