News
Case Study Seymour Hunter: Seymour Hunter Technical Helpdesk recently reduced call abandonment to one per cent with the help of NewVoiceMedia.
Read the full article here>>
Check out These Global Events
List of Public events:
Public Sector Outsourcing. July 13, 2010. London, United Kingdom
At Butterworths® Public Sector Outsourcing conference you will gain practical insights from outsourcing experts into the latest legal and commercial challenges
World BPO/ITO Forum. 28th – 29th July 2010. Jersey City, USA
“Strategic Sourcing” is becoming an integral part of any company’s core business agenda with an emphasis on profitable growth, prudent spending priorities and innovative business models
The CIO Forum Financial Services. 04 November, 2010. New York, NY US
Specifically designed for the most senior Financial IT leaders in the country. The CIO Forum Financial Services helps shape executives upcoming strategies by offering a blend of highly interactive first class conference sessions, senior level face-to-face meetings with innovative solution providers, and extensive networking opportunities with respected peers
Giving up control over the outsourced process is a basic principle in how outsourcing works
However, many buyers find it difficult to do this at the outset of a relationship. Some go ahead and start their outsourcing relationship even though they are not comfortable with giving up control over the work, and it inevitably leads to challenges. Service providers report that the buyer’s micromanaging causes the provider’s staff to feel the buyer does not trust their capabilities, which then leads to relationship issues. itonews.eu/en/news/global-news/how-outsourcing-buyers/index.html
Do you lack prior experience or training in how to manage an outsourcing relationships?
ITO.News Has a lot to say about this.
They said that “Trial by fire.” That’s how many outsourcing buyers’ relationship managers describe their job. They’re the ones who lack prior experience or training in how to manage an outsourcing relationship but nevertheless are required to take on that responsibility. The segment of inexperienced/untrained outsourcing relationship managers is large. Unfortunately, they and their companies run into serious challenges that erode their outsourcing return on investment (ROI).
Outsourcing Center studied a slice of these buyers. The study found some disturbing trends: (a) what the buyers didn’t know, and (b) what they did about it. Full story here: itonews.eu/en/news/global-news/how-buyers-can-avoid/index.html
SSON Presents the Only event in 2010 to Focus Exclusively on Shared Services
SSON presents the only event in 2010 to focus exclusively on Shared Services and Outsourcing within the Nordic region. As we begin to emerge from recession there are definite signs of growth in the provision of Shared Services and the use of Outsourcing. The Forum offers invaluable advice to anyone planning to establish a Shared Service Centre whilst providing more established players an excellent opportunity to network and exchange ideas. SSON
IT Outsourcing – Opportunity for Everyone
IT services outsourcing is steadily strengthening its position as a venue for sharing experiences and recommendations, learning about new services, and building business relationships. idg.com/www/IDGProducts.nsf/0/8C98EDE7E07755FC8525760300689E14
Planning, Developing, and Implementing an HR Shared Services Group From the Ground Up – HR Summit October 25-27, 2010 in Orlando,
The 8th Annual HR Shared Services and Outsourcing Summit will be a gathering for corporate HR & shared services executives from companies across North America to exchange ideas, develop new partnerships and discuss the latest tools, technologies and strategies being employed in the profession to enhance departmental efficiencies and propel corporate growth. Check it out at: .hrssoutsourcing.com/Event.aspx?id=334380
Outsourcing World Summit – on February 21-23, 2011
If outsourcing is a big part of your business you may be interested in …
The International Association of Outsourcing Professionals® (IAOP®) presents the 14th edition of its world-renowned conference – The Outsourcing World Summit – on February 21-23, 2011 at the Renaissance Esmeralda, Indian Wells, California
Seymour Hunter Makes Move to Bigger Premises to Cope With Demand from European BPO IndustryBERKSHIRE, ENGLAND (United Kingdom)— Technical Services at Seymour hunter Ltd., a major provider of Business Process Outsourcing (BPO) in the United Kingdom, has carved a niche in the European outsourcing industry.
Tony Newman the CEO of Technical Services at Seymour hunter Ltd and Seymour Hunter Ltd, an experienced senior executive, having previously held senior European management positions in large corporate organisations within the IT infrastructure and outsourcing sector said…
“We have now re-located to new larger premises to enable us to keep up with the demand from our growing client base”. The move has been completed successfully and we are looking forward to further expansion of the company during the next 12 months”
Technical Services Seymour Hunter Ltd. provides outsourcing solutions across Europe, with small and medium enterprises among its many clients.
Technical Services at Seymour Hunter provide the following products and services:
Storage and distribution solutions for ecommerce organisations.
1st level support technical centre and first point of contact services.
Technical support for mobile solutions
Sales, Installation and support for Network Vulnerability and compliance reporting tools.
Specialties
· First line technical support services
· Logistics solutions for Ecommerce and Internet based organisations.
