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Research & Insight

Function

CRM & Call Center

Nearshore and Domestic Locations Spearhead Increased Call Center Outsourcing

Outsourcing Center, Bruce McCracken, Business Writer

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.

Dealing with Cultural Nuances in Offshore Outsourcing Relationships

Outsourcing Center, Kathleen Goolsby, Senior Writer

Understanding people’s expectationss and how people think differently from culture to culture will improve the chances for success in an offshore outsourcing relationship. Here’s what you need to know about China, Ukraine, and India, as well as insights into offshore service provider selection criteria and determinants for success.

How a Money Management Firm Benefited from Outsourcing Its HR to a PEO

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Pegasus Capital Advisors, a private equity firm, is operating in today’s uncertain financial markets. Instead of doing strategic work, the CFO found he lost whole days dealing with employee problems, since he was also responsible for HR, too. Outsourcing to ADP TotalSource not only saved time but also gave the firm’s employees more benefits, which became a great recruiting tool.

Thinking in and Out of the Box (or Crate): Outsourced Logistics Solution

Outsourcing Center, Kathleen Goolsby, Senior Writer

Not all logistics services are the same. Many do not pick up loose items and lack the capability to create specialized crating for hi-tech equipment and other costly items delivered worldwide. Here’s what two companies found when they went searching for the best deal in logistics services for their products.

How One Manufacturer Grew Its HRO Over Time

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

ABB Inc., a technology manufacturer, grew by acquisitions. In 1995 ABB wanted to create a single culture with centralized processes and policies. It decided the best way to do this was outsource. Its first step: centralizing its 401(k) plan. Today, 13 years later, ABB has outsourced many of its HR processes to its original supplier: Fidelity HR Services.

Can You Program a Remote? How Veritude Populated Overhead Door’s Call Center

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Overhead Door Corporation’s Genie call center gets 55,000 plaintive calls a month. The manufacturer outsourced its call center operations unsuccessfully to two different U.S. suppliers. So it decided to bring the call center function in-house and hired Veritude to populate it…which it did 30 days early because the incumbent supplier abruptly decided to close its doors. Here’s the story.

Online Retailer Outsources Voice Mail Because Customers Still Want to Use the Phone

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Online customers communicate through email. But some want to do things the old-fashioned way–they want to talk to a real person about their needs. Small entrepreneurs with day jobs can’t answer their calls during the workday. Outsourcing provides a professional alternative.

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