I'm determined to cover more than the onshore/ offshore argument, but I couldn't resist commenting on this story.
Lloyds TSB (one of the UK's big four banks) is looking today to hire 150 people for its Glasgow call centre. The Glasgow operation is already a 1,000 seat centre and even if these are seasonal hires, it's still a significant investment.
The financial services sector has been one of the big generators of off-shore stories (see regularly HSBC in the UK or ABN Amro for the Netherlands), so good to see the alternative being represented.
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Europe - despite all the media coverage to the contrary, call centres are alive and well onshore. This blog discuss the issues of working in European Call Centres and the more interesting aspects of so many cultures.
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2007
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October
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- Skype, Contact Centre & Banking
- Pour le weekend - un site tres interessant
- Speech Market Share
- Offshore - why I would go for South Africa over India
- e-mail in contact centres, process driven or respo...
- For a Friday - why are contact centres so disliked?
- Call Centre to Contact Centre... or why worry abou...
- City Centre Call Centers - A European quirk?
- How Call Centers vary across Europe
- Onshore still growing - Lloyds TSB
- Technology firms, Europe and speech recognition
- On-shore Call centres in decline.... is that the w...
- An Introduction
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About Me
- Alex
- I've worked for Cisco in Europe for about a year now. Prior to that I worked for a major system integrator, mostly with contact centers and with financial services companies. Even longer ago, I was with a telco and worked as a contact centre agent. All opinions in this blog are mine alone and do not represent the opinions of Cisco or any previous employer.
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About this blog
The European Contact Centre blog looks at the transition of call centres to contact centres and other major trends that I see in European contact centres.
The blog looks at all main technology vendors (especially Cisco, Avaya and Genesys) and their related partners. As I work for Cisco, obviously IP Telephony and IP Contact Centre are considerable interests of mine but that does not mean that TDM will be ignored. Similarly the offshoring of call centres will undoubtedly be a discussion topic, as will other business trends. As we see the increasing growth of networked based technology (Cisco or otherwise), the contact centre will be an increasingly strategic part of the enterprise.