"Outsourcing" Blogs

Blogs Results

1. Companies Want to Keep Customer Service Closer to Home

   [ Blog ] Topic: Offshoring | Author: AnnAll | Date Published: 07/07/2008

   Last July I wrote about the decision of several U.K. companies to promote the fact that they only used local contact centers . I asked the question: Xenophobia or just good business? I cited one consultant's statement that offshore centers "feed into the perception that companies aren't...

2. Homeshoring Helps Companies Improve Customer Service

   [ Blog ] Topic: Homeshoring | Author: AnnAll | Date Published: 10/31/2007

   We blogged recently about increasing interest from U.S. companies in locating operations in small American towns rather than offshore locales like India. With offshore salaries on the rise, it's an economically friendly option, since companies can save on remote management, travel and other...

3. New Initiative to Sell Scotland as Nearshore Option for UK Companies

   [ Blog ] Topic: Nearshoring | Author: AnnAll | Date Published: 08/19/2008

   Companies often find that nearshoring reduces some of the management costs and complexities associated with offshoring. Attorney Andrew Rigby is hoping to convince UK companies that currently send back-office work to India and other offshore countries to consider Scotland as a...

4. Are Call Centers Too Important to Be Outsourced?

   [ Blog ] Topic: Call Centers | Author: AnnAll | Date Published: 12/27/2006

   It's hard to fight the compelling economic reality of outsourcing call centers. Indian call center workers make a salary some 90 percent lower than their American counterparts, after all. Yet some companies, including U.S. Bancorp, are bucking the call center outsourcing trend and spending...

5. Indian Outsourcing Firms May Find Bountiful BPO Business at Home

   [ Blog ] Topic: BPO | Author: AnnAll | Date Published: 08/20/2007

   As North American companies' demand for outsourcing wanes, Indian providers are seeking new markets elsewhere, in Europe , in Asia and, perhaps most interesting, in India. Indian providers that have honed their BPO chops working with North American financial services firms and insurers...

6. Call Centers Feed Restaurants' Taste for Efficiency

   [ Blog ] Topic: Call Centers | Author: AnnAll | Date Published: 11/21/2006

   Few businesses are as obsessed with efficiency as fast food restaurants. Time is of the essence when it comes to moving customers through the lines. And fast food restaurants are on the leading edge of technologies designed to do so. All of the major chains are piloting drive-through lanes...

7. Customer Focus in the Contact Center: If You Don't Mean It, It Won't Work

   [ Blog ] Topic: Call Centers | Author: AnnAll | Date Published: 05/22/2008

   Last month I wrote about the financial services industry's use of leading-edge technologies in its contact centers, resulting in better-than-average customer satisfaction levels. Without the right people and processes to back it up, however, technology isn't a cure-all in the contact center. ...

8. Gartner's Take on Best Offshore Destinations

   [ Blog ] Topic: Offshoring | Author: AnnAll | Date Published: 10/17/2008

   Earlier this month I wrote about lists of the world's top global outsourcing cities , produced by Tholons Advisory and Global Services magazine. While Indian cities dominated a list of more mature locations, there was far more diversity in a sister list of emerging destinations. One of the...

9. Canadian Province Pitching Itself as H-1B Alternative

   [ Blog ] Topic: H-1B Visas | Author: AnnAll | Date Published: 07/21/2008

   The United States isn't the only country struggling with tweaking its immigration process to ensure that highly skilled and/or educated foreigners are allowed to enter the country while not giving them an unfair advantage over native-born residents in competing for jobs, a charge often leveled by...

10. Jamaica Promotes BPO, not Just Beaches

    [ Blog ] Topic: Caribbean | Author: AnnAll | Date Published: 02/05/2007

    As some Indian outsourcing providers shun call center work , due to its low margins for profit and high margins for hassle, other countries are looking to provide offshore call center alternatives. One such country is Jamaica , where local providers have recently won contracts with the...

11. Get Back to Benchmarking Basics in Outsourcing Contracts

    [ Blog ] Topic: Outsourcing | Author: AnnAll | Date Published: 03/06/2007

    Are benchmarking clauses in outsourcing contracts overused? Stuart Harris, a partner and Data Management Center of Excellence leader at TPI, makes a compelling case for this viewpoint in a recent IT Business Edge interview. "The use of benchmarking as a regular, annual tool to try to chisel...

12. Latin American Contact Center Market Heats up

    [ Blog ] Topic: Latin America | Author: AnnAll | Date Published: 03/10/2008

    A burgeoning Hispanic population in the U.S. has created a strong demand for Spanish-speaking contact center agents. Many American companies find such agents in Mexico. While Mexico's close proximity and attractive labor costs are strong selling points, some companies are also starting to ...