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outsourcing in general

Steven Broadbent
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Joined: Dec 10, 2002
Posts: 400
Just saw a news item here about one of the british banks that is keeping it's call centre here rather than sending it to India.
Some facts I jotted I down :-
UK staff resolve 25% more queries than indian counterparts.
UK staff stay for 3 years, indian staff 11 months.
Spokesman said that the potential benefits do not outweigh the potential risks. He also said the service in general from indian call centres was lower.
Interviewed by Jon Snow, a guy from Wipro said that before too long they would be aiming to have MMR and Cat scans outsourced.


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HS Thomas
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Joined: May 15, 2002
Posts: 3404
Which bank was that ? One starts the rest follow..
HS Thomas
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Joined: May 15, 2002
Posts: 3404
Obviously not HSBC
Missed the Channel 4 news but guess it must be Royal Bank of Scotland that's staying put. It's a younger bank after all but if it proves cost-effective their shareholders will take the decision to off-shore eventually.
"Royal Bank of Scotland has promised not to move any of its jobs, even though it has conducted a positive study into "offshoring". "
[ January 12, 2004: Message edited by: HS Thomas ]
Stephen Pride
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Joined: Sep 14, 2000
Posts: 121
Originally posted by Steven Broadbent:
UK staff stay for 3 years, indian staff 11 months.

Lost in all the offshoring debate is this item. With the flood of jobs into India, et al, I wonder what the turnaround rate is/will be for companies? IOW, suppose I am an employee in India and work at Company 'A' making (in US currency) $15K. I have been there 6 months, and notice there is an opening at Company 'B' making $20K. I've asked my superior for a raise, but won't be eligible, or won't get one, for a long time. So I apply and get offered the position at Company 'B'. Company 'A' will therefore have to either make do with the loss or hire someone else and train that person in my previous position. I'm not sure if this is happening, and if so, at what scale, but it would add to the overall cost of mass offshoring work. IOW, this could be one of those potential "unseen" costs companies don't realize.


SCJP
Steven Broadbent
Ranch Hand

Joined: Dec 10, 2002
Posts: 400
It was Nationwide.

The thing that sticks in my craw about all this is that I saw the terrible unemployment in the north during the 80s and heard people like Tebbit and Thatcher telling us that we had to embrace the service culture etc.
Call centres were held up as the new growth industry - now the workers are being dumped again.
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Sheriff

Joined: Aug 26, 2000
Posts: 10065
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Glen Cai
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Joined: Aug 24, 2002
Posts: 121
Is this just a beginning?
http://www.washtech.org/wt/news/legislative/display.php?ID_Content=4642


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subject: outsourcing in general