Research & Insight

Research & Insight

scope of service

Comparing Upwork versus TopTal and Fiverr

J Ben Trowbridge

In today’s digital age, freelancing platforms have become an essential part of the professional world. Upwork, TopTal, and Fiverr are three popular platforms that connect employers with freelancers from around the globe. Upwork is a large and diverse platform that offers a wide range of freelancers and services. TopTal, on the other hand, focuses on …

BPO Study’s Surprising Findings on Value and Long-Term Intent in Outsourcing Relationships

Outsourcing Center, Kathleen Goolsby, Senior Writer

Buyers of outsourced services want their service providers to invest in technologies that bring continual improvement to the outsourced processes. Providers want to invest only where it is also beneficial to their margins in the long run. Therein lies a conflict. Are there reliable predictors of a buyer’s intent for a long-term, mutually beneficial relationship …

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 …

Risks and Complexities in Outsourcing Decisions in the Midmarket

Outsourcing Center, Kathleen Goolsby, Senior Writer

For the most part, industry experts say the midmarket is poised for significant growth in outsourcing during the next five years. However, some point out that the nature of midsized companies may hinder growth. Outsourcing Center interviewed providers and advisors serving the midmarket regarding upcoming changes in this market and the risks and challenges that …

Decision-Making Insights for Companies Outsourcing HR Functions

Outsourcing Center, Kathleen Goolsby, Senior Writer

Outsourcing HR went through a shake-out over the past two years due to the continual issues around scope and other challenges that buyers and service providers encountered over the past decade. The dust has settled from the revamping efforts, but there are new challenges on the horizon. Here’s what your company needs to know for …

Seven Action Areas to Strengthen an Outsourcing Relationship

Outsourcing Center, Kathleen Goolsby, Senior Writer

An outsourcing provider’s quality of services and the achievement of the agreed-upon mutually beneficial objectives are essential to success. But there are additional actions that service providers and buyers can take to boost the return on investment and increase the life expectancy of their relationships, that is, strengthen outsourcing relationships. To identify these relationship-strengthening actions, …

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.

How Outsourcing Buyers Get Comfortable with Giving up Process Control

Outsourcing Center, Kathleen Goolsby, Senior Writer

Giving up control over the outsourced process is a basic principle in how outsourcing works, but many buyers find it difficult to do this at the outset of a relationship. An Outsourcing Center study looked at the factors that cause initial discomfort and what makes a buyer feel comfortable enough to turn over control to the provider.

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