Function | Outsourcing Center

UK Insurance Company’s Outsourcing Success Combines Cost Savings with Long-Term Efficiency Increases

Outsourcing Center, Bruce McCracken, Business Writer

Changes in technology and the business landscape and new government regulations forced Equity Insurance Group to implement strategic changes to remain competitive. Offshoring to WNS was so successful the parties added gain-sharing in the second contract.

Supplier Keeps Mailrooms Safe at Verizon Wireless

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Océ Business Services has handled its share of emergencies for Verizon Wireless, including the anthrax scare after 9/11 and the ravages of Hurricane Katrina. And its improved processes have generated savings of $1.5 million rather than the projected $300,000 -

How Sophisticated Consumers, Globalization, and the Economy are Changing How Companies Compete

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Changes in the global economy and new demands by consumers have radically altered the business landscape, according to M.S. Krishnan. In light of four game-changing trends, he believes companies must focus on the centrality of the individual and on access

Legal Voice: If There’s a Data Security Breach, Who’s Responsible and Who Pays the Fine?

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Data security has become the number one issue in outsourcing contract negotiations, reports John Delaney of Morrison & Foerster. Buyers believe suppliers have superior processes, so they should be responsible for security breaches. But suppliers know no system is immune.

Why Shell Created an ‘Ecosystem’ of Three Suppliers When It Outsourced its IT Infrastructure

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Instead of outsourcing its IT infrastructure to just one supplier that takes care of everything, Shell chose to outsource to best-of-breed suppliers. It created an IT ecosystem designed to encourage three suppliers to work together. Read how they made multi-sourcing

How Hot Spot Teams Innovate

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Lynda Gratton at the London Business School has studied teams for the last five years. She explains how to encourage hot spots, a business environment where ideas and excitement ignite teams, who then solve problems and innovate.

Outsourcing Provides a New Method for Customer Service for Online UK Retailer Using Home-Based Agents

Outsourcing Center, Bruce McCracken, Business Writer

High-level customer service is essential for online. Ramping up and down call center staff due to seasonal fluctuations make it challenging to provide the kind of top-notch customer service this segment expects. Shop Direct tried a new approach for the

Suppliers: How to Make Your Brand a Sales Accelerator

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

In today's tough outsourcing marketplace, winning all the business you can is the name of the game for suppliers. Being able to articulate what differentiates your brand in the marketplace is one way to increase your wins. Brenna Garratt knows

How to Improve Knowledge Management in New Product Development Projects

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Companies that hope to capture market share when the economy turns must continue to invest in new product development. Knowledge management in R&D is difficult because the valuable learning is tacit knowledge, which is hard to codify. Professor Keith Goffin

Enabling Offshored Call Centers to Move Back On Shore

Outsourcing Center, Kathleen Goolsby, Senior Writer

In the past, barriers to moving a call center back on shore included the high cost of staffing, training, technology, and terminating a contract early. Organizations can now handle their move back onshore cost-effectively and get up and running again

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