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[C32]Call Center Offshore Outsourcing
by Steve Parker, Ste

According to Infoworld,the economic benefits from offshore outsourcing will create more than 337,000 jobs by 2010, on top of jobs lost through outsourcing, according to the study, by economic analyst Global Insight Inc. ITAA called offshore outsourcing a "net positive for American workers and the U.S. economy."

But the Institute of Electrical and Electronics Engineers-USA (IEEE-USA), representing U.S. IT workers, disputed the study, saying Global Insight failed to factor in concerns about outsourcing such as national security and the future IT innovation in the U.S. Both national security and the future of innovation will be at risk if the U.S. continues to export high-tech jobs and lose expertise in creating new defense systems and new IT products, said Ron Hira, chairman of the IEEE-USA's research and development policy committee.

"It should also weigh out the costs and the downside," Hira said of the study. "They ignore national security and technological innovations in these studies."

While the study seems to assume that displaced IT workers will quickly find jobs, that's often not the case, added Hira, a professor of public policy at the Rochester Institute of Technology. A U.S. Bureau of Labor Statistics survey, released in July 2004, found that of the 5.3 million U.S. workers who lost their jobs between January 2001 and December 2003, 35 percent had not found jobs by January 2004, Hira noted.

Combined with a push by the ITAA and many tech vendors for the U.S. to increase the number of foreign workers allowed under H-1B visas, offshore outsourcing hurts many workers, Hira said. "The bottom line result from the simulation is that U.S. software workers are losers," he said. "And ITAA continues to undercut U.S. software workers by arguing for more H-1Bs."

But Global Insight and outsourcing provider Sierra Atlantic Inc. defended the study, saying the economic benefits of offshore outsourcing are real. Large companies outsourcing their IT support and maintenance functions can eventually expect cost savings of 30 to 50 percent, while companies outsourcing portions of their new IT projects can expect savings of up to 40 percent, said G.K. Murthy, vice president of enterprise solutions at Sierra Atlantic.

The study links those savings with benefits to the overall economy. Currently, about a third of Sierra Atlantic customers tell Murthy they plan to hire additional workers with the savings they achieved with outsourcing, Murthy said.

"In some cases, they actually go and hire new people to launch a new initiative," Murthy said. Offshore outsourcing, or "global sourcing," as the study calls it, helps raise U.S wages and raises the nation's gross domestic product. Offshore outsourcing will contribute to a US$0.06 increase in U.S. hourly wages in 2005, climbing to $0.12 in 2010, the study says.

At the same time, spending on offshore outsourcing of computer software and services will grow from about $15.2 billion in 2005 to $38.2 billion in 2010, according to the study. During the same time period, total cost savings from offshore outsourcing of computer software and services will grow from $8.7 billion in 2005 to $20.4 billion in 2010, with much of those savings reinvested in the U.S., the study said.

Offshore outsourcing can cause lower wages in the outsourced industries, but the cost savings create other economic benefits, said Nariman Behravesh, Global Insight's chief economist. "[Wage increases] don't necessarily occur in the IT sector, but it does happen in other parts of the economy," he said. "You can see the pain; it's a bit tougher to see the gain, but it's there."

Addressing concerns about national security and IT innovation, Behravesh said national security could be a concern in the long term. "We have to be very careful of the national security concern," he said. "Having said that, national security is often the last refuge of protectionists."

IEEE-USA's Hira questioned the objectivity of the study's authors, saying the study is more of an advocacy document than an unbiased research report. This is the second year ITAA has worked with Global Insight on a study about the benefits of offshore outsourcing. "Running a computer simulation is just an exercise when you've set up the exercise to get the results you want," he said.

Behravesh acknowledged that the study makes several policy recommendations, including more assistance for displaced U.S. workers and a bigger government focus on research and development. "We wouldn't do it from an advocacy standpoint unless it makes sense," he said.


The word ?Offshore? means relocation of business process from one country to another while ?Outsourcing? means movement of internal business process to an external company. ?Offshore outsourcing? means moving business processes to an external company from one country to another company, there by reducing their own domestic employment and domestic investment. The country such as United States and United Kingdom over last few years has a potential affect on increase in IT jobs like data entry, computer programming, functioning, and customer care, where offshore outsourcing has come a long way in a short time by saving time and money.

There are four basic types of offshore outsourcing

1.ITO: Information technology outsourcing.
2.BPO: covers things like running call centers, processing insurance claims.
3.Software R&D: Offshore software development.
4.KPO: knowledge process outsourcing covers things that require a higher skill set such as reading X-Rays, performing investment research on stocks and bonds, handling the accounting functions for a business or executing engineering design projects.

Offshore outsourcing has increased a growth strategy and essential revenue for almost every existing corporation. This has become a short term solution and received almost equal benefits by providing services in more efficient and effective time limits. It also has maximum flexibility with your workforce and access to high quality employees.

Strategic Advantages:
1)Flexibility: It applies to several views of relationship with the service provider. Based on work and capability of service provider, we should start with small projects and move to big projects, which create flexibility in the company ensuring the best utilization of the available resources.

2)Cost: The cost of offshore outsourcing is much lower over the market and free up management resources. Offshore outsourcing is the best possible quality at significant cost savings to you in software development side, which builds relationships to add value for your clients.

3) Focus: Time plays valuable resource within the management. Most of the time, the executives spend 80 percent of time managing the details, 20 percent on planning and customer relations. The ratio of this percentage can be reversed by this offshore outsourcing.
4) Rapid Migration to New Technology: uses the latest technologies to serve their international clients. Access to new technologies that might not be used in the company will be gained by the new technologies in short term.
5) Re-deploy Resources Strategically: This lets the internal resources focus on the personal strategic issues related to the business.
6) Exploit the Time Zone Advantage and reap the benefits of 24-hour development cycle: The companies outsource their process to India benefiting 24/7 services to exploit the time zone advantage by providing the customers as and when needed. Offshoring offers better utilization of the multiple time zones.

The success of offshoring outsourcing depends on the above focused benefits that come with it from several perspectives, rather than just a cost effective venture. Offshoring gets the company closer to its global customers thereby providing appropriate services to its regional market and provides customer satisfaction which brings increase in revenue streams for the companies.

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Article Source : digital marketing mix

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