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one day at a time -
New Call Telecom, which competes with BT and Sky to offer home telephone services, broadband and low-cost international calls, is opening a call centre in Lancashire after being attracted by low commercial rents and cheap labour costs, according to a report in the Daily Mail.
New Call's chief executive, Nigel Eastwood, said: "We did a cost and service analysis of returning home and there was an absolute parity between what we are paying for a third-party call centre in India and here in the UK."
He added that using British staff will also cut costs in the average amount of time taken to deal with customer inquiries.
Eastwood said: "The average handling time in the UK is three minutes. But if you go out to India, you need to add another minute unless it's a very efficient operation, so that means we can actually reduce the headcount with the saving".
He added: "In India in the past decade, as call centres have grown, real-estate prices have gone up massively, while salaries have also crept up."
New Call will pay 4 pounds a square foot for space in Burnley, which Eastwood says is similar to that in Mumbai and New Delhi.
Eastwood said: "Salaries in India aren't that cheap any more. Add to that the costs of us flying out there, hotels and software, and the costs are at an absolute parity. In the UK we will pay workers the minimum wage. Given the current economic environment, we will get good "sticky" employees who will also receive bonuses.
MF will be back for this gig methinks
Confusion is a natural state of being -
There was a good documentary on this. Main issue, very difficult to get trainees as either a) clueless b) unreliable c) get paid better in service sector.
BBC News - The UK manufacturer taking on China one day at a time Comment
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Which probably explains why their customer service so sucks regardless of where it is.Originally posted by Diver View PostNew Call Telecom, which competes with BT and Sky to offer home telephone services, .....
Eastwood said: "Salaries in India aren't that cheap any more. Add to that the costs of us flying out there, hotels and software, and the costs are at an absolute parity. In the UK we will pay workers the minimum wage. Given the current economic environment, we will get good "sticky" employees who will also receive bonuses.
MF will be back for this gig methinksMcCoy: "Medical men are trained in logic."
Spock: "Trained? Judging from you, I would have guessed it was trial and error."Comment
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Welcome to the Globalisation downward spiral merry go round.Comment
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Should I expect more calls from 'Windows support'?
The last one called me a fool for not understanding how serious my virus was, I told him his god would not be happy and he was going to hell.
I felt bad about the last bit.Science isn't about why, it's about why not. You ask: why is so much of our science dangerous? I say: why not marry safe science if you love it so much. In fact, why not invent a special safety door that won't hit you in the butt on the way out, because you are fired. - Cave JohnsonComment
India booming
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