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Category: CRM & contact center

Can Offshore BPO Have an Impact Beyond the Bottom Line? | Article

Can Offshore BPO Have an Impact Beyond the Bottom Line? | Article

A new study by Monitor Group and the Rockefeller Foundation examines BPO that delivers a “double bottom line”—a strong business case and social impact. There’s little doubt that offshoring business process work can deliver cost savings for outsourcing customers and profits for business process outsourcing (BPO) providers. But can the BPO industry actually improve the [...]

Creative Collaboration Leads to “Win-Wins” in the Call Center Space | Article

Creative Collaboration Leads to “Win-Wins” in the Call Center Space | Article

Outsourcing Excellence Award — Most Collaborative: Barclaycard US and Firstsource “We are getting results that exceed our plan. By the end of the first year, performance of our former employees who are now on the Firstsource team was at or above what it was when we initiated the transition.” Brian Duffy, head of service and [...]

Telvista – English/Spanish Contact Center Services | Service Provider

Telvista – English/Spanish Contact Center Services | Service Provider

Telvista provides English and Spanish contact center outsourcing services to companies that want more from their customer relationships. We believe in delivering what matters most to our clients. By leveraging extraordinary people, process, and technology, we deliver customer service and support solutions that reduce the cost of service, increase customer lifetime value, and create distinct [...]

WNS Global Services – We Extend Your Enterprise | Service Provider

WNS Global Services – We Extend Your Enterprise | Service Provider

WNS is a leading global Business Process Outsourcing (BPO) company. Founded as British Airways’ captive back-office in 1996, WNS has today risen to a leadership position with more than 200 global clients, serviced by over 21,000 professionals across 23 global delivery centers worldwide, including Costa Rica, India, the Philippines, Romania, Sri Lanka and United Kingdom. [...]

Best Practices: Online Chat Sales | White Paper

Best Practices: Online Chat Sales | White Paper

Online chat is gaining more attention as a growing customer service delivery method. To validate best practices for online chat sales and to help companies maximize online sales and customer service, TELUS International commissioned a benchmarking study. Based on 60 in-depth Web chat sessions among six Fortune 500 companies, the study analyzed the qualitative metrics [...]

A Supply of Older Workers Benefits Companies and Outsourcing Service Providers | Article

A Supply of Older Workers Benefits Companies and Outsourcing Service Providers | Article

Baby boomers are living longer. The terrible economy, sliding home and stock prices, and low interest rates are forcing them to work longer. The silver lining is this is good news for both outsourcing service providers and enterprises that need expert help. Companies turn to NuuKo for executive advice in healthcare Companies needing advice typically [...]

TeleTech, Lithium Technologies Join Forces to Create a Social Media CRM Outsourcing Solution | Article

TeleTech, Lithium Technologies Join Forces to Create a Social Media CRM Outsourcing Solution | Article

One of the big corporate worries about social media is that customers will complain about them and then the whole world will hear the problem. The customer who received the 300-page iPhone bill and the United baggage handlers who broke a musician’s guitar demonstrate what happens when unhappy customer comments go viral. “With customers constantly [...]

Insigma Technology – Providing Best-Fit, Cost-Optimized IT and Business Solutions | Service Provider

Insigma Technology – Providing Best-Fit, Cost-Optimized IT and Business Solutions | Service Provider

Insigma Technology Co. has a proven track record as a great partner for organizations looking to transform their business. We help companies bring innovation to their business. We are especially known for creative thinking and innovation  around complex IT and business issues. We help our clients move beyond their operational constraints, differentiate their products and [...]

Scotland Beckons as a High-Quality Outsourcing Location, Especially for the Financial Services Sector | Article

Scotland Beckons as a High-Quality Outsourcing Location, Especially for the Financial Services Sector | Article

Scotland is not a low-cost outsourcing alternative. In fact, most of the service providers in Scotland also have operations in low-cost locales. Yet Scotland has become an important part of the global mix. Why? “We have been under a bushel. Now it’s time to come out into the limelight and show the world there are [...]

Crossing the Chasm to Mission Critical Workloads in the Cloud | Event

Crossing the Chasm to Mission Critical Workloads in the Cloud | Event

Tuesday, November 30, 2010 | 11:00 a.m. CST; 12:00 noon EST; 9:00 a.m. PST This webinar has ended. Download the handout from the webinar. Early adopters of cloud solutions have focused mostly on email and collaboration solutions; ERP, CRM, and SCM standalone applications; testing environments and systems management tools. The promise of speed, predictable cost [...]

Neusoft – Beyond Technology | Service Provider

Neusoft – Beyond Technology | Service Provider

Neusoft is the largest IT solutions and services provider in China and your premier BPO partner in China. To date, Neusoft has set up six software bases, eight regional headquarters, and a comprehensive marketing and service network in over 40 cities across China. In the global marketplace, we have also incorporated subsidiaries in the United [...]

Outsourcing Becomes One of Television’s Hottest Plots | Article

Outsourcing Becomes One of Television’s Hottest Plots | Article

When I wrote my first story for the Outsourcing Center in 1999, I received only blank stares when I tried to explain my new passion. Most people confused it with outplacement. Back then, many people probably noticed that someone other than their company printed their paychecks. But unless you were losing your job because your [...]

Sonoco Found HR Outsourcing Has Changed to Serve Midsized Firms Better | Article

Sonoco Found HR Outsourcing Has Changed to Serve Midsized Firms Better | Article

Small and midsized businesses often have the same human resources challenges that much larger companies have. They grow by acquisition and have to standardize their human resources (HR) when they get a new family member. They have to change how they approach HR when they become global enterprises. Outsourcing often provides the answer. But it [...]

Minacs – Inspired Every Day | Service Provider

Minacs – Inspired Every Day | Service Provider

At Aditya Birla Minacs, “inspired every day” is more than a tagline. It is part of our DNA. And it drives every Minacscion to realize our vision and execute on our mission, every day. Our mission is to exceed client expectations every time with our passion for excellence and speed of execution, leveraging our global delivery [...]

Infosys BPO Ltd. – Powered by Intellect, Driven by Values | Service Provider

Infosys BPO Ltd. – Powered by Intellect, Driven by Values | Service Provider

Infosys BPO Ltd., the Business Process Outsourcing subsidiary of Infosys Technologies, was established in April 2002. Since then, it has grown consistently to close FY 2009-10 with revenues of $352.1 million. Our company has centers in India, the Czech Republic, China, the Philippines, Poland, Mexico, the USA, and Brazil, and employs over 19,300 people. Infosys BPO [...]

How an Offshoring Relationship Grew from a Low-Cost Provider to Strategic Partner | Article

How an Offshoring Relationship Grew from a Low-Cost Provider to Strategic Partner | Article

Barclays Global Retail Bank wanted to consolidate its Indian suppliers. It bought a 50 percent share in Intelenet Global Services to accomplish that. By the time it sold its share, the two had developed such trust the bank allowed Intelenet to handle some processes end to end. That’s when the strategic value occurred.

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