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- International Outsourcing of Call Centre Operations: Lessons for Canadian Marketers
- Onshore and offshore outsourcing have become part of the North American business vocabulary, but so has another new business idea - the loss of what have traditionally been considered "White collar" jobs, many of them in information technology. The participants of this study revealed that no one lost their job...
- White papers 2004-03-01
- Call Centre Services In India- Know Why India Is The Most Preferred Destination?
- India is one of the most preferred nations for call centre services all over the globe. There is an array of call centres in India which are trusted providers of call centre services and outsourcing solutions. Most of the Indian call centres provide live operator, live chat and web based...
- White papers 2009-01-01
- Call Centres / Business Processing Outsourcing (BPOs) Second Paper
- This is the second of two papers that are part of a study to identify and recommend strategies and policies to the Department of Economic Development & Tourism of the Provincial Government of the Western Cape PGWC that will contribute to the growth of the regional economy and the creation...
- White papers 2005-10-31
- Outsourcing Call Centres -- Are You Out of Your Mind? | BTalk Australia
- [podcast] Niels Kjellerup from the Call Centre Managers Forum gives his firm views on the woes of outsourcing call centres overseas. He says it's the terrain for companies whose business model ignores the importance of the customer. by Phil Dobbie
- Blog posts 2009-10-13
Additional Resources
- United Utilities to sell call centre arm
- United Utilities, the Northwest water and electricity company, yesterday hung a for sale sign over Vertex, its call centre and outsourcing division. The business has already attracted interest from a number of private equity and trade buyers and UU hopes to raise between [pound]200m and [pound]250m from...
- Research articles 2006-12-06
- Fibernet launches 'Call Choice' for customers; Fibernet awards outsourcing contract to BT Wholesale and brings fresh approach to call centre cost model.
- M2 PRESSWIRE-8 September 2003-FIBRENET: Fibernet launches 'Call Choice' for customers; Fibernet awards outsourcing contract to BT Wholesale and brings fresh approach to call centre cost modelC1994-2003 M2 COMMUNICATIONS LTD RDATE:09082003 Basingstoke -- Fibernet Group plc (LSE:FIB), the bespoke network service...
- Research articles 2003-09-08
- Abundance of potential offshore call centre outsourcing locations.
- M2 PRESSWIRE-10 February 2004-Research and Markets: Abundance of potential offshore call centre outsourcing locationsC1994-2004 M2 COMMUNICATIONS LTD RDATE:02102004 Research and Markets announces the addition of this new report entitled "Global Offshore Call Center Outsourcing: Who will be the next India?"...
- Research articles 2004-02-10
- Harvey Nash Leads Vietnamese BPO Expansion Through Prudential Partnership; Harvey Nash Now Vietnam's Largest BPO And Call Centre Provider.
- M2 PRESSWIRE-7 March 2008-HARVEY NASH: Harvey Nash Leads Vietnamese BPO Expansion Through Prudential Partnership; Harvey Nash Now Vietnam's Largest BPO And Call Centre ProviderC1994-2008 M2 COMMUNICATIONS LTD RDATE:07032008 London -- Harvey Nash outsourcing today announced the signing of a...
- Research articles 2008-03-07
- Bharti eyes partnership model for call centre work.
- Aug. 9--NEW DELHI -- Bharti is looking at a partnership model for its call centre operations. "IT and network outsourcing partnerships have resulted in significantly improved performance and delivered greater efficiencies. We are now embarking on a partnership model for delivery of high-quality ...
- Research articles 2005-08-09
- A24 Outsource Group at Call Centre Expo, Hall 8, Birmingham NEC, UK, 26 - 27 Sep 2007
- BIRMINGHAM, England -- A24 Outsource Group is announcing its new portfolio of services for the outsourcing and off-shoring of business functions specifically from the UK to South Africa, at Call Centre Expo, Birmingham NEC, UK. A division of Ambition 24hours, it is one of the UK's most successful private companies,...
