Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Renewals are the big news in human resources outsourcing. Mohammed Haque, Vice President & Head of Enterprise Solutions Service practice at Genpact, estimates about $40 billion in contracts will come up for renewal from 2010-2012. How buyers go about renewals is about to change. Buyers are becoming “much more aggressive in going out and getting …
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
In its day, offshoring created a tectonic change in outsourcing. Today, new trends are bubbling to the surface that will also create a sea change, especially for BPO. Today’s way of doing things may be destined for a dusty museum five years from now. Let’s take a look at the impact of technology on the …
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Our experts predict several areas of the industry will experience significant growth over the next five years. Predicted growth areas for outsourcing will include reverse outsourcing, verticalization, emerging markets, business analytics, healthcare, transportation, and ERP, among others. Industry trends Andrew Pery, Chief Marketing Officer, Kofax, says one of the predicted growth areas for outsourcing will …
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
ACS collects child support payments for the state, which increased scope and added customer care. Soon after that transition, Hurricane Katrina hit. ACS went into overdrive to get child support payments to parents, many of whom had fled the state.
Outsourcing Center
It’s very possible for buyers to form highly successful relationships with a new provider after experiencing a failed relationship. But there are pitfalls. What are the best practices that ensure success in these situations the second time around? Here are some industry experts’ insights.
Jerry Bowles, Business Writer
Outsourcing has been one of the most important factors in the industry turnaround, providing an opportunity to remove large amounts of fixed cost while drawing on the expertise of the outsourcer to update the airline’s technology base. Read why airlines are outsourcing important business processes.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Hughes, America’s 15th largest ISP, outsourced a call center for inbound direct marketing. Today, half the company’s direct sales come from this outsourced relationship. Sales doubled while costs fell 30 percent. ACS turns 14 percent of these calls into sales, up from three percent. Increasing the conversion rate allows Hughes to do more marketing with the same dollars.
Outsourcing Center, Kathleen Goolsby, Senior Writer
A recent study found a correlation between job and benefits satisfaction and employee loyalty/retention. But benefits programs are growing more costly and becoming increasingly difficult to administer. Here’s how outsourcing helps.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Four primary areas of risk await buyers of outsourced services in 2006. Industry experts share their recommendations for handling them.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Where will suppliers outsource work in the next couple of years? And why? There are dramatic changes in attitudes toward this decision!
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