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International call centre proliferation

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  • #16970
    Stephen Ekbery

    IP Telephony is making the world a smaller place at an alarming rate.

    When we purchased an Altigen IP ACD for hosting at a data centre, this was just to connect our overseas partners agents in the Caribbean and Indian sub continent to UK client work, however most of our clients now own their own systems.

    We now act more as a UK Hub for offshore call centres looking for UK presence and telephony breakout. However, being this easy and with a low Barrier to Entry means that the market is becoming confused and margins are under pressure – just at the time when Quality improvements are demanded by the client.

    How does the market maintain training and quality if offshore is associated with ‘cheap’ – continuously find cheaper labour locations?

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