Posts Tagged ‘Jobs’

Surprise! study shows americans hate Offshore customer service

August 30th, 2010

While the outsourcing of jobs has long been a source of frustration for Americans, nowhere has that ire been more obvious than in customer service. But have you noticed fewer of your customer-service calls being routed to someone overseas recently? It seems that companies are listening.

CFI Group has released its annual Call Center Satisfaction Index report. It finds that just 9 percent of consumers had their customer-service questions fielded by offshore agents. That’s a decline from 15 percent in 2008.

“The decline in offshore call centers shouldn’t come as a surprise,” said Sheri Teodoru, CFI Group’s CEO. “Offshore agents not only serve as fodder for late night comedy sketches, they’re a painful reminder that American jobs continue to be outsourced during a period of high unemployment.”

And while that’s true, dissatisfaction with foreign help is most likely the biggest driving factor behind moving call centers back to the States. CFI’s survey shows call satisfaction is just 58 out of 100 for calls handled by offshore agents, while 79 out of 100 for CSRs based in the U.S. Satisfaction with the IRS – 55/100 – ranks almost as high as satisfaction with foreign agents.

“If a customer hangs up mad, it isn’t the agent they are going to blame, it’s the company that put them in that position in order to save a buck by sending their call overseas,” warns Teodoru.

The study says customers’ biggest frustration with overseas calls is the language barrier. U.S. agents are 34 percent more likely to fix your problem on the first call than those handled out of the country.

Service providers should consider two factors when deciding whether to put a call center offshore, Teodoru said. One, how often customers will need to use the call center, and two, the level of stress likely to be involved in the call.

“It’s one thing to go offshore to handle simple balance inquiries, but it’s quite another when success or failure in solving a software problem determines if your customer is able to meet the deadline for a proposal or get a term paper in on time,” said Teodoru.

Source:http://www.phoneplusmag.com/news/2010/08/surprise-study-shows-americans-hate-offshore-cust.aspx

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TimesJobs.com Launches Call-In Service DialBPOJobs

August 30th, 2010

TimesJobs.com has launched a very interesting, industry centric initiative: DialBPOJobs is a voice based call-in service which allows Business Process Outsourcing companies (BPOs), which primarily employ telemarketers or tele-support service operators, to screen applicants. Applicants call a toll-free number 1800-3000-3003, and add or edit their voice-based profiles for jobs. Recruitment is a key function at BPO entities, and because of significant attrition (between 20-30%), they are continuously looking to hire.

Because the recruitment is primarily done on the basis of the candidates grammar and pronunciation, it’s easier for recruiters to screen voice based applications. It is a perfect fit, since it would end up reducing the turnaround time for recruitment. In most other industries, the time taken for screening voice based applications would have been much more, but here it is core to the job. TimesJobs appears to have achieved a certain degree of success with this: they claim to have placed 1200 jobseekers, listed 600 recruiters, and have around 15,000 open positions. Among recruiters, they’ve got on board Aditya Birla Minacs, Dell, Amazon, Deloitte, HCL, EXL, Cognizant, Convergys, IBM, Accenture, Unisys & Wipro, among the early adopters.

This is the second such initiative from Times Business Solutions on IVR: They had launched “MagicBricks on Phone” was launched in September last year, in eight languages (Hindi, English, Marathi, Gujarati, Bengali, Tamil, Kannada and Malayalam), again, using a toll free number 1-800-200-4050. That, however, was assisted property search.

Source:http://www.medianama.com/2010/08/223-timesjobs-dialbpojobs/

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W.Va.’s government IT work force rallies for jobs

August 27th, 2010

Singing “Which side are you on, Joe?” about 35 members of a state-government employees union marched into the governor’s reception room at the Capitol on Tuesday afternoon, demanding that Gov. Joe Manchin intervene in the possible outsourcing of 600 West Virginia Office of Technology jobs.
After about a half-hour wait, they instead settled for venting to Manchin spokesman Melvin Smith, who promised to relay their concerns to the governor.

It was the latest protest of the possible outsourcing of state jobs by members of the Public Workers Union UE 170, and featured Bob Kingsley, the union’s national director of organizing.

At a noontime rally at the Capitol’s north plaza, Kingsley accused the Manchin administration of putting the 600 government employees “on the auction block.”

“They are being sold off to the lowest bidder. Does that sound right to you?” he asked the gathering, who responded with a resounding, “No!”
“If the governor and his chief technology officer have their way, the 9th and 10th floors of the building behind me will be empty,” Kingsley said, referring to the Office of Technology offices located in Building 5 of the Capitol Complex.

Earlier this month, chief technology officer Kyle Schafer told legislators that any talk of outsourcing the information-technology jobs is “extremely preliminary.” He said outsourcing is only one possible option to cut the state’s $35 million annual spending for IT services, with in-house consolidation also a possibility.

Administration spokeswoman Diane Holley-Brown said Tuesday it is not department policy to comment on protests or rallies.

Kingsley said outsourcing the IT jobs not only would be detrimental to the employees, but to taxpayers and residents who have “entrusted their personal information to the state” — referring to personal data and records that could be compromised if outsourced to a private vendor.

