Niels Kjellerup
(Episode 350; 9 minutes 47) There’s been a mass migration of call centres to overseas, with India one of the most popular destinations.
But Niels Kjellerup, a Senior Partner at Resource International and editor of the Call Centre Managers Forum, who makes his living advising companies on how to run their contact centre operations, says outsourcing is only for those businesses who don’t care about customers. It’s a risk, he says, which is compounded when you choose India as your outsource location.
So, if it’s such a bad idea, why are so many companies doing it?
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