National Rail Enquiries handles the telephone calls for the British rail system. Before outsourcing, it had trouble just answering the volume of calls. Now its call center has become a strategic driver for better customer service.
India is receiving all the headlines as the best place for offshore outsourcing. But a new study by the Aberdeen Group found that a majority of companies prefer to send their call center work to Canadian service providers if the work is leaving the US.
Alfonso Montiel of EDS shares practical steps to prepare a procurement outsourcing strategy.
Aberdeen reports ASPs specializing in CRM will enjoy a growth rate of 84 percent in the next 36 months. The preferred way to outsource is now hosted applications.
There’s a troublesome trend in decision-making processes in the outsourcing community. Here are the details, along with the best-practices suggestions.