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Documents related to » customer service outsourcing


Outsourcing 101 - A Primer
Outsourcing is a very diverse topic, and there are many different outsourcing options and outsourcing service providers to choose from. Companies are telling TEC that they need a clearer picture of outsourcing, its potential benefits, and common pitfalls. They want examples of different types of outsourcing and advice on whether outsourcing is right for them. This primer addresses these questions.

CUSTOMER SERVICE OUTSOURCING: for the fee, the customer is provided a product or service at a guaranteed quality or service level. Many contracts stipulate specific, measurable metrics called Service Level Agreements (SLAs). These SLAs might define the acceptable quantity of defects per lines of software code, quantity of rings to answer a telephone call, quantity of calls to correctly answer a query, average response time, quantity of transactions completed per unit of time, and so on. Many times the SLAs also have penalties
1/16/2004

Outsourcing in Latin America
Global economic instability has modified the configuration in the worldwide outsourcing market. Find out what impact the crisis has had for Latin America players, according to new data, as well as the steps they should take to survive and—perhaps—prosper.

CUSTOMER SERVICE OUTSOURCING: for the large Hispanic customer service sector within the US. Panama —Like other countries in this region, Panama is trying to take advantage of its proximity to the US, as well as of the fact that they share an important time zone. With a large bilingual community (thanks to a long relationship with the US based on the Panama Canal), it is encouraging local and global outsourcing companies to invest in outsourcing services, and is trying to consolidate a larger technically skilled workforce.
8/17/2009

Sunny Malta as an Nearshore IT Outsourcing Location
Sunny Malta as an Nearshore IT Outsourcing Location.Search for White Papers and Other Documents for Your Management of IT Outsourcing Location. Enterprises, largely based in the US, UK, Japan, and Austraila, are turning to offshoring as a way to minimize costs. The biggest offshoring region is currently India; however, the logistics and costs of outsourcing to this region has caused enterprises to look to other areas, such as Malta. Malta is a promising nearshore IT outsourcing location because of its geography, investment in IT, and capability.

CUSTOMER SERVICE OUTSOURCING: Business Intelligence (BI) |  Customer Relationship Management (CRM) |  Enterprise Resource Planning (ERP) |  Human Capital Management (HCM) |  Information Technology (IT) |  Key Performance Indicators (KPIs) |  Return on Investment (ROI) |  Software as a Service (SaaS) |  Total Cost of Ownership (TCO)
2/13/2006 8:24:00 AM

Outsourcing—The Pros and Cons » The TEC Blog
a non-core activity. The customer focuses on their core competence, the outsourcer focuses on theirs. Outsourcers often can gain economies of scale. For example, it doesn’t make sense for 500 companies to have expertise in the new tax laws for 401(k). The outsourcing company can have 3-4 people focused on it, and leverage the knowledge over those 500 companies. This is an important point because costs aren’t just getting re-categorized or shuffled around—there is overall new efficiency in the

CUSTOMER SERVICE OUTSOURCING: best of TEC, outsourcing basics, outsourcing pros and cons, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
25-06-2008

What Is Software as a Service?
Though born from the ashes of traditional hosting models, software as a service differs fundamentally from its predecessors. Its software is designed to be delivered as a service, security is better, rich user interfaces are available, and it has greater interactivity.

CUSTOMER SERVICE OUTSOURCING: names, see Comparing On-demand Customer Relationship Management Service Alternatives ) generally offer good solutions for standard business operations. However, by using multi-tenant architecture, which requires volumes of customers on a single instance of the database, they sometimes cannot give companies the kinds of differentiators they need to increase sales and profits or to gain market share. These differentiators follow the 80:20 rule , where 80 percent of any company is similar to its
3/15/2006

Outsourcing for SMBs without Compromising your Sanity
Outsourcing for SMBs without Compromising your Sanity. Acquire IT Reports Related To Outsourcing Strategy for SMBs. Small and medium businesses (SMBs) often don’t know how to engage and manage outsourcing initiatives. Both outsourcing provider and seeker should together address several questions when starting a project to outsource business or technology processes. What’s the cost benefit? What are the risks involved? Find out the customer and the vendor perspectives, and how to achieve cost savings and service-level improvements.

