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EVEREST VOICE
The Coming of Age of Indian BPO Suppliers: If you thought that offshoring to Indian suppliers was largely restricted to IT applications development and maintenance (ADM), think again. Leveraging the success of the offshore delivery model, India-centric BPO suppliers are rapidly gaining a foothold in the offshore BPO market. Researchers at the Everest Research Institute describe the new trend and explain what it means for you.
FOCUS ON: Recruitment Process Outsourcing
RPO Improves In-House Processes While Meeting Aggressive Hiring Deadlines: Historically, Unisys’s HR department did all its recruiting internally. But then the outsourcing supplier won three major outsourcing engagements at once and had to staff them in just 60 days. One required 600 people. It turned to an RPO, The RightThing, to fill those slots.
FOCUS ON: Canada
Outsourcing Manages Risk While Transforming Processes for Canada’s Central Bank: As Canada’s central bank, the Bank of Canada works to preserve the value of money by keeping inflation low. It also acts as the government’s fiscal agent. More than 400 employees worked on the retail debt program, consuming 85 percent of the bank’s IT capacity while not a core activity. Outsourcing to EDS was the answer. However, this assignment had some extra requirements.
FOCUS ON: Canada
Ensuring Aligned Interests in a Public-Sector Outsourcing Relationship:
Outsourcing cannot succeed unless both parties’ interests are aligned and they can manage to overcome inherent conflicts. In deals with government clients, there will always be an inherent conflict of interests. We studied a highly successful Canadian government relationship. This article shares their relationship best practices and framework that keeps their interests aligned.
The Travel and Aviation Issue
FOCUS ON: CRM
Outsourcing Helps Start-up Regional Airline ExpressJet Take Off and Fly High: How does a start-up airline offer classy customer service and save well over a million dollars in up-front capital? Easy—outsource the function. Alpine Access, a provider of home-based employee CRM agents, recruited, screened, and hired ExpressJet’s agents in a matter of weeks.
FOCUS ON: Regional Carriers
Engine Performance Monitoring Drives Down Costs and Improves Customer Service for Southwest Airlines: Premium customer service is goal one for Southwest Airlines. Top-flight fleet maintenance makes high-flying customer service would simply possible. Southwest outsources the maintenance of its 450 planes. Its lower maintenance costs help it compete on price.
FOCUS ON: Travel Management Services
Third-Generation Outsourced Travel Management Services Use Online Marketplaces to Include Other Travel Expenses: Travel management companies (TMC) were the first generation of outsourced travel services to book flights, hotels, and rental cars. But what about restaurants or limos? Rearden Commerce, an online marketplace with interfaces to 135,000 merchants, outsources its network to TMCs and corporations.
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