Lance had a great post over here with some tips for Telecom in their outsourcing venture.
While the situation is a little funny and many jokes will be made about it, the Telecom situation does beg a few questions for businesses.
For years Dell has had all their call centre stuff out of India. I’ve purchased from Dell probably a dozen times and each time I’ve left very frustrated at the experience – terrible call quality, hard to understand operators, no understanding on their part of our geography etc etc.
I’d like to know what this change will cost Telecom and how much they are saving. Given that we currently pretty much have a duopoly of telco’s in New Zealand they can probably get away with it. But what with naked DSL, number portability and other changes already made or soon to come – it seems a little short term of Telecom to make a change merely for cost savings.
And yet again I need to state that a real opportunity exists for a non price differentiated, value adding and service led telco