John Navas <spamfilter1@navasgroup.com> wrote in
news:c7liv29t611nd9t05prbrn3pbfrkhq6mme@4ax.com:


> Call centers are often outsourced out of the USA not only because of
> lower cost, but also because people in other countries are more willing
> to put up with stress from callers due in part to being more grateful
> for the employment.
>

Actually, that is not true. Many studies (including one currently underway
at the University of Michigan) show that the inability to understand the
many facets of american culture leads to the inability to handle the
business cost-effectively. Because of cultural and language barriers, the
calls last longer and drive a higher volume of repeat calls, both of which
add cost to the business- while the cost per minute is cheaper offshore,
the cost per call when additional second-tier support is factored in to
handle the additional escalation volume is actually on par with many
onshore call center options. This is why you are seeing a number of
successful companies pull their work back onshore.