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

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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

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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

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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

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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

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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

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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

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