The business firms that have outsourced their call center services to offshore call centers are thinking again about the poor customer satisfaction they are getting. Many of these firms are considering pulling back their projects to onshore BPO units in the hope of better service. They are missing a vital point here. The projects that are outsourced to these offshore BPO units often lack the planning that is necessary. As a result of the lack of insight, they end up doing poor work on the customer service. The solution lies in the ability of the project planners to make a productive work flow.

Call centers are what they become because of planning and management. Geographical location has little to do with it. Yes, that plays a role in getting quality technology and manpower. But those factors remaining standard, call center services can improve or slide down according to the capability of the top brass to train. If they can motivate and inspire the agents into doing some quality BPO service, just because they are working out of India or Latin America wouldn’t make much of a difference. Every call center needs correct technology, quality manpower and optimum use of resources.