Devoted to the call center industry, the agents on the phones, and their managers

We’ve heard of India being a superpower in outsourcing.  The Philippines is known for being the preferred destination for customer care centers.  China is on its way and has been working on getting more outsourced work into their country.  As we all know, these are countries that U.S. companies have established their presence and each country has its own strength and expertise.  So, where to next?

We are seeing growth in other parts of the world, particularly in EMEA countries.

Egypt is a place where we expect French speaking customer service agents.  South Africa can be the next destination for UK customers.  Latin America is being favored for Spanish based accounts.

This is interesting because with the endless battle and issue of teaching local folks another language, companies are getting smarter.  They are open to giving work to people who can talk in their native language.  This alleviates the extra cost of accent or language training and focus on call resolution, ergo good customer experience.