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Monday, November 08, 2004

Optus outsources customer service

Optus Australia is close to completing a comprehensive review of its customer service operations which is likely to result in some of the 3500 jobs in the area moving offshore.

This comes as its growth is slowing down - another market is facing saturation, more companies need to look for more growth strategies.

Optus decided to outsource its customer service, following the example of mobile rival Hutchison, which now has the majority of its Australian call centre operations in India. It continues to show that outsourcing is not necessarily restricted to the US alone, but that business across the globe take related actions.

Again - while it is clear that companies need to streamline operations and we are supporting the need for outsourcing or offshoring, as it is the natural trend of businesses to look for better sourcing, outsourcing of customer service is also something that can endanger the relationship between a company and its customers or clients, if not done correctly.

(By Asia Business Consulting)