Letting The Customers Decide Over Offshoring
from the your-choice dept
John writes in with an article about an interesting strategy from E-loan concerning the whole offshoring debate. Realizing that some customers are really concerned about this, when you call in to E-loan's call center, you are given a choice: press 1 for a call center in India, press 2 for a call center in the US. However, there are tradeoffs for those who want to keep the call in the US, which are clearly explained. If the call goes to India, it's more likely that the loan request will get processed that day. With the US center, it may take two or more days. It should be interesting to see how this experiment works out, and whether or not it provides some statistics on how American callers really feel about offshoring call center work.