Outsourcing: Dr. Shami Khorana of HCL America (Part 6)

By guest author Tony Scott Tony: That is an interesting concept, being transparent for the benefit of employees, making sure that people feel included and valued in their work, and helping them to find their place in the global workforce. Obviously, if we look at the historical concept of how one manages a business, it

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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 5)

By guest author Tony Scott Labor Arbitrage and Fully Burdened Costs Tony: What’s the general price differential that you have in terms of percentages between a domestic at-home agent versus a similar quality offshore agent? Matt: That depends on the market that you are in and the client program. The Philippines and Central America can

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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?