As is known, the Outsourcing Industry moves millions of people in the globalized world of work, as well as millions of dollars. One of the largest and most representative examples of an “outsourcing” are the most well-known and recognized Telecontact Centers in the world of connectivity, such as the “Call Centers”.
They are a clear example of the difference between subcontracting a telephone operator (part-time services) and outsourcing an entire area of a company, which is not dedicated as the center of the business to connectivity.
One of the best examples of how outsourcing is done are the Indians, who generate high quality automated attention, with IP technology, with natural voice interfaces (with little use of IVR) and who have demonstrated exponential growth in the last decade, in addition to demonstrating the effectiveness of the services they provide, making the companies that hire them grow.
So much so that in 2004, Chilean executives and businessmen specialized in IT (information technology) made a tour to India, where they had scheduled business rounds and specialized seminars on technology matters, all with the desire to soak up Indian models, since Chile is considered the gateway to Latin America.
It is appropriate then to clarify again, that the real meaning of the word Outsourcing, is equivalent to saying, removing a complete process, passing some means of the company into the hands of a specialist, leaving the entrepreneur, only the center of the business or core Business, reason for which the company was created.
Contact centers or call centers have proliferated in Chile like weeds, more than in other Latin American countries, because we have managed to understand that this type of "outsourcing" must be in the hands of experts and in Chile we definitely have good experts in this matter (with exceptions), since they have the latest technology required, they have human capital with skills to develop the business (skills that must be improved in many cases) and they have clients who have understood the difference between an "outsourcing" process and the subcontracting of telephone operators, who do not see this service as a business, but only as a job.
How the telecontact outsourcing industry participates:
Telecontact actions (telemarketing, teleshopping, telecollection, etc.) exercised by those companies contracted to the Outsourcing industry are increasingly adapted to the demands of modern companies, given, on the one hand, the global trend to produce highly efficient systems and with demanding quality standards, on the other hand the requirements of complying with existing legal regulations, having to adapt to the new labor laws that for the first time regulate the industry in Chile and finally due to the requirements of having Quality Certifications, where the ISO 9001 has been a great contribution.
Industry customers, in the new era:
The clients of this new century are tremendously demanding in aspects of quality of care and in matters related to legal aspects, such as the labor rights of the workers who represent them in front of the client and the “rights of the consumers”, since They have greater clarity on the aspects of social responsibility and understand what it means to be joint co-debtors of these resources.
It is conclusive then that the beginning of this new century makes Chilean companies participate in a process in which technological progress tends to neutralize the quality differences between products and services and, if any, appear to be marginal and give way to a concept of greater enhancement than the sale itself and that has to do with the quality of the contacts in all its stages, as part of the concept of "loyalty" all from a platform connected via remote and almost virtual. This is when the battle to be differentiators and to be the best begins.
Good for Chile and Chilean businessmen, notwithstanding all the good things, they have much to improve, starting with the selection of their personnel, training in communication skills and avoiding such high turnover due to the low salaries that many of them deliver.
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