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TMCnet's Call Center Outsourcing Week in Review

TMCnews Featured Article

May 05, 2012

TMCnet's Call Center Outsourcing Week in Review

By Tracey E. Schelmetic, TMCnet Contributor

It's time for a wrap-up of the week's events in the world of call center outsourcing.

This week, both Florida's Ocala City Council and the Marion County Commission voted to invest approximately $2.5 million to Sitel Worldwide Corporation, a well-known call center outsourcing provider, in order to create 500 full-time call center jobs to Ocala, Fla. The Ocala Workforce Connection's economic impact analysis model projects that the site will generate approximately $13.7 million in new earnings for the community.

Read more here

Reach, part of the Paltel Group, and the Holy Land Christian Ecumenical Foundation (HCEF) have joined hands to open a call center outsourcing location in Bethlehem. The new call center is located in HCEF's Ecumenical Center for Research and Development, which also houses the HCEF Bethlehem Office and provides a meeting space for training sessions and seminars.

Read the full article here.

Even with the still-sluggish economy, the online job market surged in the first quarter of 2012, powered mainly by a strong uptick in business process outsourcing (BPO) and virtual assistant jobs, according to a new report from More than 170,000 online positions were added to Freelancer job boards in Q1 of 2012, up from just 130,000 in the previous quarter. says the increase in online job listings can ironically be attributed to the stagnant economy, giving hiring managers greater reason to look to contractors as viable alternatives.

Read the full story here.

The Republican National Committee (RNC) held a media conference today with the goal of attacking President Obama on his economic record, and point out the continued high levels of unemployment in the U.S. And they did it using a call center based in the Philippines, according to the Chicago Sun-Times. The RNC has tried to defend itself by pointing out that the call center in question works for Verizon (News - Alert). For its part, the wireless carrier has been attacked for closing down multiple U.S. call centers and shipping jobs overseas.  

Read more here.  

According to the Communications Workers of America, many corporations engaged in contact center outsourcing activities are engaged in creative tax dodging schemes. Despite these, these same companies rely on U.S. taxpayer money to subsidize the off-shoring of American jobs. This, according to the CWA (News - Alert), is a particularly disturbing component of the recent revelations about the USAID participation in the Filipino training program that uses U.S. tax dollars to train overseas agents to take jobs from U.S. call center agents.

Read more here.

Whether or not to outsource customer care services is a tough, albeit certainly not a new decision facing senior-level executives. When deciding how to deliver the best customer service, begin by asking “Is providing customer care a core competency of my organization?” If not, then establishing a partnership with a customer service expert may be a way to free up resources and allow the organization to focus on other areas, while improving the quality of service.

Read the full article here.  

That's all for this week in call center outsourcing. See you again next week!

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