Research & Insight



Forces of Change Shaping Outsourcing Solutions

Outsourcing Center, Kathleen Goolsby, Senior Writer

Like a pre-storm sky, a look at the investments outsourcing solutions providers are currently undertaking presents evidence of tremendous change over the next five years. They’re mapping out a new course, and buyers of outsourcing services need to understand where providers are headed so they can make informed decisions. Outsourcing Center asked 12 leading ITO …

Hot Spots for Growth in Outsourcing

Outsourcing Center, Kathleen Goolsby, Senior Writer

Which industries will experience growth in outsourcing in the next few years, and what risks will buyers of those services face? Are there business processes or functions that will begin turning to outsourcing in the next two to five years? What value opportunities and risks will they bring? In what geographic regions will companies begin …

Midsized Firms Benefit from Outsourcing

J Ben Trowbridge

Midsized businesses frequently have the same challenges that larger organizations have. At some point, they have to standardize their internal services, like HR, in order to scale or control costs. Enter outsourcing benefits. Outsourcing the build and then taking it back after some time (Build Operate & Transfer) or by outsourcing the operations in an …

How an Offshoring Relationship Grew from a Low-Cost Provider to Strategic Partner

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Barclays Global Retail Bank wanted to consolidate its Indian suppliers. It bought a 50 percent share in Intelenet Global Services to accomplish that. By the time it sold its share, the two had developed such trust the bank allowed Intelenet to handle some processes end to end. That’s when the strategic value occurred.

In-house Language Skills Enhance Offshore Engagement and Enable Greater Savings

Outsourcing Center, Bruce McCracken, Business Writer

Application development costs and speed to market are critical for a startup with a new concept. Because the founders had to prove the concept, they didn’t want to spend a lot of capital. Hiring U.S. developers was not in the budget. A Chinese service provider got the job done at half the cost.

Social Media: How Will It Change Outsourcing?

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Kids have been Tweeting and creating Facebook pages for years. But now, digital marketing has become a new tool of the business world. For the first time outsourcing buyers are asking their suppliers “for social media solutions to help them out, specifically in customer care,” reports Mike Wooden, Senior Vice President, Market Development, Business Process …

Areas Where Outsourcing Will Grow in the Next Five Years

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Our experts predict several areas of the industry will experience significant growth over the next five years. Predicted growth areas for outsourcing will include reverse outsourcing, verticalization, emerging markets, business analytics, healthcare, transportation, and ERP, among others. Industry trends Andrew Pery, Chief Marketing Officer, Kofax, says one of the predicted growth areas for outsourcing will …

Outsourcing Provides a New Method for Customer Service for Online UK Retailer Using Home-Based Agents

Outsourcing Center, Bruce McCracken, Business Writer

High-level customer service is essential for online. Ramping up and down call center staff due to seasonal fluctuations make it challenging to provide the kind of top-notch customer service this segment expects. Shop Direct tried a new approach for the UK: using home-based agents. Here is its success story.

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