Business Outsourcing: Do the savings of outsourcing justify a move overseas?

Santander banking group has announced that it will be removing its UK Call Centre Operations from India and will be relocating back to the UK after complaints from  British based customers. We have all had nightmare experiences with Overseas call centres. I can remember tearing my hair out while dealing with an incompetent operative who could barely understand English let alone answer my query. The savings achieved can amount to 30-40% of operating costs in the UK which makes it understandable that numerous firms have made the move. The question of whether the move abroad is justified is determined by the competence of the staff and the perception of the service on offer from the UK client base. Business is global and we must accept that outsourcing is just a part of the International marketplace in which we now operate.

So long as training for staff is thorough and intensive,overseas outsourcing should work. The problems start where employees have not got an acceptable grasp of the English Language and do not understand the product or service of their employer sufficiently well to offer advice and assistance.

UK businesses must remember that bad customer service hurts their brand, reputation and customer retention rates. There is no excuse for UK firms to employee overseas staff without a sufficient education to carry out their work. Many firms choose India as a call centre destination. India has a highly educated, hard working, ambitious population with literally millions of intelligent people to choose from. There is an argument to say that all staff should have at least a degree, a demand which would still leave a large population of prospective employees to choose from in a well educated, commerce competent nation such as India.

Could Santander be the first of many firms to bring their call centres back to the UK? If training, support and recruitment is substandard, then quite possibly. Savings are good but not at the expense of your reputation.

How can a small enterprise (SME) generate more business?

As a result of the precarious economic situation, many people are starting small businesses as an alternative to paid employment. A new business faces many challenges which must be overcome if survival in the first year is to be achieved. A business owner could consider the following activities to drum up some custom:

1) Engage in social networking. Twitter, Facebook and Linkedin are just 3 of the may internet based advertising tools a business person can use to get to potential customers. The social networks have huge reach and cost you nothing to join,almost sounds too good to be true!

2) Start leaflet distribution. All you need is a printer, ink and paper! Make your message clear, bold and professional. include an introductory offer to entice interest.

3) Get on the phones! This is particularly useful for service based businesses. A Real Estate Broker can contact private sellers in the local classifieds, a hotel can call local businesses in the directory,offering hospitality services to executives, etc.

4) Hold an open day. Advertise the event via leaflet distribution and the local press. Prepare some nibbles and drinks and offer a special fee rate to attract thrifty consumers!

5) Create an 'email tout' aimed at past customers. Maybe they have received a better offer or just forgotten you, repeat business is often the easiest to secure.

6)  Offer incentives for introductions from existing customers encouraging advertising via 'word of mouth'.

7) Print new business cards. You can only make a first impression once, so ensure you look the part with a stylish, impressive format.

8) Utilise Supermarket noticeboards. Do not be shy! Many people check these boards before or after their weekly shop. Any opportunity to grab a potential customer's eye must be taken.

9) Approach Local Press for an interview. There is no better way to introduce yourself to a local market and create a 'buzz' in the local community.

10) Offer the best service you can offer to every client. A positive reputation forms the basis for a prosperous future.