· FPOC technical call centres
· Business Process outsourcing
· Diagnostic Equipment sales and support to the Automobile Sector
· Network Vulnerability and Compliance products, sales and support
Particularly, the company drives value into clients and significantly cuts operational costs by allowing the client to concentrate on core activities.
“Customers are the life blood of our business and we strive to make the experience of working with Seymour Hunter Ltd as seamless as possible to ensure the client’s objectives are consistently met.
Technical Services at Seymour Hunter Ltd work with clients from the following sectors, telecommunications, academia, transportation and travel, finance and banking services, internet service providers, manufacturing and the public sector.
They also serve the business process outsourcing needs of companies involved in utility, distribution, network tools and services, and insurance.
Technical Services Seymour Hunter Ltd. offers clients strategic outsourcing options including technical support services, software applications support, inbound call/email handling and business process outsourcing
“Whatever your requirements may be, Technical Services Seymour Hunter Ltd will work with you to implement a solution that meets the client’s requirements. The client tells us what they need and we will then work with the client to implement the required solution, we do not operate a one box fits all scenario.
References: Please visit www.technicalservicesatseymourhunter.com/case-studies
Britain’s Profitable Outsourcing Industry
Britain’s profitable outsourcing industry was in focus yesterday as Chancellor George Osborne and his Liberal Democrat deputy David Laws outlined plans to strip £6.2bn in spending from the public purse.
In its first major financial announcement since taking office the coalition government pledged to scrap the £320m Child Trust Fund and save £1.7bn by cancelling contracts.
Capita Group, which is the sole vendor of the children’s fund and has a ten-year, £400m contract with the Criminal Records Bureau, bore the immediate brunt, shedding almost 2.5pc of its value. Payments to the Child Trust Fund will be scaled back in August and halted entirely from January 1, 2011. Source:bpovoice.com/news/topics/osbornes-axe-hits-outsourcing
Exporters Remain Upbeat Over the United Kingdom Market
Opportunities to supply the UK with Philippine-made products remain, an industry group leader claimed, especially with the upcoming London Olympics. The new employment policy direction, meanwhile, is unlikely to deter British companies from outsourcing work to the Philippines, another industry official said.
This comes as the new coalition government — shared by the Conservatives and Liberal Democrat parties — last week released its policy direction which included, among others, plans to tackle the deficit via “reduced spending rather than increased taxes”.
The Department of Health And Human Services Has Awarded $267 million to 28 Non-Profit Organizations To Establish Health Information Technology Regional Extension Centers.
What are you doing to secure your share of the cake?
“Healthcare in our country is community-based. Today’s awards represent our ongoing commitment to make sure that health providers have the necessary support within their communities to maximize the use of health IT to improve the care they provide to their patients,” HHS secretary Kathleen Sebelius said in a statement. By Nicole Lewis InformationWeek
One Deal of Over $500 million & Why He Thinks Recovery Is Here to Stay
India’s largest information technology services provider, Tata Consultancy Services (TCS), beat analyst expectations on both net profit and operating margins during the fourth quarter ending March 31. TCS clinched 10 large deals (one deal of over $500 million) in the fourth quarter and volume growth was robust at 17 per cent for the entire financial year. N Chandrasekaran, Managing Director and Chief Executive Officer, believes business will continue to be good despite currency volatility. In a chat with Leslie D’Monte, he shares his perspective on outsourcing, offshoring and growth. Edited excerpts: Read the full story here then come back and read the rest of our interesting articles: business-standard.com/india/news/\from-our-business-pointview-recovery-is-here-to-stay\/392604/ (Don’t forget to put the “www. infront the URL)
Microsoft Gone Soft with It’s Outsourcing
Microsoft, the company behind the Windows 7 OS, has announced that it has awarded a 3-year IT contract to Indian IT consultancy Infosys.
The deal will see the latter take over Microsoft’s internal IT responsibilities and will offer technical support to Microsoft staff in 450 locations in 104 countries worldwide. Read the full story here: itproportal.com/portal/news/article/2010/4/14/microsoft-outsources-technical-support-infosys/ (remember to put the www. in front of the URL)
Aditya Birla Minacs Announced the Acquisition of UK-based Compass BPO Ltd
Aditya Birla Minacs, a global business solutions company, today announced the acquisition of UK-based Compass BPO Ltd, a leading pure-play end-to-end Finance and Accounting (F&A)services provider. Compass BPO has appeared in the top 15 upcoming F&A BPO players in a recent Gartner report.
It was also cited in the Top Offshore BPO providers by FAO Today magazine™, and in the ‘Global Services 100 – 2008 list’ by NeoIT™ and Global Services™.Through this acquisition, Minacs will take over all the operations of Compass across the UK, US,Middle East and in India, bringing Minacs’ F&A employee strength to 600. The founders of Compass – David McCullough and Mark Atkins – will join Minacs’ management.
Source – coreadvisor.com/globalwise
Here is some great news for the UK businesses.
Source CBR Outsourcing & BPO
If you have a business in the UK you may be pleasantly surprise to know that …
More UK businesses are outsourcing to UK suppliers rather than choosing to offshore, according to a survey of 50,000 business users.
