The fact that contact centers have moved overseas to places like India,
Philippines, and Ireland is not new. It is also well known that manufacturing
jobs have gone both south and north of our borders here in the United States.
Outsourcing strategies can be helpful, but first optimize your operations and
labor strategy to maximize savings with your current workforce.

Why don’t German washing machine companies outsource their manufacturing
operations? Wages in Germany are extremely high and the work could be
accomplished somewhere else yet the plant remains open. Analysis of the
labor costs found that moving capital equipment overseas was more expensive
then improving the current labor strategies. In the end, progress could be
made to avoid the disruptions of outsourcing. General Electric moved its entire
appliance contact center back the U.S. from India because the lack of
experience that Indians have with modern American appliances left them illequipped to handle the complaints of GE customers. Goodyear moved one of
its plants to Mexico and soon after moved all of the equipment home after
finding the Mexican labor market much less flexible then corporate had
anticipated. Before making a move, contact us to learn more at
Outsourcing@corepractice.com or call 1-866-663-7056.