Category Archives: Outsourcing

Teleperformance wins two major European awards! #TeamWorkWins

The Teleperformance EMEA team were out in force at the European Outsourcing Association awards last night in London. This is one of the biggest events in the European outsourcing calendar and they had been shortlisted for three European awards. Earlier … Continue reading

Posted in Awards, Current Affairs, Outsourcing, Social Media | Tagged , , , , , , , , , , , , | Leave a comment

The Customer Is A Knave!

The customer is no longer king, the customer is a knave! With a multi-channel mind set, mobile tech and (brand) attention span of a goldfish, the concept of earning customer ‘loyalty’ today is arguably as old hat as ‘posting’ holiday … Continue reading

Posted in Contact Centres, Customer Service, Marketing, Outsourcing, Social Media, Uncategorized | Tagged , , , , , , | Leave a comment

Those persistent myths about outsourcing

Real Business featured a great article recently in which they described and debunked some of the myths about outsourcing a customer service function. You can read the full article here, but my comments on the five key points are: Language … Continue reading

Posted in Contact Centres, Current Affairs, Outsourcing | Tagged , , , , , , , , , , | Leave a comment

Teleperformance UK is on the NOA award shortlist!

The National Outsourcing Association Awards (NOAAs) – shortlist has just been announced and 38 different companies have made it onto the shortlist this year. Because the shortlist features so many different companies and is so representative of the industry as … Continue reading

Posted in Current Affairs, Marketing, Outsourcing | Tagged , , , , , , , , , , | 1 Comment

Getting customer service right

What can go wrong when trying to serve customers? It’s not an easy question to answer because customer service should be focused on helping and pleasing the customer. If that’s the aim, then what can go wrong? A recent paper … Continue reading

Posted in Current Affairs, Customer Service, Outsourcing | Tagged , , , , , , , | Leave a comment

Paying for what you use: nothing more nothing less

One of the key trends in outsourcing that has generally been led by the public sector – rather than private – is the move towards outcome-based-agreements. But as contracts are increasingly written with payment tied to outcomes, the supplier community … Continue reading

Posted in Current Affairs, Outsourcing | Tagged , , , , , , , | Leave a comment

Your mess for less *or* the buck stops with you

Outsourcing is often confused with procurement or purchasing, because many of the same drivers influence these strategic decisions. Both involve efficiency planning, cost reduction, comparing the price of various suppliers. It’s easy to see how the two disciplines get confused. … Continue reading

Posted in Current Affairs, Outsourcing | Tagged , , , , , , , , , , , | Leave a comment

Hfs: The latest for outsourcing in 2013

Hfs Research is a great place to look for pragmatic analysis of the global sourcing market and their latest annual ‘state of the outsourcing industry’ survey for 2013 has just been published. The key findings of the new research include: … Continue reading

Posted in Contact Centres, Customer Service, Outsourcing | Tagged , , , , , , , , , , , | Leave a comment

The real reasons to explore outsourcing

While I was flicking through the pages of a call centre magazine recently I came across an article titled ‘the top nine reasons to outsource to the Philippines.’ The article lists a whole range of reasons you should be outsourcing … Continue reading

Posted in Current Affairs, Customer Service, Outsourcing | Tagged , , , , , , , , , , , , , | Leave a comment

Teleperformance – the standout player of 2012

I’ve just written a blog here about our annual results and then I noticed a commentary from Peter Ryan of Ovum. Based in Canada, Peter is one of the leading global analysts in our field so it’s always interesting to … Continue reading

Posted in Current Affairs, Marketing, Outsourcing | Tagged , , , , , , | Leave a comment