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Join Date: Jun 2012
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| | Re: Hi from Strategic Outsourcing Solutions
Originally Posted by ABC
Hi & welcome.
I think there are definitely legs to your idea. 10 years ago I implemented a huge offshore outsourcing (offshoring) project in Australia when I worked in a consulting firm. The idea took over 2 years to germinate. Happy to say project went well and still going well. The bonus was not just the cost advantage but calibre of people (tertiary qualified) they were able to attract.
Experience on that project suggest that the scope of work needs to be well defined prior to sending offshore. However, this should be the principle regardless of whether the outsourcing is on or offshore.
Since then, whenever I have discussed this with other clients, there are the usual objections - quality, the desire to do (or be seen to do) the Australian thing amongst them. The former can be overcomed by providing examples of work. Even though I have seen it work, I would not send any of my work out unless I have seen evidence of consistency and quality. This is particularly true of any work that may end up in front of a client (eg desktop publishing).
Thanks for your comments. You are exactly right & people are starting to come round to the idea..... When businesses do make the switch the savings can be huge, we helped 1 business save $1.5 million last year - whilst increasing their performance! Also, examples of work are definitely a powerful tool to get people over the line. We have actually been offering a free trial to our potential clients, so they can feel the water - it works well, considering it removes all risk (for the client)
Regarding the tertiary qualification - this is something I find myself quoting daily.... In Australia the average Call Centre agent is 23 years old and has 4 years high school education, in The Philippines as an example, the average Call Centre agent is 23 and has 4 years University education. The other major difference is that in The Philippines, working in a Call Centre is a prestigious job that the employee can be proud of... quite different to Australia unfortunately.