Callcentres are about the first thing we think of when it comes to outsourcing. Probably because callcentres are often the face, or even the backside, of the companies we deal with.
It is one of the most mature forms of BPO.
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Even when customers complained about service levels reducing when banks put their callcentres in India companies continued to use outsourced callcentres.
It is important that any company using a call centre, supplied by a service provider, implements the same levels of security and monitoring as it would with an in-house operation.
Security lapses can do great harm. Remember when the personal details of UK citizens were being sold on the streets of Mumbai?
Despite this problems are still occurring. I wrote a story today about a scam carried out by four callcentre workers in at a TUI Travel operation in Newcastle.
The scam saw the four processing customer refunds. Using a system that they had privileged access to the workers put their own bank detail into the system so they were paid the refund rather than the customer that was entitled to it. See the full story here.
The worst part of it is the fact that TUI Travel knew nothing about this until the callcentre closed and an audit was carried out.