What To Do Before The Move?

So the move to Minneapolis is now 100% official. The mover is booked to come February 22nd to pick up everything here in Chicago, and deliver it to our new apartment in St. Anthony, MN on the February 25th. Though I am kind of sad to leave my sweet home Chicago, I am also excited at the chance to get a fresh start in a new city.

But, before I am looking for ideas on those must do things here in Chicago. So please comment with your ideas and I will create a list of them and post updates as Steph and I accomplish them.

I am looking for everything from the best places to eat, to tourist stuff that you always forget about when you live here. During February Steph and I will work on accomplishing as many as possible before we leave. So start commenting everyone and let Steph and I know what you think we should do before we leave!!!!

What companies keep their customer call centers overseas?

So I was posed the question, "What companies keep their customer call centers overseas?" on Quora yesterday. You will find my response to this question below. Today I was reading my response again and thought how interesting it would be to hear other business owners take on off-shoring/near-shoring vs. on-shoring. It is a debate that is talked about all the time, but instead take the stance as a businessperson who is faced with this hard decision. Here are the 2 questions I am looking for you to answer.

How do I quantify keeping my call center services onshore?

How do I quantify taking my call center services offshore or near-shore?

When I get everyone’s response I will follow up the post with a summary of what I received. I am so excited to see the responses.

My Response to The Question on Quora:

http://www.quora.com/What-companies-keep-their-customer-call-centers-overseas

The list of companies who are overseas or nearshore is pretty vast. Typically you will find that the companies who go offshore are consumer based organizations as they typically have the highest volume of calls to support. Also customer service and technical support is looked as a loss center, and most organizations look to limit loss as much as possible.

Now over the last 3 - 4 years this mentality has be gone to change with the birth of companies like Zappos who view their Customer Service call center as they're only means of advertisement and customer attraction. This unique view has made many companies begin to re-evaluate their current support solutions and in many cases come back to US based operations.

Personally I feel that offshore centers do serve a valid purpose for specific vertical markets segments that require HUGE volume support with little to no direct line communication. (i.e. - Web Chat & Email Support) But, when the support requires phone support or the chance for follow up communication from those emails or web chats, then onshore support is the way to go no matter the additional costs.

Really at the end of the day it all depends on the organizations business model and view of their customer service and technical support solution. If they take the traditional view of it as a cost center, then offshore it goes. But, if they take a new age view of their CS and Tech support being a means for customer attraction and repeat business, then there is a good chance it will be supported in the local country of it's consumers.

To Your Success & Prosperity,


Michael C. McMillan | Director of Sales
The Connection® Contact Center Services
11351 Rupp Drive, Burnsville, MN 55337
Main Line: (952) 948-5488
Direct: (952) 948-5476
Fax: (952) 948-5498
Email: mike.mcmillan@the-connection.com
Website: http://www.the-connection.com

What Is Your Standard Work Day?

Okay so I will admit it, I am one of those people who listen in on others conversations when I am out. I mean why not? If they are out in public I figure it is open season for my ears. LOL!

So today I overheard a girl telling her boyfriend how upset she was that her boss asked her to work a couple extra hours to finish a project. She continued on explaining what she was doing, and then I heard something that almost made me comment.

So before I quote let me set the scene for you. Starbucks 7am’ish in Chicago an early 20’s maybe late teen couple sit in the big leather chairs with the coffee and macs talking about the girls work woes. As she explains to her boyfriend about the sales presentation work she is doing she says, “can you believe that my boss made me work a 11 hour work day to finish that stupid presentation!” “I told him right there that this was crazy and that I would never do it again!” “I mean who would ever work that many hours in a day?” “8 hours is what I am scheduled for, and that is what I work no matter what!”

I have not been able to shake what that girl said all morning and just had to share it with others. In addition, I was curious to see how many others think as this girl does about 8 hours, is 8 hours?

For me my workday never really ends. I will jump up in the middle of the night if my cell were to ring, just incase it is a client or prospect that needs me. I mean I even had my cell (on vibrate) in my tux coat at my wedding ceremony and more than likely would not have hesitated to answer it. On average I would say I work a 10 – 12 hour workday, and many times even put in quite a few hours on the weekends. For me it is not because I believe my boss requires me to do this, it is because I want to be the best I can be at what I do. I just cannot for the life of me understand why a person in a sales support role would feel like this girl does!!

I am a firm believer in the old motto that the way you work defines you as a man/woman. Over the last few years I worry about the youth and even my generation forgetting this motto. This motto is why we have the Steve Jobs, Bill Gates, and Sr. Richard Branson’s in the world. If my generation and the ones following do not begin to understand this soon, I fear for the future of this great nation that we are about to lead.

They need to understand the government is not our parents! They are not responsible to see that you are clothed and sheltered. They are here simply to provide you the freedom and protection for you to do what you want to do to make an honest buck and spend it like you want. THAT’S IT!

We just all have to know and embrace that the world is not fair, nor should it be. If you want to make money, you need to work HARD for it. Like everyone’s grandfather said, “all that is guaranteed in life is death and taxes.”

So get out there, stop complaining, and get to work! That is all it will take to get our nation back on track.