To Their Credit, Credit Card Issuers Are Outsourcing More
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Credit card companies are outsourcing more than just their call centers. Dan Montgomery of Convergys explains why.
Research & Insight
Author archives
Ireland (With Help From India) Helps Boston Insurance Company Compete
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
This issue our Other Than India series focuses on Northern Ireland. Liberty Mutual created a captive in Belfast for applications development during the dot com boom when programmers were in short supply. Today the insurance company has 160 people there who can easily travel to Boston when necessary.
Should Commercial Software Companies Create A Captive Or Outsource?
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Should commercial software companies create a captive organization or outsource that work to an offshore provider? Sean Walsh of Symphony Services crunched the numbers and came up with an answer.
Nicaragua Wants to Become A Nearshore Hot Spot
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Many of us remember watching the Iran-Contra hearings on TV. Over 400,000 nationals fled Nicaragua during the civil war; many settled in the US. Today they have returned home with an affinity for America and good English skills. Sounds like a good base for offshoring.
How Offshoring Can Create Jobs For Americans
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
The media reports how offshoring is putting Americans out of work. This is certainly happening. But David Andersen, a partner at Bryan Cave LLP, describes how offshoring not only saved jobs but also created them for his high tech clients.
Why the Midmarket is the Hottest Segment of HRO Today
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
A new report from the Everest Research Institute found the midmarket accounted for more than half the full-service HRO transactions. Eight trends are converging to make it the fastest-growing segment of the HRO market.
A Case Study: What Drove CarMax Auto Superstores to Outsource its HR
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
When Circuit City spun off CarMax, the car retailer had no HR department. CarMax had to decide whether it should gear up PeopleSoft and keep the function in-house or outsource. Outsourcing won because of the supplier’s depth of functions in addition to the cost savings.
Convergys Study: Companies Don’t Have Workforce Agility and It’s Costing Them Plenty
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
A Convergys-sponsored study on workforce agility discovered many companies are overspending as much as 10 percent through things like excessive headcount and inappropriate training. And they could add another 10 percent to the bottom line if they hired the right people. Bonnie Tichman explains.
VoIP Solves Technology, Labor Challenges for Growing US Call Center
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
VoIP slashed turnover and capital costs at a national call center operation without sacrificing voice quality. Five9’s ASP solution sounds good to customers. Third in a series about this new technology.
Archstone Consulting/Duke University Offshoring Study: Respondents Reported 30 Percent Annual Savings
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
How much money do companies really save offshoring? This new study answers that question scientifically: 63 percent saved more than 30 percent and 14 percent banked more than 50 percent.