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, 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, Beth Ellyn Rosenthal, Senior Writer
BT was a plain old phone company. Then competition and the Internet changed telecommunication. Where was BT going to find the capital to fund the requisite new offerings? BT outsourced its HR to Accenture. Together the partnership transformed BT.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
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.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
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.
Outsourcing Center, Kathleen Goolsby, Senior Writer
In the highly competitive travel and tourism industry, innovation and time to market with products and services are crucial to success. Small companies can compete with larger enterprises by outsourcing because it enables them to move beyond the constraints of their in-house resources.
Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer
The firm wanted to know how senior IT executives dealt with the security risks involved in outsourcing. The result is a new report, Outsourcing Security: Concerns Growing. Suppliers, here’s what matters to IT buyers.
Paul Nowacki, Associate Principal, Everest Group
Since 2004, almost all third-party outsourcing contracts included an offshore component. Today buyers want to know how to maximize the rewards and minimize the risks. Paul Nowacki and Sonal Singla address those questions.
Eric Schoeniger, Business Writer
India is perceived as a cornucopia of IT talent. But some organizations are discovering that certain IT skills are increasingly scarce. Read about the current labor situation and what it means for your outsourcing effort.
Outsourcing Center, Kathleen Goolsby, Senior Writer
Four primary areas of risk await buyers of outsourced services in 2006. Industry experts share their recommendations for handling them.
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