CUSTOMER SERVICE OUTSOURCING: on…. If the SMB customer is engaging a large-scale service provider, what is the position of the customer in their client priority list? What are the scalable and measurable results that the SMB client is looking for, assuming they go ahead with the outsourcing project? What are the current metrics and what are the proposed improvements by the service provider to these metrics? How does the service provider propose to achieve this? What could be the surprise costs? Is the service provider clear on the
5/30/2008 5:47:00 PM

Outsourcing with Confidence. Improving Communication, Visibility, and Quality Control
Outsourcing of software development work requires careful considerations and practices to alleviate the potential challenges involved. This white paper summarizes the challenges and describes Code Rocket: a software visualization and documentation system that offers assistance for supporting recommended best practices for outsourcing.

CUSTOMER SERVICE OUTSOURCING: Business Intelligence (BI) |  Customer Relationship Management (CRM) |  Enterprise Resource Planning (ERP) |  Human Capital Management (HCM) |  Information Technology (IT) |  Key Performance Indicators (KPIs) |  Return on Investment (ROI) |  Software as a Service (SaaS) |  Total Cost of Ownership (TCO)
7/27/2010 7:24:00 AM

Outsourcing Software Analysis: Application and IT Infrastructure
Choose from the leading outsourcing solutions in TEC's listing & get a comprehensive comparison analysis of the outsourcing software you've selected.

CUSTOMER SERVICE OUTSOURCING: Development , by CTGroup. Customer Service, Inbound and Outbound campaing, IT Helpdesk, Accountancy outsourcing , by Ovex Technoloiges. Dedicated Offshore Outsourcing , by IXION. Development, Integration, and Optimization , by Avant Consulting Group. DHC Suite , by DHC. Enterprise Application Solutions , by Sonata Software. IT Outsourcing , by Politec IT Intelligence. IT Services , by Infosys Technologies. IT Services/ BPO/ Technologies , by Mphasis . ITO: Application Related Services, Software Products
6/3/2010 12:14:00 PM

Application Software Outsourcing: Six Experiences to Consider When Choosing the Best Provider » The TEC Blog
enterprise resource planning (ERP), customer relationship management (CRM), supply chain management (SCM), product lifecycle management (PLM), and so on. Here, we use the word “domain” to distinguish from service sector discussed previously. These different domains use different methodologies and best practices, and a partner’s level of experience in each specific domain is a good indicator of whether you should be with them or not. Software Package Experience Besides domain experience, software

CUSTOMER SERVICE OUTSOURCING: application, decision criteria, Experience, outsourcing, partner evaluation, partner selection, software, TEC, Technology Evaluation Centers, TEC, Technology Evaluation, Technology Evaluation Centers, Technology Evaluation Centers Inc., blog, analyst, enterprise software, decision support.
13-04-2009

Improving HR through Business Process Outsourcing
In this interview, IDC's program director for human resources (HR) and talent management services answers five questions about business process outsourcing (BPO) for HR. Learn why, for BPO to be successful, service suppliers need to balance support for underlying technology with their ability to achieve economies of scale through technological innovation, and how the role of technology affects the success of BPO projects.

CUSTOMER SERVICE OUTSOURCING: Business Intelligence (BI) |  Customer Relationship Management (CRM) |  Enterprise Resource Planning (ERP) |  Human Capital Management (HCM) |  Information Technology (IT) |  Key Performance Indicators (KPIs) |  Return on Investment (ROI) |  Software as a Service (SaaS) |  Total Cost of Ownership (TCO)
10/19/2010 10:42:00 AM

The Role of Outsourcing in Responding to Opportunities and Challenges from Globalization
Recent EquaTerra market research finds a consensus among western business leaders that increased globalization is inevitable—and that it will generally be beneficial. Quickly and efficiently leveraging opportunities created by globalization is the best way to avoid being overwhelmed by its challenges. Learn how to compare buyer and service provider data and get insight into developing a responsive global strategy.

CUSTOMER SERVICE OUTSOURCING: Business Intelligence (BI) |  Customer Relationship Management (CRM) |  Enterprise Resource Planning (ERP) |  Human Capital Management (HCM) |  Information Technology (IT) |  Key Performance Indicators (KPIs) |  Return on Investment (ROI) |  Software as a Service (SaaS) |  Total Cost of Ownership (TCO) BEGINLYX
9/17/2008 3:34:00 PM


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