Yenra : Finance : Outsourcing to India : 25 million dollars saved for every thousand call center jobs outsourced


India, where the cost of labor is about an eighth of U.S. costs, has become a valuable solution to high turnover and workforce apathy in American call centers. When outsourcing overseas, many financial services companies consider India first. Primarily, Indian call center employees tend to be more enthusiastic and turnover averages only 5%.

"Managing Financial Services Call Centers" contains more than 200 metrics and features practices from top financial services companies, such as Merrill Lynch, Fidelity Investments, Citigroup, Capital One, Allstate, Wachovia and MetLife. The report highlights budget and staffing metrics, as well as strategies and tactics to enhance overall call center efficiency and boost customer satisfaction.

"Customer service has improved drastically when call centers relocate to foreign countries," says Cutting Edge Information senior analyst Elio Evangelista. "India is an excellent place to outsource because they hold customer service jobs in high esteem and workers tend to care much more about their jobs."

For example, one financial services company relocated its call center operations overseas, allowing them to cut labor costs by 50%. The company also discovered that the foreign workforce was more skilled than local one had been.

"Managing Financial Services Call Centers" showcases quantitative metrics and qualitative practices in the following areas:

Cutting Edge Information provides real-company business research. Their reports will help your team execute strategy, understand key business issues, and support your ideas in meetings with key executives.