One of the first areas to try and cut costs is in the number of supported employees. One of the biggest drains on all cash flow for the organization: the contact center.
As a result, the trend over the past decade has been on contact center outsourcing to a firm overseas or building facilities offshore that will still be part of the parent company, all in an effort to reduce capital spent on manpower. These alternative locations were very attractive as they promised lower overall costs and a skilled and educated labor pool that would work for a fraction of their American counterparts.
While offshoring contact center operations and agents appeared to have too many benefits to ignore, many organizations jumped too soon without examining the overall implications of such a move.