Several speakers Tuesday called on Manchin to heed the experiences of states such as Indiana and Texas, where similar attempts to outsource IT operations have been fraught with service glitches and failures, and sizable cost overruns.

“We’re concerned about our jobs . . . and the taxpayers’ money that will be thrown out the window,” said Jennifer Ayers, a 13-year IT employee. “Outsourcing is not effective. It is turning out to be a hardship for state agencies that are trying it in other states.”

Carolyn Saul, a 25-year IT veteran, urged the administration to consider consolidating state IT operations.

“We have good, hard-working employees working for the state,” she said. “We believe we can achieve the goals of consolidation and efficiency without outsourcing.”

Meeting with Smith, Kingsley called on Manchin to halt the pending publication of a request for bids to take over the IT operations.
“What we’d like from Gov. Manchin is a statement that these 600 jobs will not be outsourced,” Kingsley said.

Barring that, he said, the UE 170 members request that the administration make public all ongoing information regarding any action pertaining to outsourcing.

During the rally, speakers said they would not let their jobs be “re-badged” to a private-sector vendor without a fight.
“We may not win this fight against outsourcing of the state information-technology jobs,” Ayers said, “but at least we will go down swinging.”

Source:http://wvgazette.com/News/201008241029

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India first choice of UK firms for outsourcing jobs

August 24th, 2010

Two-thirds of British companies intending to outsource jobs offshore prefer India over China. This is the finding of a study jointly carried out by the Chartered Institute of Personnel and Development here and the accounting firm KPMG. The remaining one-third will go to China and eastern Europe.

The corporates are seeking to export call centre, IT and finance jobs abroad. A significant number of such employers called on the UK government to rethink the immigration cap imposed by home minister Theresa May in the present Conservative-Liberal Democrat coalition government, illustrating that one out of 10 jobs in the UK’s private sector will be relocated abroad in the next year.

CIPD and KPMG’s Labour Market Outlook research claimed a decline in the qualities of those who are emerging out of the British education system, which is driving companies to look overseas. Among the employers questioned, 42% said literacy skills of British graduates had fallen over the past five years, compared with 6% who said they had improved. For finance, the figures were 35% and 5% and for communication and interpersonal skills 34% and 19%.

This, despite some of Britain’s universities ranked among top five or top 10 in the world. And per capita, the UK still wins the highest number of Nobel prizes in the sciences. Many firms are also looking to hire people from outside the UK. Gerwyn Davies, author of the CIPD-KPMG report, said, “The proposed introduction of a migration cap comes at a time when many employers are still struggling to fill skilled vacancies.”

Source:http://timesofindia.indiatimes.com/india/India-first-choice-of-UK-firms-for-outsourcing-jobs/articleshow/6423889.cms

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Outsourcing odd jobs online gains popularity by the launch of gighour.com

August 20th, 2010

Gighour.com is a new start-up launched in August 2010. By the day of the launch, it had caught the attention of thousands and start connecting those who are willing to do little jobs for less than $10 and those who are willing to outsource jobs for a very acceptable amount.

The service providers include mostly university students while the buyers are working people aged between 25-40. The popular gigs that attract the buyers are virtual assistance, editing photos, reviewing writings. There are various gigs posted on http://www.gighour.com on topics varying from Writing, Fortune Telling, Designing and Social Marketing. There is also funny stuff such as singing a song on the phone.

Thei different from other outsourcing sites in the sense that everybody can post a gig that they can do because there is no expertise needed. For the last decade, C2C e-commerce on buying and selling goods have been very popular. It seems C2C online services will make a peak with http://www.gighour.com in the days to come.

Source:-http://pr-usa.net/index.php?option=com_content&task=view&id=465018&Itemid=29

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Outsourcing to the US?

August 19th, 2010

Could jobs that were once outsourced to India come back to the US? It seems that could happen.

Pramod Bhasin, CEO of Indian outsourcing giant Genpact , said he will move jobs to America because high US unemployment is pushing wage rates below that of what he’s having to pay in India.

To unemployed Americans, the announcement may be welcome news. But Ron Shah of Geena Ventures, an India-centric private equity firm, is concerned. The jobs being sent back to America, he said, are low skill and pay around minimum wage. Meanwhile, the US continues to outsource high margin, high intellectual property work to places like India, where a technology-friendly base has been built.

These jobs are being sent back to America for cost advantage, so there will be no sustainable boost to US employment, Shah argued. Historically, high margin work has been the strength of the US economy, he said. High margin work has been America’s “bread and butter” and Shah has “issues” with those jobs being exported.

Steve Cortes of Veracruz said the announcement is a “testimony to the efficacy of free markets that the rising tide lifts all boats.” This first helped American shareholders, he said, because companies were able to outsource jobs to more cost efficient places, like India. As a result, India’s middle class grows and that increases demand for the amount of American products that can be exported there, he said.

Legendary hedge fund manager Stanley Druckenmiller threw in the towel Wednesday. He said he was discouraged by his returns in the last few years, where he had averaged 30% in annual returns since 1986. But if Druckenmiller stopped playing stock-picker, should you?

