As I write this I am on my way home from several days in Costa Rica, and El Salvador. 3 of us have been visiting several sites in both countries for what would be considered a black box project in my company. If this post is ever read it will be after I leave my current job, so I feel I can write about it.
We are researching outsourcing some of our call center operations. I went along to asses the technical operations of each call center site we visited. I also wanted to get an idea of how each company integrates their systems to ours. From what I saw we can send them calls via our providers voice cloud and do percentage based routing to their system. We would allow access to our applications via a citrix or terminal solution. As of now I am thinking a VDI solution that we have been toying around with for a while.
The trip was hectic, but very informative. We visited 3 sites from 2 companies in 2 countries in 3 days. I just hope that upper management listens to our recommendation to actually try and send some calls off shore. The venture would be profitable and still keep the same level of service. I was amazed that the majority of people in both countries that worked at the call centers spoke excellent english. I am in no way a fan of off shoring call centers to places like India because of constantly poor experiences I have had. Everyone we spoke to spoke very good english at each site. And it wasn’t like the discussions were staged. Just walking around and grabbing some food or hitting a bathroom and saying hi to someone they responded with excellent english. That and the technical feasibility of this project makes me want to try it out. Hopefully we will be given the chance.