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Article: Offshore and in fashion: companies are saving money by using offshore call centres. (Retail Services).
- Article from:
- The Banker
- Article date:
- December 1, 2002
- Author:
CopyrightCOPYRIGHT 2002 FT Business. This material is published under license from the publisher through the Gale Group, Farmington Hills, Michigan. All inquiries regarding rights should be directed to the Gale Group. (Hide copyright information)
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Contact centres have become one of the primary touch points for retail banking customers today Yet banks are struggling to provide the fast, user-friendly service that so many expect of their trusted service provider.
Many have attempted to improve service times by using technology solutions in the contact centres, but consumers do not like automated voice response systems, or menu-driven, computer-integrated telephony Yet continual pressure on margins is increasing the need for lowering costs.
For many large organisations, the high costs of real estate and skilled labour have led them abroad to find cheaper land and labour. Call centre outsourcing is ...