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Category Archives: Outsourcing
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 gartner, OBA, outcome based agreements, outsourcing, pricing, public sector, respect, trust
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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 offshoring, outsourcing, procurement, planning, organisation, BP, mess, less, responsibility, accountability, border, operation
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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 bpo, business services, cost, hfs research, innovation, ITO, operations, outsourcing, price, research, social media, survey
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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 accent, bpo, call centre, cost, customer service, email, english, india, offshoring, omnichannel, outsourcing, philippines, phone, social media
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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 analyst, contact center, crm, outsourcing, ovum, peter ryan, results
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Does outsourcing always work?
Outsourcing doesn’t always work. That may seem obvious to critics of outsourcing, but it is sometimes harder for those of us in the industry to admit. But lets think for a moment about why that might happen. In the National … Continue reading
UK Prisons and outsourcing performance
This week the BBC reported that the 14 UK prisons run privately through outsourcing agreements were ‘run better’ than those run directly by the government. Surprised? There is no need. Prisons may be a service closely linked to the government … Continue reading
Posted in Current Affairs, Outsourcing
Tagged bbc, home office, offshoring, outsourcing, perception, prison, private sector, public, reform, report, reputation, research
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Outsourcing: NOA report findings
The National Outsourcing Association recently published their Outsourcing Yearbook for 2013 – an annual review of outsourcing in the UK. One interesting area the report explores is the negative public perception of outsourcing based on a research project undertaken by … Continue reading
Posted in Current Affairs, Outsourcing
Tagged ashridge, business school, henly, kingston, loughborough, manufacturing, national outsourcing association, NOA, offshoring, outsourcing, perception, recession, report, research, tax
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Outsourcing has moved on from the days of disaster
Inc.com recently published a story on how to avoid outsourcing disasters. Their very first tip was to never outsource a process that is close to your customers – customer service for example. With Teleperformance offering expertise and serving clients in … Continue reading
NOA Shared Service Centre of the Year Award goes to the Student Loans Company
I’m delighted to inform you of a new national award we won last night at a ceremony in London. The National Outsourcing Association Award (NOAA) for shared service centre of the year went to The Student Loans Company who work … Continue reading
Posted in Contact Centres, Current Affairs, Customer Service, Marketing, Outsourcing
Tagged award, ceremony, collaboration, national outsourcing association, NOA, NOAA, NOAAS, outsourcing, prize, response, slc, student loans company, team
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