If it's very sensitive data, you have to be extremely careful where you move it and the laws in that country. It's an absolute advantage for the North American outsourcers. |
If you don't respond to the email, at some point the customer is going to pick up the phone and call. When [companies] don't respond they're generating calls or, worse, they're just losing customers. |
In America, we expect to see some growth and stabilization. Overall, we're going to see slow, but steady, growth. |
One place is in proven vertical domain expertise. There's just a lot more knowledge and experience in North America than in areas where [outsourcing] is new to them. You can import management, but the industry isn't importing hundreds of thousands of agents with proven vertical expertise. |
We're actually seeing new call centers, new seats added in Canada, which hasn't happened in years. |
You need to involve your users in all system implementations. But I don't mean just invite them to sit at the table. They have to actively participate in defining system needs and in making sure that [it's] usable. |