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Call Centers

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Thursday, February 24, 2005


Line56.com: Call Center Skills: Mix and Match

Line56.com: Call Center Skills: Mix and Match:

Think about how to combine offshore and onshore to best effect; with skills in decline everywhere, you'll have to get better at this sooner or later

Thursday, February 17, 2005
Skills are declining, across industries and geographies, so in the long term businesses need to think very carefully about how they can assemble the optimal mix of human capital.

This is an excellent context in which to think about offshore and onshore staffing issues. Click here to find out more!

Take call centers, for example, and break them up into skill as well as cost tiers. The lowest cost tier is going to be occupied by offshore companies, but this doesn't mean that you should send business there indiscriminately. That's because the call center employee is on the front line with customers, and needs to be treated as part of a strategic revenue generation unit rather than a simple cost center."

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