Offshoring

Do You Call Customer Service for Help or Just Tweet?

Mark Hillary | Posted 19.03.2014 | UK Tech
Mark Hillary

About a decade ago, many companies in the UK pushed their customer service centres offshore to new call centres located far away - often in India or the Philippines. The aim was to save money because the captains of industry bought into the idea that distance was dead - work in call centres can be performed anywhere by anyone.

Cheaper Than China?

The Huffington Post UK | Charlie Thomas | Posted 14.03.2013 | UK

Food producer Symington's - the manufacturer behind Ragu sauces and Aunt Bessie's - is relocating the manufacturing process for its noodles back to th...

Has Outsourcing Moved on From the Mistakes of the Past?

Alistair Niederer | Posted 10.04.2013 | UK
Alistair Niederer

Inc.com recently published a story on how to avoid outsourcing disasters. Their very first tip was to never outsource a process that is close to your ...

Social Media is Leading a Customer Service Revolution

Mark Hillary | Posted 28.05.2012 | UK Tech
Mark Hillary

There is about to be a revolution in the customer service industry, but it is creeping up slowly on customers and those who manage the contact centres. Like the frog that can be slowly boiled to death, if those in the customer care industry step back and look at how customers are starting to ask for help they would behave very differently.

DWP Offshoring U-Turn a Pyrrhic Victory for British IT Workers

Mark Hillary | Posted 21.11.2011 | UK Tech
Mark Hillary

It's a week now since technology giant Hewlett Packard (HP) tore up their plan to send 200 IT support jobs for the Department for Work and Pensions (DWP) offshore to India. Faced with the target of a 40 per cent cut in department costs it seems the DWP was willing to 'offshore' the jobs to a lower cost location, but as the celebrations die down have any jobs really been saved?