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

Ben Kepes

Ben Kepes is a technology evangelist, an investor, a commentator and a business adviser. Ben covers the convergence of technology, mobile, ubiquity and agility, all enabled by the Cloud. His areas of interest extend to enterprise software, software integration, financial/accounting software, platforms and infrastructure as well as articulating technology simply for everyday users.

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