Outsourcing: Rick Ferry, COO of C3 (Part 7)

Sramana Mitra: The sectors that you talked about, are these sectors that you have major strategies to penetrate with onshore offerings? Rick Ferry: Yes, we do. We identified those fairly early on. We’re working with the companies that have accepted our services, thankfully, not only to bring them up here in the U.S. and do

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Outsourcing: Rick Ferry, COO of C3 (Part 6)

Sramana Mitra: Let me clarify a few things. Universities are not known to train call center reps. What are you talking about? Rick Ferry: Not so much training the call center rep per se, but training the student with a desire to matriculate in a related field. So, maybe in computer engineering, computer sciences, marketing,

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Outsourcing: Rick Ferry, COO of C3 (Part 5)

SM: Now, talk to me about the training. Especially, in the political debate right now, it comes up all the time that there are plenty of jobs. There are not enough skilled people to fill them. Talk to me about that in respect to your industry, which has traditionally been quite good with on-the-job training.

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Outsourcing: Rick Ferry, COO of C3 (Part 4)

SM: What needs to happen? Is there anything that could happen policy wise that would give you a reason to have more presence in the US? Or are there geographies in the US where you could do better cost structure wise?

Outsourcing: Rick Ferry, COO of C3 (Part 3)

Sramana Mitra: What is your sense of what will happen to the call center industry in the U.S. over this decade? Obviously, the cost structures are changing in Asia. For instance, the cost structure for India is changing substantially. There is some level of burnout going on because of the time zone issue. You can

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Outsourcing: Rick Ferry, COO of C3 (Part 2)

SM: What kind of outsourcing work do you do? RF: It’s primarily complex customer service interactions and primarily voice. SM: So, it’s a voice contact center? RF: Correct.

Outsourcing: Rick Ferry, COO of C3 (Part 1)

Customer service can make or break some businesses. Yet customer service is something that businesses often outsource to companies like C3. C3 handles customer communications for corporations that see customer service as one of the most important aspects of their businesses. C3’s leadership team has about 30 years of customer management experience between them. C3

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