Offshoring Outsourcing Harmful to Customer ServiceThe CCSI report found that offshore contact centers score 27 percent lower in customer satisfaction than those based in the U.S.How Cloud Computing is Affecting Call CentresIn the last ten years, cloud computing has been used by forward-thinking firms across the globe, looking to increase their productivity, revenue and customer satisfactionVoice-based BPO Industry is RevivingUnified communication technologies that allow integration of voice with business processes and collaboration will help voice-based BPOs reinvent their offeringsOutsourcing the Help Desk at Troutman SandersAn outsourced help desk offered the firm increased availability and scalability in help desk operations, while gaining access to a team of technicians with superior skill sets to anything the firm itself could put together
Outsourcing without Compromising Total Involvement and ControlRecent technology and process advancements make it possible to reduce costs but also increase collaboration with suppliers through smarter outsourcing
Part-II: Special Tools For Addressing Sourcing & Procurement ChallengesThe cleaned data can be analyzed by various dimensions, using the Spend Analysis tools, a combination of process accelerators and decision support. The resultant output enables visibility of spend patterns. One may even need to enrich the existing spend data set by adding external values such as data or supplier codes, from external sources, to permit better classification and analysis. For sourcing, the spend view can provide an enhanced understanding of the spend requirement and its patterns. The enhanced spend data reports, amongst others, can thus be used for reviewing or developing and deciding on spend strategiesSpecial Tools For Addressing Sourcing & Procurement ChallengesThere is significant continued innovation in procurement, as evidenced by new technologies, and ongoing refinements in current offerings and product offering restructuring. Several procurement technologies are becoming mainstream solutions, including strategic sourcing applications, spending analysis and e-procurement. These solutions are appealing to a wide audience because of their proven track record to enable and/or deliver significant cost reduction. Gartner, Hype Cycle for Procurement Applications, 2009, 28 July 2009Procurement Outsourcing Is Maturing but Getting RiskierDeal terms are slowly becoming mature but risks stemming from internal readiness to comply with new policies and inconsistency in measurement of benefits are yet to be tackled
KPO Market Growth to SlowThe KPO industry's global market size will reach approximately $17 billion only in 2013-14, which implies the industry will essentially lose three years of strong growth that was forecast in 2004Why Too Much Onshoring Could Create a Headache for LPO ProvidersAccording to data from outsourcing consultancy Fronterion, 44 per cent of legal process outsourcing (LPO) vendors were aiming to increase the number of onshore personnel and lawyers they employ, with law firms indicating that they were more comfortable outsourcing locally than internationallyLegal Process Outsourcing Gaining in Challenging TimesThe recession brought on budget and cost cuts across all departments in companies across the globe. But some sectors like the legal process outsourcing (LPO) appear to be benefitting from the recession and subsequent budget cuts
The Growth of Legal Outsourcing: Passage to IndiaCompanies and law firms are turning to India for cut-price legal services
