TMCnews Featured Article

It’s the weekend, and it’s time for a round up of all the news in call center outsourcing. Let’s see what the headlines brought us this week.

A special report this week detailed the latest trend in outsourcing. Rather, the latest is known as “unsourcing,” where companies that are creating online communities in order to power peer-to-peer support to users. Basically, customers can get answers to their problems online via forums, or social media like Facebook and Twitter (News - Alert).

Unsourcing can save a lot of cost for companies when it comes to call center services. Gartner highlight that user communities can drive down support costs up to 50 percent.

Read the full report here.

In other headlines, a report takes a look at the U.S. Call Center and Consumer Protection Act, which “protects U.S. jobs by barring companies that outsource overseas from government grants or loans, ‘discouraging’ companies from accepting tax cuts only to later outsource their call centers, and granting U.S. consumers the option to speak with an American representative at their request,” it says.  

Will this new act be the death knell for call center outsourcing? Read the full analysis here.

A Bermuda-based insurance company recently tapped CSC (News - Alert) for an additional five-year contract to utilize CSC’s BPO (business process outsourcing) services. CSC will continue to provide a customized BPO offering including full back-office services and technical support.

"Our outsourcing relationship with CSC has enabled Northstar to cost-effectively modernize our operations, strengthening our ability to introduce new products quickly and enhance our existing variable and fixed product offerings," said Gary M. Dombowsky, president, Northstar Financial Services Ltd, in a statement.

Last but not least, a special report details how call center outsourcing is not slowing down in the Philippines.

“The Philippines is set up very nicely from an economic perspective in terms of the cost of running an operation there, which provides an opportunity for any organization that is looking to offshore to lower its costs in order to serve its clients,” said Steve Barker, group general manager of the Asia-Pacific division at Sitel, an icon in the call center space.

Filipinos are fully acculturated to the American lifestyle from a very young age, including learning American English in school, the report says, another reason why the country is a hotspot for call center outsourcing processes.

Details for the report can be found here.

That’s it for this week’s call center outsourcing week in review. Be sure to visit the call center outsourcing community for all the latest headlines.