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Call Center Service
This section of our technical library presents information and documentation relating to Call Center technology including 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.
Contact DSC today. to learn more about our call center outsourcing services.
Is Outsourcing Becoming Outmoded?
The following is an extract from the article "Is Outsourcing Becoming Outmoded?" by Bruce Nussbaum from CRM Buyer:
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The demand for English-speaking service workers in Bangalore is so high that GE as well as Infosys Technologies and Tata Consultancy Services are now looking outside major Indian cities to set up new call centers and other operations because they can't recruit enough college-educated people. The same is true in China.
General Electric's (NYSE: GE) announcement that it plans to sell its entire business-processing operation in India for a cool $1 billion raises the interesting question of whether the offshoring phenomenon may be peaking. Not that it will stop being an key part of corporations' global strategy. In an integrated business world, you go where the best talent is -- period. But the surge in companies going to India, China, and Eastern Europe in search of very cheap brainpower may soon be coming to an end -- far sooner than anyone has anticipated.
Why? Simply put, the wage gap between the U.S. and Asia is shrinking. Pay scales are rising fast in India and China for college-educated, English-speaking professionals. As U.S. and European companies send more of their call-center, design, accounting, medical-service, and legal-service business overseas, demand for folks to work at these centers has soared.
And since these Indians and Chinese aren't anyone's fools, they've been demanding -- and getting -- increasingly higher compensation. After all, these Web-savvy men and women just have to check the human-resources Web sites of Western companies to see what their counterparts are making. And indeed they have, as their rising compensation proves.
Searching for Talent
Chinese wages for skilled talent and college-educated workers have been running up sharply in recent years. Middle managers in China are making about $9,000 a year (what I made in my first year in business journalism out of graduate school in the late '70s). While reliable statistics on Chinese engineers are hard to come by, it's a safe bet that they're making a multiple of that salary. One reasonable estimate has good software writers probably making around $20,000 a year in Shanghai. Ditto for many hot-shot programmers in Bangalore, India.
The demand for English-speaking service workers in Bangalore is so high that GE as well as Infosys Technologies and Tata Consultancy Services are now looking outside major Indian cities to set up new call centers and other operations because they can't recruit enough college-educated people. The same is true in China.
What does that tell you? Most of the best and brightest Indians and Chinese are already fully employed and are negotiating higher wages and benefits for their work......"
To view the entire article, please visit www.crmbuyer.com.
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