Guy Adami, managing director at Drakon Capital, said a lot of hedge funds have become too big. When they have that kind of capital under management, it’s too difficult to make returns. He thinks there are plenty of smaller money managers who do well.

Being “small and nimble” is helpful, said Steve Cortes of Veracruz. He finds a lot of opportunities overnight. Large hedge funds wouldn’t be able to squeeze through because there is not enough liquidity at that time, but smaller traders can get it done, he said.

Joe Terranova, chief market strategist at Vitrus Investment Partners, said he tries to identify tailwinds.

Pete Najarian, co-founder of optionMONSTER.com, said he’s found luck in the long-term. He sells upside calls and brings in the premium. Collecting premium and collecting dividends is what has worked for him.

One way to potentially make money is to short, so where do you start? We spoke with Eric Jackson, founder of Ironfire Capital, who provided a list of names he loves to short.

EAR TO THE WALL: RIMM

From conflicts to foreign governments to confusion over price cuts of its new Torch smartphone, the headlines haven’t helped shares of Research In Motion . The BlackBerry maker’s stock is down by 12% this month.

Consumers, not businesses, now make up two-thirds of RIMM’s subscribers, said CNBC’s Jon Fortt. The company has struggled to generate excitement amongst their base, he said. The Torch, for example, sold 150,000 units over the first few days of its release. Apple’s iPhone, however, moved 1.7 million units in the first three days, including pre-orders.

Joe Terranova, chief market strategist at Vitrus Investment Partners, said he would buy RIMM at $45-55 a share on the basis that it might be acquired. Asked if Microsoft might want to purchase RIMM, Fortt said that would be the “worst buy in the world.” RIMM has a $30 billion market cap, so why would MSFT pay that amount to acquire a company that performs the same services it already has.

Fortt thinks Nokia , however, is an interesting guess on who might takeover RIMM. He said the two companies have roughly the same market cap and strong personalities at the helm, so he’d wonder who’s in control. Nokia is great at phone services and RIMM offers top e-mail services, so the companies could use each other, he said.

Source:http://www.cnbc.com/id/38759781

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Lawmakers keep asking about outsourcing of 600 state IT jobs

August 10th, 2010

Legislators Monday continued to grill state Chief Technology Officer Kyle Schafer about prospects for outsourcing nearly 600 state information technology jobs — and Schafer continued to stress that discussions are extremely preliminary.

Schafer told the legislative Joint Committee on Technology that outsourcing is just one option to reduce the state’s $35 million annual cost to operate various IT services for state agencies.

He said the state Office of Technology is also looking at an internal centralization of some 13 separate state IT offices.

“We’re doing an assessment of what we think the estimated savings will be,” he said. “If it would be more cost-effective to centralize, we’ll make that recommendation.”

Schafer confirmed that in June that IBM is reviewing all of the state’s data centers and IT applications, a study that had sparked rumors among IT staffers regarding the possible outsourcing of their jobs.

Last month, about 75 Office of Technology employees rallied outside of their Capitol complex offices to protest any outsourcing plans.

“This whole movement you’re undertaking, I know, is making a whole lot of people nervous,” Delegate Nancy Guthrie, D-Kanawha, told Schafer.
Schafer said the Manchin administration’s policy has been consistent when it comes to any consolidation of state services.

“There’s not been any single layoff of any employee with any consolidation we’ve done,” he said. “This is an economic development and jobs creation initiative, not a jobs elimination initiative.”

If the state decides to outsource the IT jobs, it will be to bring more private-sector jobs to the state, he said.

“The question is, can we leverage that managed service to attract other jobs to West Virginia?” Schafer said.

He had previously told legislators that if the IT jobs are outsourced, state employees probably wouldn’t be laid off, because the winning vendor would be required to “rebadge” state employees as their own.

Office of Technology employees have protested that their benefits as state employees would not transfer to their new private-sector positions.

Guthrie noted that other states have not had success outsourcing their IT operations, citing problems with outsourcing by the states of Virginia and Texas, among other states.

“There are four different lawsuits in four different jurisdictions saying this is a bad idea to outsource,” she said.

Schafer said that, while those states have “some service issues they’re working on,” there have been more successes than failures among states outsourcing their IT operations.

Guthrie also complained that legislators are not being kept fully apprised of the status of the IT transition.

“It’s like so much of state government anymore. It’s all in your head,” she said.

Also Monday, Ken Arndt, southeast region president for Frontier Communications, said the state landline phone service provider will soon have a statewide fiber-optic network in place, connecting assets from the company’s previous operations in the state with those acquired from Verizon as part of a 14-state, $8.6 billion acquisition, effective on July 1.

He said Frontier will be able to provide new high-speed Internet connections to 50,000 households in 190 locations around the state within 180 days, and to reach a total of 100,000 new households by 2011.

“We will take West Virginia, which is the 47th least-wired state in the United States, to the top five in five years,” he told lawmakers.

Source:http://sundaygazettemail.com/News/201008090718

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