The document discusses the motivations for outsourcing, particularly in the context of call centers, which can improve operational efficiency, effectiveness, and flexibility. It explains that outsourcing can be cost-effective and beneficial for extending business reach, offering 24-hour service capabilities. However, there are potential drawbacks, such as cultural barriers and security issues when outsourcing abroad.

2. Objectives of Outsourcing
The objectives for outsourcing often are derived
directly from the motives for outsourcing. These
motivations can be grouped into a few summary
categories:

Organizational transformation:- using outsourcing
to improve information systems services and related
business processes

Efficiency:- the desire to obtain information
systems services at a lower cost

Effectiveness:- the desire to obtain better service

Flexibility:- agility

3. What is Call Center ?

A call center is a physical place where customer and
other telephone calls are handled by an organization,
usually with some amount of computer automation.
Typically, a call center has the ability to handle a
considerable volume of calls at the same time, to
screen calls and forward them to someone qualified
to handle them, and to log calls. Call centers are
used by mail-order catalog organizations,
telemarketing companies, computer product help
desks, and any large organization that uses the
telephone to sell or service products and services.
Two related terms are virtual call center and contact

4. What is Call Center Outsourcing ?
An organization might outsource its call center
because it is cheaper to contract a third-party than it
would be to build its own in-house call center
facility and management team. Call center
outsourcing is an improved way for extending the
global reach of businesses and increased service
hours. With 24 hours assistance and the ability to
meet the need of the customers outside of the
business time zone, it is possible to deliver services
to customer's desire.

5. Why an Outsourced Call Center is a
Good Idea

Thinking of taking that leap to an outsourced call
center? There are many reasons call center
outsourcing makes good business sense. Here are
just a few:

Set up for Any Purpose

Diverse Call Times

Save on Equipment

Let Someone Else Train Your Experts

Multiple Language Support

6. Benefits of Call Center Outsourcing

A recent development among top global companies
in Europe and America is to outsource call center
services or business process outsourcing to
developing countries in Asia, especially to India.
When outsourced, the call center operations are
handled by an offshore company with its own staff
and physical infrastructure. The explosion of
internet and communication technologies has
propelled the phenomenon of outsourcing to a
global scale.

7. Cons of outsourcing the call center
overseas:

Cultural Barriers

Security / Privacy Issues

Regulatory / Training Issues

Separation of the Team

8. References
http://onlivecommunications.com/