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.
CRM & Call Center
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.
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.
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.
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.
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 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.
We spoke with industry experts to get their insights on mitigating outsourcing risks in 2008 and also looked at how buyers and suppliers are their own worst enemies when it comes to creating risks.
Innovation is outsourcing’s new buzz word. However, it’s a lot easier to talk about innovation than do it. SAP’s Gianni Giacomelli discusses the techniques that work and the traps to avoid.
Deloitte Report: Offshoring in the Financial Services Industry "Forever Changed" by Globalization | Article
A new report from Deloitte Consulting discovered financial institutions are reshaping themselves before our eyes. They will be forever changed by globalization, according to Peter Lowes. Fact: In 2001 less than 10 percent of the financial services industry had moved work offshore. Today, 75 percent have. Here’s what’s really happening.