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Destination CRM: Outsourcing call centers

Ramin Ganeshram reports on call center outsourcing including CompuCredit’s outsourcing of its call center to India-based ICICI One Source.

Rief has protected his company by making a huge stateside investment in redundancy. It costs more, Rief says, but he wants all the systems where he can control them. That translates to multiple IVRs and ACDs in multiple, colocated facilities–all controlled and monitored from Rief’s Atlanta Office. There are even Web cams on the call center floor in India. “In terms of technology we even had to think about things like power sources–it’s not uncommon to lose power in parts of India,” he says.

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