Outsourcing number 2 - Just dial your option

I just read over at Techdirt about the newest twist in outsourcing as offered by E-Loan Inc. and tracked some related articles down to highlight the story.

Apparently, consumers calling the company have the option to choose in which call center their call is handled: Press 1 for an outsourcing centre in India or 2 for centre in the U.S. Disadvantage? Processing in India is faster – instead of 12 days, the wait is ten days. I am not sure why this would be like this, but at least it provides the choice of mode. I am also not sure, what are the cost structures – is a faster delivery via India cheaper? Apparently not yet, also it does not make sense. However, Chris Larson, CEO of Dublin-based E-Loan Inc says that E-Loan might also offer price breaks if customers go this route. And so far, nine out of ten customers have chosen to dial via India.

(By Asia Business Consulting)