Online Journal
Latin America: An Offshoring Power
By Kristin Crispin, Industry Manager, Enterprise Communications, Networks and ICT, Frost & Sullivan
While countries like India and the Philippines quickly took center stage in the offshore movement, slowly but surely Latin America has assumed an important place in the offshoring trend. Lower costs and agent turnover, access to an educated labor workforce and government incentives have been the main drivers for this industry's growth in the last few years. However, there are yet some challenges to overcome to ensure the region's long-term success in providing offshore services. [See story]
Site Evaluation – Leveraging to Service the Vast Hispanic Market
By Jeff Pappas, SVP/Partner, Arledge Partners Real Estate Group
The Hispanic market is one of the fastest-growing population segments within the U.S. Hispanic disposable income is up 29% since 2001 — more than double the growth among the general U.S. consumer. The younger generations of Hispanic consumers are driving this growth and are leaving behind a distinct cultural mark. Sixty percent of the Hispanic market is younger than 30 and almost twice as likely to live in households of four or more people. Many of our customer support centers realize that they should take note and pay particular attention to the Hispanic consumer. [See story]
Spinning IBM’s Virtual World – Business Center Still Gaining Momentum
IBM has announced that live sales avatars from Australia, Singapore and Malaysia will staff its virtual IBM Business Center. This team will also help clients from New Zealand, joining others from North America, Latin America and Europe who started working at the virtual center in May. The center now offers visitors the opportunity to connect with a live IBM representative 24 hours a day, five days a week. [See story]
Developing an Effective Remote Agent Strategy
By Chris Rieple, TouchStar
As more and more organizations are offering at-home or remote employment options, contact centers are moving agents out of the call center and into the home. There are many benefits of providing an at-home or remote agent option. At-home agents can work flexible or part time hours, they can be more experienced and they are often less expensive. Providing a remote agent option expands the labor pool well beyond the confines of a geographic region. But while remote agents provide many benefits, they don’t come without challenges. [See story]
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