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Research Data
A KPMG 2004 Competitive Alternatives Report international business cost study modelled a 145-employee centre with a mix of customer service, accounting, and IT occupying 22,500 square feet of space. The comparative cost in $US millions/year was assessed as follows:
Call Center Magazine states that in US near-shore destinations (i.e., Canada, Mexico, and Puerto Rico) labour costs were 15-20% lower than the US; and were up to 80% lower in far-offshore locations like India and the Philippines. In 2003 one in 24 outsourced workstations was located in foreign markets; predictions were that by 2008 this would rise to one in 15. Of the companies that had moved Call Centre operations offshore:
- 89% were satisfied with the results with cost savings being cited as the main reason
- 50% cited better quality, and
- 60% cited the ability to access skilled resources (Anonymous, 2004a)
A 2002 survey of US Financial Services firms investigated the recruitment practices of Customer Contact Centres. Companies reported reshaping their telephone-dependent Call Centres into more flexible contact centres using multiple points of contact, including e-mail, interactive web chat, web call back, and Voice over Internet Protocol (VoIP) to create and retain more business. According to respondents;
- Recruitment methods used were:
- Newspaper adverts (86%)
- Word of mouth (46%)
- Job Fair (36%)
- Staffing agency (33%)
- Internet job board (33%)
- Company web site (26%)
- Other (11%)
- Mailing (8%)
- College recruiting (6%)
- Radio/TV (5%)
- Employment agency (2%)
- Assessment techniques used were reported as:
- Face to face interview (99%
- Phone interview (68%)
- Service aptitude/skill test (43%)
- Key board skills test (31%)
- Work sample / simulation (29%)
- Personality test (22%)
- PC Software knowledge test (19%)
- Sales aptitude/skills test (15 %)
- Other (11%)
- Email interview (5%)
- Online chat interview (3%)(Anonymous, 2002c)
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