CRM & Call Center Archives

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

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.

Kathryn Kelly of ExcellerateHRO

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

The President of ExcellerateHRO relishes the fact that HRO suppliers are taking away the tactical work that makes up the daily grind so the new, reskilled HR department can focus on the strategic. Kelly, who has a research background in epidemiology, sees a definite connection between work and health.

One App Fits All

John Harney, Business Writer

This SMB manufacturer replaced its legacy applications with one hosted ERP suite for dramatic cost savings and vastly improved operational efficiencies.

Outsourcing Helps Legacy Air Carriers Fly Back to Profitability

Jerry Bowles, Business Writer

Outsourcing has been one of the most important factors in the industry turnaround, providing an opportunity to remove large amounts of fixed cost while drawing on the expertise of the outsourcer to update the airline’s technology base. Read why airlines are outsourcing important business processes.

How Leading Retailers Achieve Vendor Performance Management and Compliance Optimization

Outsourcing Center, Kathleen Goolsby, Senior Writer

Most retailers lack the ability to efficiently process their vendor-performance information into knowledge that allows them to avoid or recover unnecessary costs from inaccurate shipments. However, there’s an outsourced solution that brings visibility into vendor operations, creating huge competitive advantage. Read what it did for Gottschalks and other retailers.

When An Outsourcer Outsources: Debt Collector Uses Champion Challenge for Selection

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

AMO, a debt collection firm, looked at a number of suppliers, then set up a 60-day champion/challenger test. Who could collect more money–AMO’s dialer or the supplier’s system? We wanted to test their situations under combat conditions, says Michael Chamberlain, AMO’s President.

Solving SMBs’ Communications Technologies Challenges

Outsourcing Center, Kathleen Goolsby, Senior Writer

Most small to midsize businesses (SMBs) don’t have in-house telecom experts, lack the experience to handle ongoing quick technological changes, and can’t effectively plan ongoing strategies, manage implementations, and ensure harmonious use of communication technologies and devices on their own. So they outsource.

When The Phones Don’t Work, Call A VoIP Supplier

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Success Apparel, a children’s sportswear manufacturer in New York City, just wanted its phone system to work. Its phone system was dead for as long as three days as its local, long distance, and PBX supplier pointed fingers. Outsourcing all its telephony to a VoIP supplier solved the problem.

Achieving the Impossible in 30 Days

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Hughes, America’s 15^th largest ISP, outsourced a call center for inbound direct marketing. Today, half the company’s direct sales come from this outsourced relationship. Sales doubled while costs fell 30 percent. ACS turns 14 percent of these calls into sales, up from three percent. Increasing the conversion rate allows Hughes to do more marketing with the same dollars.

Research & Insight

Function

CRM & Call Center

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

New Study Details What Makes Outsourcing Relationships Work

Kathryn Kelly of ExcellerateHRO

One App Fits All

Outsourcing Helps Legacy Air Carriers Fly Back to Profitability

How Leading Retailers Achieve Vendor Performance Management and Compliance Optimization

When An Outsourcer Outsources: Debt Collector Uses Champion Challenge for Selection

Solving SMBs’ Communications Technologies Challenges

When The Phones Don’t Work, Call A VoIP Supplier

Achieving the Impossible in 30 Days

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