I have written on this topic before, and I was getting ready to blog about it again today, when an industry collegue shared a very interesting piece she recently wrote. I thought I would share it wth you today. It is from Lauren Carlson, a CRM Analyst from Software Advice.
In December 2011, a bill was introduced to Congress that, if passed, will refuse federal grant or guaranteed loan programs to companies that have offshore call center operations. The U.S. Call Center and Consumer Protection Act, or H.R. 3596, will also require all offshore call center employees to reveal their location to U.S. consumers and give them the option to be transferred to a U.S.-based call center. The primary purpose of the bill is to provide more jobs to qualified U.S. workers.
Those companies that do offshore their call centers do so for obvious financial reasons. It is typically more cost-effective and results in reduced overhead costs, as well as provides companies the ability to scale up or down accordingly. But what if those same things could be achieved by hiring onshore? Below, I’ve highlighted three companies that have developed smart alternatives to the offshore call center that not only keep costs down, but also prevent your company from feeling the pain of H.R. 3596.
See the complete article at http://blog.softwareadvice.com/articles/crm/alternatives-to-your-offshore-call-center-1040412/. By Lauren Carlson, a CRM Analyst from Software Advice, a free online resource for service software buyers.
I hope you enjoy it as much as I did. Thanks Lauren.