OUTSOURCING REMAINS STRONG

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Outsourcing Remains Strong

Outsourcing consists of a range of options on a continuum from managed services to hosted services to Software as a Service (SaaS). Managed services typically include outsourcing management of a specific application, technology or function, often including maintenance. Usually, managed services consist of managing onsite equipment at the customer premises, though with a service such as business continuity/disaster recovery (BC/DR), onsite equipment is at a provider facility. Hosted services deliver applications via either the Internet or dedicated network using MPLS, Carrier Ethernet, or leased line. SaaS is similar to hosted services with the same delivery model. However, SaaS is intrinsically multi-tenant, on-demand, with pay-as-you-go pricing. In comparison, hosted services are often not multi-tenant, on-demand, and typically have multi-year pricing.

Medications Discovery Outsourcing Market in China

Devott, 7th Nov., 2010, The "Research and Markets" has announced the addition of Frost & Sullivan?s new report "Drug Discovery Outsourcing Market in China" to their offering. Devott thought KPO market is openning bigger gate for China?s outsourcing industry. This shall be the good news for all outsourcing industry parks in China willing to upgrate their industry level.

This Market Engineering research service has been developed to address the dynamics of Drug Discovery in China. The market covers four main area, that is gene sequencing, target ID, target validation and lead discovery. This research service presents the key findings of drug discovery outsourcing in china. It provides insight and forecast of market size. This research service also discusses market trends, market drivers, market restraints and Chinese government initiatives. The study completes with a section on recommendation and decision support tables

This research service titled Drug Discovery Outsourcing Market in China provides an overview of the market and examines the drivers and restraints for growth as well as government initiatives. It also analyzes demand and geographical trends

The SPOT Performance Maturity ModelTM is a contact center and BPO operations certification framework designed to incorporate and measure best practices as a means to achieving financial, operational and customer satisfaction goals. It is not a ?compliance? model, nor is it prescriptive as to the specific metrics or processes required to product results.

Users have the option to become certified at three different levels. Tier 1 Certification specifies the contact center has a documented approach for each area of the Performance Maturity Model. Tier 2 Certification adds the requirement for specific performance results. Tier 3 Certification integrates additional performance results.

This unique approach to certification is both powerful and flexible; allowing contact centers to gradually implement user-defined processes and metrics to drive operational and financial performance. Additionally, the Model is based on an ?open source? philosophy. It is governed through the user community thereby allowing any interested and qualified personnel to contribute.

Benprise is a licensee for SPOT Consulting to certify call centers/contact centers.

The Philippines once again won the award at the UK National Outsourcing Association destination of the year last week. (Oct. 2010)

Call Centre Outsourcing Article Reference: https://www.bpoc.uk.com.

In 2004, the Philippines already captured 20 % of the total world market share in contact centre services. This industry, aside from contributing 12 % into the Philippines gross national product, is also the fastest-growing job provider for Filipino college graduates. The Information and Communications Technology division of the BOI reported that the call centre industry experienced a growth rate of 70 % in 2005 making it the most dynamic of all sectors in the Philippine information technology industry. According to industry forecasts, more than a million Filipinos would be employed in the call centre industry, with more than US$12 billion in revenues in the year 2010.

The Philippines is also considered as location of choice due to its less expensive operational and labour costs.

HIRING PEOPLE : NEW GRADS or CAREER SHIFTERS?

There have been so much hype and quibbles about the emerging new industry in the Philippines called Call Center Industry (CCI), most specifically Business Process Outsourcing (BPO). The Internet is calling it a phenomenal industry, newspapers banner it as the trend of the future, and even our government is giving heads to it as the economic savior.

So many statistics have been released by various grops of economic monitors.

Some boggies the imagination, other contradictory. Is the CCI really the answer to the national economic slumps? What is its effect to the socioeconomic environment? Is it good or bad?

SURVEYS AND FORECASTS

Research by independent market analyst, Datamonitor, reveals that the number of call center agents based in the Asia-Pacific region will continue to grow throughout the next five years, driven by the low costs, ever increasing language skills, and internal demand. According to Datamonitor, ?Asian markets including India, the Philippines, Malaysia, and Singapore will be driven by internal demand in additional to a focus on language capabilities and comparative advantages from price standpoint? Datamonitor also noted that ?new locations such as Canada, Australia, and New Zealand would continue to adopt Asian outsourcing markets, in addition to mainstay clients, which include the UK and the US.?

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Improving First Call Resolution Techniques

First call resolution has been used for a number of years to measure the performance of contact centres. As the name suggests, it is used to determine how many customers have their queries answered the first time they make contact.

However, the concept is not always as simple to measure as some may think, for a number of reasons. And, it is much harder to quantify than other measures, such as abandonment rates and call time, for example.

Strong first call resolution statistics in some cases rely on customers contacting with simple queries that can be resolved on the spot, rather than those which require a follow-up or an action to be put into place.

As Gary Schwartz https://www.customermanagementiq.com/podcenter.cfm?externalid=774, senior vice president of marketing at Confirmit, explains What is resolution to the company may not be resolution for the customer."