Overseas Call Center Outsourcing in India Generates Concerns

DURHAM, NC – While the controversy around outsourcing heats up, the push for banks and other financial institutions to send call centers overseas is on the rise. U.S. citizens are angered about the slimming job pipeline for blue collar workers, and there are fears in India that the U.S. government may impose regulations designed to prevent jobs from moving overseas, according to a recent Wall Street Journal article. The article states that approximately 170,000 new jobs have been created in India over the past few years, and the number will grow to about 1.1 million by 2008.

“India has become the location of choice for many financial services firms,” said Elio Evangelista, author of the report and senior analyst at Cutting Edge Information. “Besides the lower cost of labor, companies find higher employee retention rates in India where customer service jobs are held in higher esteem than in the U.S.”

Cutting Edge Information’s call center and outsourcing reports address these two hot industry topics, available at http://www.cuttingedgeinfo.com/FS80_Call_Centers/index.htm and http://www.cuttingedgeinfo.com/FL50_Outsourcing_From_Strength/index.htm. These reports profile several top financial institutions, such as Merrill Lynch, Wachovia, Citibank, and American Express. Together, these profiles include over 200 metrics and feature company outsourcing practices.

For most companies, outsourcing initiatives improve organizational performance and increase company strength. “Companies save critical resources and spend more time on core competencies through carefully planned, strategically sound outsourcing,” said Cutting Edge Information senior analyst, Jason Richardson. “Companies must rapidly determine what to outsource, which vendors to use, and how to continuously improve to stay ahead of the competition.”

To view the online summaries of these reports, visit http://www.cuttingedgeinfo.com/FS80_Call_Centers/index.htm and http://www.cuttingedgeinfo.com/FL50_Outsourcing_From_Strength/index.htm .

For more information on these reports or to learn about other research being conducted by Cutting Edge Information, contact Diana Borja at diana_borja@cuttingedgeinfo.com or 919-433-0219.

Cutting Edge Information is your one-stop shop for real-company business research. Our reports will help your team execute strategy, understand key business issues, and support your ideas in meetings with key executives. Move ahead of your competition with Information from the Cutting Edge. For more information, call 919-403-6583 or visit www.CuttingEdgeInfo.com.