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What are your concerns and questions about outsourcing ?

Author Message
dinsan
Member
#1   Posted: 31 Mar 2006 10:05
 


Hello,

I am thinking about writing an article about outsourcing ....the concerns and questions that you have when you think about outsourcing. It will be great if you can give me points related to outsourcing to India and outsourcing of webhosting support

Financial concerns ?
Technical concerns ?
Information Security ?
Keeping control over support system ?

Please let me know the questions...I would like to search in to them and of course I will let you guys know after I finish the article

kmandra
Member
#2   Posted: 4 Apr 2006 06:25   Edited by: kmandra
 


In my last company as the Customer Service Manager, we started outsourcing just our live chat to India. We were an online retail fulfillment company who handles many high end fashion lines. We had thought, great this will save us a ton of money and there won't be any problems with communication and hard to understand accents, they're just typing...

Shortly after I had left the company I tested out their live chat service only to find out that I took typing for granted and "Bob" from India was harder to understand via chat than on the phone. His typing skills were not up to par nor did he seem to understand my initial question. It was a mistake, because the India team could not consult and "shop" with our customers like our in house team could. I noticed a few days ago, the chat line was removed from all of the websites we supported. Outsourcing doesn't give the customer the "I am here to help you" feeling. If the customer just needs a tracking number and not style tips, then sure go for it.

dinsan
Member
#3   Posted: 6 Apr 2006 12:50
 


So K mandra,

You will be looking for ( in case if you outsource )

1 good language skills ( written and spoken )

2 Typing skills

3 Communication with you or your inhouse team

4 Project specific knowledge

5 Helpful

6 Able to share customers feelings ( as u said making a "I am here to help you" feeling )

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