Quote:
Originally Posted by Stuart C
I disagree. Why? Simple. The main reason for not using Western labour is cost. Companies (be they Sky, VM, any of the banks etc) outsource their call centres because it appears cheaper. Car manufacturers tend to move production to countries where it is cheaper. Beyond the obvious physical differences, it is actually the same concept. Why do you think a lot of manufacturers are looking to build factories in China? It isn't because they are trying to help the Chinese. Why do you think Ford Dagenham has largely closed down and Ford have moved production of the cars it used to produce to eastern bloc countries? Because it is cheaper.
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On the other hand, Dell in the US found that moving their business support call centres to India to be a a disaster. in the end it cost them tens of millions of dollars in lost customers, because people phoning for support couldn't understand the cust. support agents.... Once the contract period was up, Dell moved its US call centres back to the US and thus clawed back some of its lost market share.... I'd say thats a triumph of the customer v's a companies bottom line....