Last year on number of occasions the outsourcing processes have gone back to where actually it belonged. A lot of companies instead of sending back office work to offshore countries are opting to take back the office function to home itself. Some banks have felt that a third party outsourcing company may cause security concerns where agents deal with important, sensitive and critical account information. U.S. Bancorp in spite of financial benefits axing its outsourcing contract.
According to Celent, companies spend $6.85 per call to serve a customer compared with $4.95 for e-mail and 50 cents by Internet. Banks on average spend more than $5,000 to hire and train one agent. In the U.S., such workers generally make at least $10.50 an hour, 90 percent more than their counterparts in India. Yet U.S. Bancorp has poured $20 million into its five call centers across the U.S. over the past two years and employs 1,400 agents, who handle some 73,000 calls a day. At least one analyst interviewed here says it's a smart strategy because of the importance of the call center in retaining bank customers.
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