Buyers who outsource their call centers are discovering they can reduce cost and increase their customers’ satisfaction even when call volumes are increasing. New studies show using a mix of offshore and domestic agents is sparking double-digit growth in Europe.
Governance tends to be one of the most difficult aspects of outsourcing. Yet it is vital to a relationship’s success. Roger Swantek of EDS describes how to create a successful governance program for procurement outsourcing.
Can you send data offshore and be sure it’s safe? Last month a Pakistani subcontractor threatened to post patient records from a San Francesco hospital on the Internet in a payment dispute. Everest’s Rich Bagby explains how to protect outsourced data at home and abroad.
Avaya and Convergys are working together to create an HR solution with global reach. The secret of their success: both buyer and provider have skin in the game.
A just-released Accenture study reports the combined opportunities of cost reduction and more time to focus on core activities encouraged buyers to outsource their procurement process.
Outsourcing is revolutionizing an 1892 process at the University of Utah. Finding a roommate used to be a trying experience for college students. Now ASP technology is allowing them to select roommates online long before classes start.
Sole source initiatives are successful when the buyer manages the process. Peter Bendor-Samuel, Todd Furniss, and Eric Simonson discuss the steps buyers can take to keep a sole source outsourcing on track.
Dispute review boards in the construction industry have cut out the need for litigation to settle disputes. Attorneys Matthew Furton and Paul Bent describe how a Real Time Intervention Panel can do the same thing for IT outsourcing contracts.
Offshore outsourcing is taking away jobs from Americans; politicians don’t like it. But there are many positive benefits.
A new Accenture study discovered that 86% of buyers gain more control over strategic business results in a variety of critical areas, such as shareholder value and revenue, when they outsource. And 73% of the companies redistribute the cost benefits of outsourcing to either bottom line or growth efforts.
If I had to do it over again, I would change….is the lament of many executives structuring outsourcing agreements. We interviewed six who were satisfied with the plans they made. They shared a common approach: they used an advisor.
Full-service human resources outsourcing (HRO) is one of the most rapidly evolving outsourcing markets. It can offer substantial value to the right buyers; if they approach this young market wisely.
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