Cos moving out of outsourcing business

NEW DELHI: Outsourcing vendors could see more and more clients move back customer service work onshore or in-house, according to the Black Book of Outsourcing’s latest report. While telecom firm Orange UK recently announced plans to stop outsourcing call centre work to India, banks like New Zealand’s ANZ National and UK’s Lloyds TSB have in the past said no to offshoring contact centre work. In its 2008 State of the Industry Report, the Black Book noted, “Companies are bringing parts of their customer service back onshore and even in-house, because it is a key part of the customer experience.” As part of its new strategy, Orange UK had recently announced that it would move back call centre work done in India to centres in the UK. Stating its goal of being the best-loved telecom company in Britain, CEO Tom Alexander said, “To reach that goal, we need to give our customers consistent quality, quality of network, products, service and experience.” Says ExlService president & CEO Rohit Kapoor, “The India offshoring story is intact though companies will reshuffle processes and portfolio. Customer service has always been more sensitive and BPOs have to look beyond just voice based work to high end services like analytics and risk advisory services. This is absolutely key to retaining clients.” Read more Article...