Offshore Call Centres

This comedy video sums up what lots of people think about being served by call centres situated overseas. It may not be big or clever, but it is quite funny. There is no moral to the story, but it does raise the question of where to draw the line in off-shoring services…

To balance things up a little here is a promotional video for call centres hosted by the Philippine Long Distance Telephone Company.

Prejudice against overseas outsourcing can often be irrational. There is no doubt that some of the resistance stems from more base aspects of the human psyche: racism, xenophobia, and nationalism. On the political level, protectionism is also a factor, though I am of the opinion that cutting costs and investing in jobs in developing economies is a win-win in the long run. I can sympathise that creating the global village of people talking to each other from opposite sides of the planet challenges our instinctive understanding of community. The risks are significant: the reduced operational costs have to be balanced against both the transformation costs and the potential adverse reaction of customers. The wise business will proactively manage these risks during any offshoring exercise. Which means they need to maintain excellent communication between the people who understand the customers and expectations and the people who will be supporting them overseas. Which, rather ironically, means flying those people backwards and forwards so they can work together in person. That it in itself tells us something about the difficulty of creating a community of people who are geographically distributed.

Eric Priezkalns
Eric Priezkalns
Eric is the Editor of Commsrisk. Look here for more about the history of Commsrisk and the role played by Eric.

Eric is also the Chief Executive of the Risk & Assurance Group (RAG), a global association of professionals working in risk management and business assurance for communications providers.

Previously Eric was Director of Risk Management for Qatar Telecom and he has worked with Cable & Wireless, T‑Mobile, Sky, Worldcom and other telcos. He was lead author of Revenue Assurance: Expert Opinions for Communications Providers, published by CRC Press. He is a qualified chartered accountant, with degrees in information systems, and in mathematics and philosophy.