Call Centers, Outsourcing, India
Call centers are passé: Outsourcing shops are moving fast into higher-paying businesses
01 Sep 2006 | (Thinking Point)
Americans, it seems, hate calling a help desk or customer service number to find an Indian on the line. Well, guess what, America? India doesn't particularly want to talk to you, either. As India's top companies get more sophisticated at taking over outsourced work from U.S. and European multinationals, they're finding that the lowest end of the business -- call centers -- just doesn't pay anymore. "Call centers have become commoditized," says B. Ramalinga Raju, chairman of Satyam Computer Services Ltd. Advertisement
Like almost everyone, Indian operators dislike dealing with abusive customers frustrated by shoddy service. But more important, India's leading outsourcing shops say their U.S. corporate clients continually try to ratchet down prices, which inevitably drives down the quality of service they can provide. So lately, Indian outsourcers have begun turning down call center contracts, preferring better-paying deals for processing mortgages, handling insurance claims, overseeing payrolls, and more.
To see the full Business Week article, click here
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