Interesting question. I think there are substantive issues to address. As Wayne has pointed out, cost, efficiency and trustworthiness are a few hurdles.
Another area to consider is the reaction of suppliers and customers to the news that the process has shifted to Africa. I suspect the media will play an important role in shaping the reaction to it.
Other considerations which spring to mind:
Security of Information and Fraud prevention
Reliability of technological infrastructure
Speed of communications
Response times and complaint handling
Perceived competence of the staff performing operations (both from a customer's perspective and from a management perspective)
Certainly food for thought.
All the best,
Alison
posted 9 days ago
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