Outsourcing: West Corporation Interview (Part 6)

By guest author Tony Scott Managing in a Truly Flat World Tony: Do you see your customer base continuing to be predominantly in the United States, or do you look to expand outside of the country with companies in other markets where offering a call center model might be attractive? Matt: Our clients will predominantly

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Outsourcing: West Corporation Interview (Part 4)

By guest author Tony Scott Culture Gaps and Management Challenges Tony: Do you find a cultural gap between the agents who are working for West who are based in the Philippines or who worked for you previously in India compared to your U.S. agents? Has that impacted your ability to move into higher value services

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Outsourcing: West Corporation Interview (Part 3)

By guest author Tony Scott New Offshore Centers For BPO? Tony: Are you looking at the virtual model outside of the United States as well, or do you do pure brick-and-mortar offshore? Matt: We have discussed it, but we haven’t pursued it at this point.

Outsourcing: West Corporation Interview (Part 2)

By guest author Tony Scott The Home Agent Advantage Tony: You mentioned that you believe you are able to provide a total cost of service at a lower rate using the home agent model versus the brick-and-mortar model?Compared to domestic brick-and-mortar call centers, what percentage differential do you typically find?

Outsourcing: West Corporation Interview (Part 1)

The Future of Call Centers Last week I talked about the double-edged sword facing outsourcing companies that are playing a pure labor arbitrage game because of lower cost of communications and the potential to virtualize call centers. This week I’d like to share with you some of my interview with several senior executives from a

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Is Outsourcing Dying Or Thriving? (Part 4)

By guest author Tony Scott The Double-Edged Sword: The Flat World A few years ago Thomas Friedman’s “The World Is Flat” became a global best seller. One of that book’s key areas of focus was examining the immense change that lower-cost, effective global communications was causing by enabling back-office call centers and IT support work

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Deal Radar 2009: OrecX

In this installment of Deal Radar, we follow a company that is working in line with a theme I addressed in a recent Forbes Column, commercializing open source. Chicago-based OrecX helps businesses record phone conversations using open source software. Founded by Bruce Kaskey and Bruno Haas in 2005, the company is focused on making call

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