No Australian, American or Western European call centre can compete with labour costs of less than $10 AUD an hour. Sure, the customer may experience an operator who speaks with an accent, but when you can save over 50% in costs, it is worth while.Why should small business outsource Clearly the large companies benefit from this, but why can't medium and small businesses copy the large companies? They can, but for some reason they choose not to. Business owners who have spend their life building their business

may not see outsourcing as a viable option for their business, because it will not fit into their business model, which is very similar to the way many business owners were regarding the Internet and email some years ago. Outsourcing may not reach the same level of popularity as the Internet, but there is little doubt that the businesses, who chooses to focus on their core business and outsource the non core activities to experts will become more competitive,

simply because they do not have to allocate time, money and dedication to activities that does not contribute to the bottom line.The dangers of outsourcing Outsourcing is not always the right answer and it is important to choose the right outsourcing provider with care. The biggest danger is if both parties expectation does not match each other.

It is therefore essential that the processes are properly defined (and subsequently followed) or it is a recipe for disaster. It is important to find a BPO which knows what it is doing and a good indicator is to ask for references, (though these can be rigged as well).A more reliable indication is to analyse the process documentation and ask for a testing period, prior to going live. This serves several purposes: 1) Process documentation indicates the level of quality, which can be expected 2) Testing period is always required as there will always be teething problems, when two organisations are starting to work together. Next

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