Author: Outsourcing Center, Bruce McCracken, Business Writer

Improving Processes, Going Offshore Best Ways to Reduce G&A Costs Outsourcing service providers servicing the midmarket (defined here as companies with $1billion to $3 billion in annual revenues) face challenges that differ from working with large corporate buyers. How do they provide the same type of services as they do for enterprises and stay profitable, especially when offshoring labor arbitrage is something they want to avoid? The midmarket challenge Midmarket firms feel “a greater sense of urgency” to remove general and administrative costs than the larger enterprises do,” observes Mike Atwood, an independent senior outsourcing consultant. A just-released FAO report…

Read More

Business process as a service (BPaaS) is emerging to be a BPO game-changer reminiscent of Software as a Service (SaaS) a decade ago. Specifically, BPaaS is adding arrows to organizations’ outsourcing quiver in how they approach their finance and accounting and other back-office functions. “Businesses that leverage traditional outsourcing deals are looking to move off of inflexible contract and delivery structures,” explains Robert McNeill, Vice President for analyst firm Saugatuck Technology. “The pillars that built and supported legacy outsourcing are under severe pressure. Labor arbitrage, old technologies, and traditional business models limit effectiveness. Businesses are looking for more flexibility, innovation,…

Read More

Success threatened Wellington Technologies. The HP maintenance provider signed a big contract, but the scope of the win was beyond the capabilities of its existing parts delivery system. And the fact that its parts delivery agreement had penalties didn’t help. After paying those penalties, the company outsourced to meet its delivery challenges and enhance its capabilities.

Read More

Research by three leading companies finds a new trend in contact center outsourcing: a growing preference for domestic or nearshore locations. Why? Greater ease in managing the engagement and lower risk of alienating important customers due to accent and cultural issues. Today, more companies are increasingly reluctant to consider offshore locations. Read about changing landscape and the forces creating that change.

Read More