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Software Functionality Revealed in Detail
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 outsourcing call center


The Benefits of Call Center Outsourcing
An increasing number of companies are turning to business process outsourcing (BPO) because of the many advantages it provides. In 2002, the outsourced call

outsourcing call center  turning to business process outsourcing (BPO) because of the many advantages it provides. In 2002, the outsourced call center industry reached $22 billion (USD) and is projected to increase to $25.7 billion (USD) over the next two years to serve the growing demand. For outsourcing to be a success, companies need an overall strategy. After that, it boils down to one question: where?

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Software Functionality Revealed in Detail

We’ve opened the hood on every major category of enterprise software. Learn about thousands of features and functions, and how enterprise software really works.

Get free sample report
Compare Software Solutions

Visit the TEC store to compare leading software by functionality, so that you can make accurate and informed software purchasing decisions.

Compare Now

Business Process Outsourcing (BPO)

Business process outsourcing (BPO) services manage critical front- and back-office processes that can include human resources and accounting as well as customer-related services such as contact center services. 

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Documents related to » outsourcing call center

Outsourcing in Latin America


Global economic instability has modified the configuration in the worldwide outsourcing market. Find out what impact the crisis has had for Latin America players, according to new data, as well as the steps they should take to survive and—perhaps—prosper.

outsourcing call center  outsourcing (BPO), knowledge process outsourcing (KPO), and call center operations for very diverse industries. Mexico —Still a common nearshore destiny for companies from the US and Canada, Mexico has maintained a stable position in the global outsourcing market. Proximity to the US and a Spanish-language consumer market with stable growth have helped Mexico maintain its position as a common destination for nearshore call center and BPO operations as well as IT outsourcing. Brazil —This country is Read More

Outsourcing 101 - A Primer


Outsourcing is a very diverse topic, and there are many different outsourcing options and outsourcing service providers to choose from. Companies are telling TEC that they need a clearer picture of outsourcing, its potential benefits, and common pitfalls. They want examples of different types of outsourcing and advice on whether outsourcing is right for them. This primer addresses these questions.

outsourcing call center  the value-curve. More recently, outsourcing has moved into the world of information technology, pension and 401k benefits, data transcription, and call center operations. This realm is made more and more possible by continued investment in education, improved information technology, the wide adoption of the Internet, and the broad, but still emerging, availability of low cost telecommunications and data communications in third world countries. How Does It Work? How does a company engage and pay for the Read More

Choosing the Right Call Center Outsourcing Partner: Canada Builds a Strong Case


As pressure increases to reduce costs and improve customer service, many companies are outsourcing outside the US. Although India and Malaysia are the least expensive options, companies that want to build strong long-term partnerships with a call center—while taking quality, political climate, and cost into consideration—should look north of the border. Canada builds a solid case for any company’s outsourcing dollars.

outsourcing call center  service, many companies are outsourcing outside the US. Although India and Malaysia are the least expensive options, companies that want to build strong long-term partnerships with a call center—while taking quality, political climate, and cost into consideration—should look north of the border. Canada builds a solid case for any company’s outsourcing dollars. Read More

Automating Your Call Center Feedback


Almost everyone has had a bad call center experience—due to long queues, ineffective interactive voice response (IVR) systems, or an agent who doesn’t communicate well. After, the story is told over and over to friends, warning them about doing business with "that company." Are your customers saying this about your local contact center? If so, do you know why? Learn why you should update your customer feedback systems.

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Data Center Projects: System Planning


System planning is the Achilles’ heel of a data center physical infrastructure project. Planning mistakes can propagate through later deployment phases, resulting in delays, cost overruns, wasted time, and a compromised system. These troubles can be eliminated by viewing system planning as a data flow model, with sequenced tasks that progressively transform and refine data from initial concept to final design. Learn more.

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Lean as a Response to Global Outsourcing Challenges


The recent trend of manufacturing companies in outsourcing their production tasks to other parts of the world has certainly been effective in reducing production costs and increasing profit margins, but at the cost of complex supply chains and inability to quickly respond to new requests or demand changes. Learn how lean production can address global outsourcing challenges and help your company realize strategic growth.

outsourcing call center  a Response to Global Outsourcing Challenges The last few decades have witnessed dramatic changes in the manufacturing and global logistics landscape. Organizations in the highly developed and diversified manufacturing industry have shifted into a service-oriented industry, with product manufacturing becoming almost a rarity (with the exception of food processing companies, defense-oriented companies, car parts manufacturers, and a few others). Facing increasing intensity from global competition, most Read More

How to Save $20,500 on Call Center Software


Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers. This white paper discusses the benefits of call center software, features of call center software, and the costs you can expect when you start using call center software. There is also a cost breakdown that shows you how to save money on your call center software.

outsourcing call center  to Save $20,500 on Call Center Software Even if you only have a few agents fielding customer service calls, call center software can give your business a more professional interface with customers. This white paper discusses the benefits of call center software, features of call center software, and the costs you can expect when you start using call center software. There is also a cost breakdown that shows you how to save money on your call center software. Read More

Case Study: OCR Solution the Key to Success for Berkheimer Outsourcing


Founded in 1936, Berkheimer Outsourcing is the largest independent local tax administrator in Pennsylvania (US). Each day, critical information must be quickly and accurately captured from more than 150,000 documents. A time-consuming paper shuffle, including tedious manual data entry, had to be replaced with an automated solution. Find out how Berkheimer virtually eliminated the need for data entry.

