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Always On Call? The Competitiveness of the UK's Call Centre Industry
Any examples of offshoring going on in practice?
Plenty:
- National Rail enquiries announced in February 2004 that half of calls to its service, which amount to about 150,000 per day, will be transferred to Bangalore and Mumbai in India. The cost of the contract is estimated at £100 million.
- Lloyds TSB will have approximately 2,500 workers in India by the end of 2005. The move has been agreed by the bank's trade union Amicus-Unifi under the terms of its 2004 offshoring consultation deal, where the bank agreed to engage the union at the concept stage of any offshoring move.
- In early 2005, Tesco announced that it would be expanding its IT support operation in India. By the end of 2005, Tesco's Indian subsidiary will employ nearly 800 staff. 400 of the new jobs will be for software professionals and the operation will also provide financial processing. This is why Tesco chose to retain ownership of the offshored business, rather than outsourcing the work.
Image: Tesco are one of the many high street names moving areas of their operation to India.
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