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Jack - SPECIAL FOCUS
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Convergys: from outsource provider to global full-service outsourced solutions provider; Customer Inter@ction Solutions recently interviewed John C.
Jack Freker has a clear message for those in the call center industry who believe offshoring will solve every problem.
"We don't think [offshore] is the panacea," he said. "It's part of the balanced solution that we bring to our clients. We believe that every solution should include a high degree of technology and disruptive process fix to help either cut costs or improve the quality of the solution. We think it's important to have a full mix of solutions--onshore, offshore and a technology solution." The $2.5 billion company has worked to change its business model "from just an outsource provider ...See the full content of this document
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