Just When You Hadn't Heard Much News About Outsourcing...<< Introducing Vovici (voh-VEE-see) | Main | Holiday Customer Service Email Response Performance. Shame On You. >> Zachary McGeary | August 06, 2007, 12:05 PM With their recent acquisitions of call centers in Reno, Ohio, Mumbai-based Tata Group now brings us "insourcing". Their 250 person call center answers calls for Expedia. The advantages of "insourcing": Some companies feel hearing a fellow American makes callers feel more comfortable. Other foreign firms think Americans bring a more entrepreneurial attitude to their work. In Expedia's case, its call-center workers need a firm grasp on U.S. geography. Interesting indeed. These US-based reps will cost you a rough 40 percent premium over "outsourced" reps. |
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