Several midsized call centers in India and one in the Persian Gulf have skipped the first two stages in the usual call center lifecycle. They have done this by recruiting experienced managers who quickly pull together teams on the basis of merit and who can immediately begin performing complex inbound work. Examples include the facilities that have been set up or run by B.R. Chandra Shekar.
Potential clients need to understand where an IT facility stands in its lifecycle so that service needs will match up with what a facility is capable of providing at that time, and vice versa.
For example, if you put a detail-oriented inbound program into a center that is still at the beginning of its lifecycle, then results will rarely meet expectations, and service gaps could result. Since B2C work usually marks the beginning of most offshore facilities' lifecycles, it will be examined here first.
It is important to recognize early facility lifecycle issues, even if you never intend to run a B2C program. You might be involved as a client or a manager of a later-lifecycle program that starts to display unfavorable characteristics. By correlating those characteristics with early lifecycle facility behavior, you will be in a better position to respond appropriately.
Later-lifecycle facility characteristics will be covered in an upcoming column. The remainder of this column identifies characteristics of business to consumer (B2C) outbound programs. U.S. clients of inbound, later-stage programs running alongside other clients' B2C programs need to be able to identify and respond to the following B2C program characteristics.
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