Thursday, November 3, 2011
4:00PM - 5:00PM
Track: Track B View Track
INTERNATIONAL OUTSOURCING OPPORTUNITIES AND CHALLENGES
- Review of key regions: Canada, Caribbean, Latin America, South America, Other?
- Call qualities on voice and non-voice work - who's doing better?
- Labor cost trends
- US unemployment impact on off-shore - is outsourcing coming back to USA
- Regulatory challenges: TCPA, FDCPA, new Consumer Financial Protection Bureau
- Trends to reduce call attempts per day/week
- Success through web chat
- Markets poised for growth
- Using “Work from Home” agents for pre-charge-off work