In my last corporate role, I asked my team to identify some test accounts and to send them exclusively to India and to also send some accounts exclusively to our call center in Canada.
When we ran this test, we saw that the Purchase Volume for those that went exclusively to Canada jumped by approximately $48/month. Conversely, the accounts that went exclusively to India went down by $24/month.
Without further context, these numbers may not seem valuable. However, clearly you could see an impact on customer experience and the behavior of the customer when they were not forced or were forced to deal with a certain environment.
This also changes the equation in terms of the cost per hour of outsourcing and "opportunity cost" must be added to the outsourcing equation so be sure to test for this prior to entering any BPO environment that directly touches the customer.
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Hi,
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