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.
Monthly Archives: November, 2003
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.
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.
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.
Offshore outsourcing is taking away jobs from Americans; politicians don’t like it. But there are many positive benefits.
New Study Reveals Trend in Using Outsourcing to Control Business Outcomes and Support Strategic Planning | Article
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.