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Small and medium-sized enterprises that outsource skills and staff believe they might lose control, so they try and take steps to make sure that does not happen, according to the National Outsourcing Association (NOA).
Company directors of SMEs tend to let outsourcing contracts to local businesses which are often in close proximity, so the actual communication tends to be on an informal basis rather than a formal one.
According to the Customer Contact Association, the UK call centre outsourcing industry is worth £1.4 billion and the UK offshore services industry is worth around £220 to £240 million.
By 2009, approximately 100,000 agents will work in Indian call centres, according to a report by Datamonitor.
Martyn Hart, chairman of NOA, said that the way company directors of SMEs retain control when they outsource, is by having a contract with "things like service levels in, so the supplier responds to that".
"Most small businesses dont regard office cleaning, auditing, accounting, vehicles, running and even IT at a lower level, as outsourcing. They just think its the way they do business," Mr Hart added.
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