Articles tagged with: Datamonitor and Outsourcing

Outsourcers rethink strategies in light of global recession

The current economic crisis is forcing outsourced contact center providers to revisit tried and trusted methods of providing their services to clients, asserts a new datamonitor report. With prospects and existing clients looking for more creativity than ever in how their products / services are represented, outsourcing vendors need to determine new ways of delivering customer service, marketing & sales, technical support and debt collection.  more

Related Tags: data-monitor, contact-center, ovi, iden, lte

Does Obama 'buy American' plan signal problems for offshore outsourcing?

Opinion by Peter Ryan, Head of Contact Center Outsourcing Analysis, Ovum

Newly elected US president Barack Obama's move to protect American jobs by mandating local procurement of materials has invited the question of whether this could also include contact center outsourcing. Given the prospect of significant legal problems in legislating an outright ban on offshoring contact center work, Obama is more likely to use tax provisions to maintain equivalent domestic jobs.  more

Related Tags: ict, edge, contact-center, ovum, tax, USA

Contact center outsourcers must take strategic view for BPO success

Contact center outsourcing providers are suffering thinning margins and lower contract volumes as the downturn bites, leading to an increasing appetite for diversification into adjacent business processes - claims a report from datamonitor. The report assesses the ways in which these vendors could move into higher value business process outsourcing (BPO) areas, and warns that without a more long-term strategic approach, they are unlikely to succeed.  more

Related Tags: rsa, contact-center