DSC Tech Library
This section of our technical library presents information and documentation relating to Call Center technology and Best Practices plus software and products.
Since the Company's inception in 1978, DSC has specialized in the development of communications software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments.
The following article presents product or service information relating to call centers and customer service help desks.
Call Center Outsourcing Issue
The following is an extract from the article "As the Call Center Outsourcing Debate Turns" written by Coreen Bailor, Destination CRM:
"Election day looms, and the fire surrounding the contact center outsourcing battle has been rekindled. Whether you side with the theory that offshoring is good for business or take the stance that companies are hurting the economy by relocating jobs out of the United States, it's important to keep abreast of new developments. Here, we take a fresh look at current trends in contact center outsourcing.
According to some experts, companies are continuing to go ahead with their plans to locate contact centers offshore, despite the political clamor. "Most companies are expanding their offshore initiatives," says Jon Anton, Ph.D., director of Benchmark Research.
It seems the biggest change is that companies are growing increasingly cautious in their decision to offshore contact centers, but are not necessarily keeping the curtains closed on the reality that they are continuing with their offshoring efforts. "Companies are not hiding their offshore initiatives," Anton says. "Agents are trying their best to speak 'real' English, and are mostly willing to tell you where they are located."
According to Amit Shankardass, senior vice president of solution planning at ClientLogic, companies are adapting a business-as-usual approach: not publicly stating that they offshore, but not taking extreme measures to not divulge that they are.
Other companies are now quietly expanding offshore, because of the "very negative PR value associated with offshoring of any type," says Chris Selland, vice president of sell-side research at Aberdeen Group...."
To review the entire article, visit www.destinationcrm.com and locate the article entitled "As the Call Center Outsourcing Debate Turns".