award winners 2006

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Achieving the Impossible in 30 Days | Article

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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Making an Outsourced Call Center Relationship Work | Article

One of the victims of September 11 was the airline industry. Delta had to service its call center customers at a lower cost. The solution was offshoring. That decision turned out to be a lifeline when hurricanes hit the US last year, shuttering some US call centers. Wipro routed extra calls to Mumbai and Pune, stretching its resources to support the airline in its time of need.

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How Outsourcing to China Rescued INVISTA | Article

INVISTA, which owns brands like Lycra, had promised the industry an online fabric library. The CEO had sent letters to thousands of companies announcing the system would go live by October 4. In June it discovered its supplier was failing. It hired Freeborders, whose teams in the US, Europe, and China delivered the library three weeks early.