BPO | Outsourcing Center

How the PwC BPO Team Continues to Shape the BPO Market

Joseph Vales, Senior Partner, Vales Consulting Group

When someone writes the definitive book on the growth of the global outsourcing market, there will be a chapter on how the Pricewaterhouse Coopers (PwC) BPO group shaped and drove the BPO marketplace in the late 1990s. Started in 1996,

When is an SLA Not Necessary in an Outsourcing Relationship?

Outsourcing Center, Kathleen Goolsby, Senior Writer

A service level agreement (SLA) plays two important roles in an outsourcing arrangement. It sets the stage for the service provider’s accountability, and it is the major factor in determining the price of the service. The buyer of outsourced services

Midsized Firms Benefit from Outsourcing

J Ben Trowbridge

Midsized businesses frequently have the same challenges that larger organizations have. At some point, they have to standardize their internal services, like HR, in order to scale or control costs. Enter outsourcing benefits. Outsourcing the build and then taking it

Combating the “Hidden” Costs of Managing Outsourcing

Outsourcing Center, Kathleen Goolsby, Senior Writer

Industry media, especially over the past two years, often points out that a significantly high number of outsourcing arrangements do not deliver the promised cost savings due to “hidden” costs associated with managing the relationship. This is especially true, the

How an Offshoring Relationship Grew from a Low-Cost Provider to Strategic Partner

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Barclays Global Retail Bank wanted to consolidate its Indian suppliers. It bought a 50 percent share in Intelenet Global Services to accomplish that. By the time it sold its share, the two had developed such trust the bank allowed Intelenet

How Flexibility Helped a Groundbreaking Outsourcing Relationship Work

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Flexibility started early. This was a ground-breaking contract in 1999. With no paradigm, it didn't take long for the two to realize they made a mistake in scope. Flexibility allowed a 180-degree term. Eleven years later the relationship is going

Going the Extra Mile Keeps 11-Year BPO Relationship Strong

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Read how the parties communicate proactively, honestly, and transparently, enabling them to work collaboratively to resolve issues, take advantage of opportunities, and ensure their interests remain aligned. After 10 years together, the gray line between the two has vanished. Here's

How Outsourcing HR to a Single Provider Helped a Company with Offices as Large as 200 and as Small as One

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Steelcase has offices in 20 countries. Some have payrolls of 200, others just one. Every country has different labor laws. Language is also an issue. Outsourcing to just one provider solved the language and legal challenges and gave Steelcase a

When an Outsourcing Service Provider’s Lack of Domain Knowledge is a Good Thing

Outsourcing Center, Kathleen Goolsby, Senior Writer

How important to the value proposition for an outsourcing initiative is the service provider’s domain knowledge specific to the buyer’s industry? Many buyers report that the provider’s expertise in a particular business process ranks higher in importance than industry expertise

Outsourcing Engineering R&D Is Increasing Globally

Outsourcing Center, Beth Ellyn Rosenthal, Senior Writer

Indian service providers are investing in engineering labs where their scientists work on innovations and file for trademarks and patents. Global companies continue to outsource research and development. But these outsourcing relationships are different. Read how to make them successful.

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