In 2006 Monster Worldwide, a US based job search website, offshored its call centres for US clients to a supplier based in Mumbai India. Monster was dissatisfied with the quality of the 400 strong Indian workforce due to their inability to resolve customer complaints on the first call because of the language barrier. Monster felt it could get the job done with higher quality and equal cost in North America. 1000 locations in North America were evaluated, and the availability, cost and proficienc...

BPIR Categories

2.4.2 Create and implement outsourcing strategy
6.2.1 Select suppliers/outsourced contractors
6.2.2 Work with suppliers/outsourced contractors

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