outsourcing call center  to Success for Berkheimer Outsourcing Founded in 1936, Berkheimer Outsourcing is the largest independent local tax administrator in Pennsylvania (US). Each day, critical information must be quickly and accurately captured from more than 150,000 documents. A time-consuming paper shuffle, including tedious manual data entry, had to be replaced with an automated solution. Find out how Berkheimer virtually eliminated the need for data entry. Read More

Considerations for Owning versus Outsourcing Data Center Physical Infrastructure


When faced with the decision of upgrading an existing data center, building new, or leasing space in a retail colocation data center, there are both quantitative and qualitative differences to consider. The 10-year TCO may favor upgrading or building over outsourcing; however, this paper demonstrates that the economics may be overwhelmed by a business’ sensitivity to cash flow, cash crossover point, deployment timeframe, data center life expectancy, regulatory requirements, and other strategic factors. This paper discusses how to assess these key factors to help make a sound decision.

outsourcing call center  for Owning versus Outsourcing Data Center Physical Infrastructure When faced with the decision of upgrading an existing data center, building new, or leasing space in a retail colocation data center, there are both quantitative and qualitative differences to consider. The 10-year TCO may favor upgrading or building over outsourcing; however, this paper demonstrates that the economics may be overwhelmed by a business’ sensitivity to cash flow, cash crossover point, deployment timeframe, Read More

Managing the Risks When Outsourcing Offshore


In recent years, increasing numbers of businesses have chosen to outsource their application development overseas for smaller, defined projects, or through a long-term outsourcing partnership model. The main reasons for outsourcing include a desire to increase company productivity and efficiency, while simultaneously lowering operating costs in an increasingly competitive economy. But outsourcing, whether overseas or locally, comes with severe risks.

outsourcing call center  the Risks When Outsourcing Offshore In recent years, increasing numbers of businesses have chosen to outsource their application development overseas for smaller, defined projects, or through a long-term outsourcing partnership model. The main reasons for outsourcing include a desire to increase company productivity and efficiency, while simultaneously lowering operating costs in an increasingly competitive economy. But outsourcing, whether overseas or locally, comes with severe risks. Read More

Outsourcing-The Pros and Cons


Outsourcing’s in the news these days, what with the US presidential election and all, but it’s usually covered from an “is it good for us” angle—where “us” is the American people or the national economy. But how about you? Is it good for your organization? I’m interested in your current perspective on outsourcing—please let me know what you think by responding to the poll at the

outsourcing call center  let A.B. Maynard, TEC’s outsourcing analyst, speak for the rest of this post—the excerpt below is from his article Outsourcing 101 - A Primer , and I thought it was an excellent overview of the factors you should consider before making a decision . Why Do It? There are a number of reasons that drive companies to outsource some or many of the work activities. The list of reasons include Lower costs (or lower total costs). Sometimes achieved through lower wages costs, but also through economies of Read More

Sarbanes-Oxley and Its Impact on IT Outsourcing


The rules have changed for IT outsourcing companies and their clients. The US Sarbanes-Oxley Act (SOX) casts a giant shadow over every person and organization that comes in contact with a company’s financial records and reports. We’ll look at ways in which outsourcing companies can take proactive measures to meet both the spirit and letter of compliance guidelines through audits and adherence to industry best practices.

outsourcing call center  Its Impact on IT Outsourcing The rules have changed for IT outsourcing companies and their clients. The US Sarbanes-Oxley Act (SOX) casts a giant shadow over every person and organization that comes in contact with a company’s financial records and reports. We’ll look at ways in which outsourcing companies can take proactive measures to meet both the spirit and letter of compliance guidelines through audits and adherence to industry best practices. Read More

Software Outsourcing Service


Depending on customers' needs, HopeRun provides offshore software outsourcing using a number of different models, including application development, QA, software localization, and operation support and maintenance. HopeRun provides application development in its complete cycle from business requirement analysis, design, development, testing, delivery, and up to post-production maintenance. Due to the company's strict compliance to CMMI3, HopeRun guarantees its development cycle follows industry standards and its final deliverables are of high quality. For customers in need of outsourcing QA processes or expanding their existing QA teams, HopeRun has a team of QA specialists. The company's service includes regression testing, performance testing, test case design, and automated test scripts. HopeRun's QA team can take advantage of the potential time zone difference and provide overnight QA services to its customers. If a company's software products are written in English or Japanese and are ready to be marketed in other languages such as Chinese, HopeRun provides localization service to make those products ready for the global market. Finally, with engineers experienced in a wide range of platforms such as Windows Servers, Unix, and Linux, HopeRun provides daily operation support and maintenance of customers' existing systems. Because of the potential time zone difference, HopeRun can perform maintenance tasks at late hours for its customers.  

outsourcing call center  Outsourcing Service Depending on customers' needs, HopeRun provides offshore software outsourcing using a number of different models, including application development, QA, software localization, and operation support and maintenance. HopeRun provides application development in its complete cycle from business requirement analysis, design, development, testing, delivery, and up to post-production maintenance. Due to the company's strict compliance to CMMI3, HopeRun guarantees its development cycle Read More

Best Practices for Improving Performance in Your Contact Center


Discover the top six approaches to a high-performing contact center in the executive brief, Best Practices for Improving Performance in Your Contac...

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