attrition Archives

Action Plans for Managing Attrition in an Outsourcing Service Provider’s Resources

Outsourcing Center, Kathleen Goolsby, Senior Writer

Change sometimes brings unintended consequences. When outsourcing relationships several years ago took on the characteristic of delivering services from one or more offshore locations, an unintended consequence was “talent wars” and attrition. Not managing attrition among a provider’s ranks leads to unsatisfactory service delivery and higher costs. How can the parties manage this dilemma? Should …

What Happens When the Outsourcing Business Case Stops Working?

Outsourcing Center, Kathleen Goolsby, Senior Writer

Organizations that turn to outsourcing to achieve their business objectives first develop a business case that includes such components as cost savings and avoidance objectives, business value benefits, and risk assessment of potential negative impacts. But what happens when the initial business case stops working because of unanticipated impacts? Both a Deloitte Consulting study and …

Study Reveals Buyers’ Areas of Disappointment in Outsourcing

Outsourcing Center, Kathleen Goolsby, Senior Writer

Buyers often experience situations that fail to fulfill their expectationss. These can lead to frustration, costly renegotiations, or even failure. A study of 36 buyers reveals areas of disappointment and how to address them.

Dealing with Cultural Nuances in Offshore Outsourcing Relationships

Outsourcing Center, Kathleen Goolsby, Senior Writer

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.

Can You Program a Remote? How Veritude Populated Overhead Door’s Call Center

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

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.

Research & Insight

attrition

What Happens When the Outsourcing Business Case Stops Working?

Study Reveals Buyers’ Areas of Disappointment in Outsourcing

Dealing with Cultural Nuances in Offshore Outsourcing Relationships

Can You Program a Remote? How Veritude Populated Overhead Door’s Call Center

IT Talent: A Shortage in India?

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