- Research articles 2007-09-25
- Broadband Censorship, Copyright and Complaints | BTalk Australia
- (19min 31) Simon Hackett, MD of Internet provider Internode, thinks the National Broadband Network will not, and should not, be built. On today’s BTalk Australia he explains his reasoning, in a wide ranging discussion with Phil Dobbie. You’ll also hear his views on Internet censorship, copyright infringements and the sharp...
- Blog posts 2008-12-03
- Dubai bank mulls call center, back office in Hyderabad, India.
- The Economic Times, India Knight Ridder/Tribune Business News Dec. 3--HYDERABAD, India -- National Bank of Dubai is looking at setting up its call centre and backoffice operation in India. The move, if it fructifies, assumes significance since outsourcing of business activities to...
- Research articles 2004-12-03
- Keeping Call Staff Satisfied | BTalk Australia
- (12min 38) Running an effective call centre is one of the hardest and costly tasks for most organisations. It’s a blend of technology, customer service and staff management. On today’s BTalk Australia Phil Dobbie talks to Denise Pitt, CEO of UCMS Group, one of the country’s largest...
- Blog posts 2008-12-09
- Small and Medium Contact Centre Markets Present New Growth Opportunities for ACD System Vendors.
- LONDON, January 25 /PRNewswire/ -- Saturation in the large contact centre market of over 400 agent seats in Europe, the Middle East and Africa EMEA region is compelling automatic call distributor ACD system vendors to explore growth opportunities in the small and medium...
- Research articles 2005-01-25
- CSC WINS MAJOR US OUTSOURCING DEAL
- Computer Sciences Corporation South Africa CSC has won a multimillionrand deal to run the outsourced business processes of US insurance groups.The contract has already begun to create new jobs in Cape Town. A backoffice and a call centre are being estabComputer Sciences Corporation South Africa CSC has won a multimillionrand...
- Research articles 2003-04-13
- BoQ sets outsourcing benchmark.
- Mar 8, 2002 The Australian Financial Review ABIX via COMTEX -- The Bank of Queensland has issued an outsourcing contract to EDS for information technology and call centre services. The contract is worth an estimated $A480m, involves about 25 per cent of the bank's...
- Research articles 2002-03-07
- Global Securities Services: The Inevitability Of Outsourcing - Politicians May Berrate Firms Outsourcing To Lower Cost Countries, But In The End There's Little They Can Do About It, Says Brian Caplan.
- Indian outsourcers can rest easy about the future of their business if the remarks of Mellon Financial Corporation's chairman and CEO Martin G McGuinn are anything to go by. He dismisses the political machinations in the US as mostly rhetoric that even members of the US ...
- Research articles 2004-03-01
- SOUTH AFRICA: CSC WINS MAJOR US OUTSOURCING DEAL.(Computer Sciences Corporation South Africa)(Brief Article)
- Computer Sciences Corporation South Africa CSC has won a multimillion rand deal to run the outsourced business processes of US insurance groups. The contract has already begun to create new jobs in Cape Town. A back office and a call centre are ...
- Research articles 2003-04-13
- TXU EUROPE EXPANDS.(Brief Article)
- TXU Europe, Eastern Energy's American parent company, has become Britain's second-largest energy supplier, buying United Utilities' Norweb Energi for [pound]310m. as part of the deal, United Utilities' outsourcing arm, Vertex, will get billing, call centre and income collection contracts with both Eastern and Norweb worth...
- Research articles 2000-08-01
- Russell gains Qantas mandate.
- Dec 19, 2006 (Super Review - ABIX via COMTEX) -- Russell Investment Group has signed an outsourcing contract with Qantas Superannuation. Under the terms of the agreement, Russell will provide benefit payment and call centre functions to the fund, beg Dec 19, 2006 (Super Review -...
- Research articles 2006-12-19
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