CRM & Call Center

Deloitte Report: Offshoring in the Financial Services Industry "Forever Changed" by Globalization | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

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.

Lessons from the 2007 Outsourcing Excellence Awards | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Common themes ran through the relationships of the Awards winners–whether the buyer was collecting child support payments in Louisiana, performing cardiac surgery in Boston, or supplying cell phone service to rural India. Peter Bendor-Samuel shares the lessons learned.

OMFN Knew It Selected the Right Supplier When Perot Systems Expertly Handled a Deluge of Volume During Migration | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Old Mutual had earned the unhappy moniker: the worst in the industry. It outsourced to become competitive. During the first two migrations, events conspired to triple volume. Read how the two partners learned to work together under the crushing volumes.

Bharti Airtel, Nortel Innovate a Utility Computing Model to Influence Consumer Behavior | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Bharti Airtel is a fast-growing Indian telco. It felt labor costs in India were too expensive. It wanted to solve customer care issues at the machine. So it offshored its solution–to North America. The Indian company selected Nortel for its call center technology. Together they changed the behavior of a nation.

ACS Helps a Louisiana Agency Weather the Storm | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

ACS collects child support payments for the state, which increased scope and added customer care. Soon after that transition, Hurricane Katrina hit. ACS went into overdrive to get child support payments to parents, many of whom had fled the state.

Hosted ERP Suites Improve Front- and Back-Office Operations, Yield Dramatic Cost Savings for Smaller Manufacturers | Article

John Harney, Business Writer

Since installed ERP systems are expensive, complex to deploy, and require dedicated IT resources to maintain, automating mission-critical systems for small manufacturers is a challenge. ProSoap found itself concentrating so much on our servers that we couldn’t get on the phone enough to make sales calls. Outsourcing a hosted ERP solution solved the problem.

Outsourcing Facilitates Airline’s Cash Flow for Staying Competitive | Article

Outsourcing Center, Kathleen Goolsby, Senior Writer

Investing in innovation is critical to business success, especially in highly competitive industries such as the airline industry, which was hit hard with cost constraints after the September 11, 2001 terrorist attacks. Yet, British Midland Airways has been innovating and achieved many firsts in service quality. Outsourcing the highly specialized area of revenue accounting had a major impact on cash flow.

RPO Supplier Helps BloodCenter of Wisconsin Find Hard-to-Find Talent Faster, Cheaper | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

The applicant pool at BloodCenter of Wisconsin was too small and the quality of candidates was poor. Additionally, it took too long to fill a position–up to 100 days when it should have taken just 45. Outsourcing solved its recruitment problems and cut costs–an RPO reduced the cost per hire 57 percent.

Outsourcing Manages Risk While Transforming Processes for Canada’s Central Bank

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

As Canada’s central bank, the Bank of Canada works to preserve the value of money by keeping inflation low. It also acts as the government’s fiscal agent. More than 400 employees worked on the retail debt program, consuming 85 percent of the bank’s IT capacity while not a core activity. Outsourcing to EDS was the answer. However, this assignment had some extra requirements.

New Study Details What Makes Outsourcing Relationships Work | Article

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Why do some outsourcing relationships shine and others fail miserably? A new study by Capgemini lists nine steps to relationship success.

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Deloitte Report: Offshoring in the Financial Services Industry "Forever Changed" by Globalization | Article

Lessons from the 2007 Outsourcing Excellence Awards | Article

Hosted ERP Suites Improve Front- and Back-Office Operations, Yield Dramatic Cost Savings for Smaller Manufacturers | Article

RPO Supplier Helps BloodCenter of Wisconsin Find Hard-to-Find Talent Faster, Cheaper | Article

Outsourcing Manages Risk While Transforming Processes for Canada’s Central Bank

New Study Details What Makes Outsourcing Relationships Work | Article

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