Outsourcing Center, Kathleen Goolsby, Senior Writer
Offshore outsourcing is changing dramatically. Read about the changes and their implications for buyers and providers of outsourced services.
Outsourcing Center, Kathleen Goolsby, Senior Writer
IT outsourcing is no longer a commodity. Here’s a run-down of recent trends demonstrating IT outsourcing is becoming integral to top-line growth. Read about new business models, new functions being outsourced, and other changes that will impact ITO deals next year.
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.
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.
Outsourcing Center, Kathleen Goolsby, Senior Writer
The pace of change in information and communication technology in education, including corporate learning programs, has been tremendously fast and has completely altered the teaching and learning process. Here’s the story of how one company used outsourcing to not only adapt to the changes but also manage to grow its business.
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.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Malmö Aviation, the second largest airline in Sweden, has a laser focus on customer service, which is run by its IT infrastructure. Outsourcing IT to Unisys allows the airline to serve its travelers instead of worrying about its servers. Now its growth pattern looks like a plane taking off.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Every two years Aberdeen Group studies corporate plans for procurement outsourcing for the next two years. This year cost still remained the No. 1 reason to outsource. But reason No. 2 changed: today companies want their personnel to focus on more strategic activities.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Vanguard had hit a red light: it had to declare Chapter 11 bankruptcy. The light changed to green when investors purchased its assets out of bankruptcy and outsourced its IT and IT-related business processes to Perot Systems, who cut its IT budget in half. Today Vanguard is driving in high gear and making money.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
Hughes, America’s 15th 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.
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