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Pat Sweet asks four outsourcing market experts how companies can iron out their partnership problems.
Shoulder to shoulder - Part 2 |
Part 1 | Part
3
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Raman Roy: educate staff on the nuance of the process
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Again, cultural concepts and nuances which are taken for granted in the UK
may need to be re-interpreted or explained to staff based overseas. To date,
the most common use of offshore services has been to provide call centre support.
But Roy, who was involved in a major offshore deal for General Electric which
has no such element, points to other opportunities.
“For real-time work like call centres, you have to educate staff on the nuance
of the process. But for work which doesn’t require real-time delivery, the training
needs are lower, and given the high calibre of staff, their job is easier if
it is non-voice related work. We are seeing growth in areas such as financial
services transactions, general accounting and payroll where there is no direct
customer interaction, but plenty of paper pushing,” Roy said.
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Conspectus 2004
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Copyright © 2004
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