For the UK economy that must be a big plus. Look at these figures…
Overall, 60% of firms surveyed by online business marketplace PeoplePerHour.com said that they were outsourcing more than two years ago, egged on by the promise of lower costs and in-house staff overheads. But, despite the cost focus, 61% said they were now choosing to outsource IT requirements to local firms and only 7% awarded contracts to the lowest bidders.
The future looks good for business in the UK.
What Can 1’200 New Employees Means For TheUK Economy? And Why Is it All being Outsourced to India?
Capita, UK’s largest business process outsourcing firm, has shelved acquisition plan in India as BPO firm valuations in the country are very high, Simon Piling, the chief operating officer of the company told DNA Money.
Capita, with a total workforce of 36,000 people, is looking to hire another 1,200 people to take its India employee strength to 5’000.
This is great news for India but not so great for the UK unemployed.
Capita is one of the UK’s biggest outsourcing firms and has an order-book worth about 2 billion pounds, of which roughly half is from public sector entities in UK. Capita, with annual sales earnings of about 2.7 billion pounds, has a 27% market share in the 95 billion pounds UK outsourcing market.
Building Supplier Relationships
Jason Busch-SSON Editor at Large digs into spend management techniques, “secret” tools of the trade, technology, and their impact. Taking a diverse approach, Jason will examine a wide spectrum of topics from Spend Management implications of economic and trade policy to gossip about industry happenings and conversations.
The United Kingdom-based business process outsourcing company Compass BPO has sold out to India
Top Indian BPO service provider and a subsidiary of the Aditya Birla conglomerate, Aditya Birla Minacs has bought the United Kingdom-based business process outsourcing company Compass BPO for an unrevealed amount.
Are You Seeking to: Reduce Operational Costs, Improve You’re Profit Margins and Strengthens You’re Customer Relationships.
If you are like most dynamic small business you probably know the very nature of outsourcing is that it allows you to focus on your core business.
Outsourcing helps you to focus your investments and efforts on growing our Customer Management businesses and at the same time helps you to focus on giving your customers a great experience in doing business with you.
Discover how Business Process Outsourcing (BPO) can help lower costs, improve customer care and help your company thrive prosper and grow in a weakened economy.
£600 million UK government BPO deal
By far the largest deal won by an offshore vendor with the UK government to date.
You can check this article out at: ovum.com/news/euronews.asp?id=8455
This is Totally Insane – 50% of IT Firms in UK Are Ready To Relocate Jobs Overseas.
Nearly 50% of IT firms in UK are ready to relocate jobs overseas, with India favoured as the top offshore destination, according to a study conducted by Contractor UK, a portal for IT contractors, and the Chartered Institute of Personnel Development (CIPD).
The survey revealed that of all the employers in the UK that had plans to offshore jobs, only a fifth of the total were manufacturers. In contrast, about 44 percent stemmed from the computing and IT industries. Take a peek at the full story
Anti-Offshoring – Are You One of Them?
I came across this post mad by N Shivapriya, ET Bureau and thought i’ll share this with you.
BPO revenues are driven by functions such as accounting, payroll and procurement, which are mostly done by departments within the client organisation itself before they get outsourced to third-party providers, and therefore have a greater degree of sensitivity associated with them. Anti-offshoring rhetoric has risen visibly in the recent past in the US, partly due to high unemployment rates. Lets take a look here:
economictimes.indiatimes.com/infotech/ites/EXL-Services-scouts-for-buyouts-in-US/articleshow/5589894.cms Just put the www. at the beginning of the URL.
Hang on a minute Offshore Onshore … Whats Going On?
Microsoft has entered into an agreement with legal outsourcing provider CPA Global to offshore legal work to lawyers in India
News of the outsourcing comes after Microsoft cut its legal budget by 15% over the last two years, leading to a 5% reduction in headcount. Before the cuts, Microsoft’s legal department had an annual budget of $900m (£570m) and 1,050 staff, including 450 lawyers.
In a separate move, CPA is set to launch an outsourcing centre in the UK. The centre, which will take on low-level legal tasks, will add to the company’s onshore outsourcing operations in the US. Full ttory at Legalweek.com.
Results from 2009 Black Book Survey
(researchandmarkets.com/research/93ed34/2009_top_utilities) Strong satisfaction is common in this niche BPO sector, occurring in 52.3% of all clients globally. UK and US clients are among he most satisfied with UBPO services delivery, with 79.4% reporting high vendor approval. Strong dissatisfaction with offshore outsourcing vendors was recorded in 13% of all surveyed clients with 2009 projects, significantly higher than European and US vendors, which had less than 3.8% strongly dissatisfied. Get more info here researchandmarkets.com/research/93ed34/2009_top_utilities
Rogue Antivirus Program Comes With Tech Support
PC World Business centre Breaking News
In an effort to boost sales, sellers of a fake antivirus product known as Live PC Care are offering their victims live technical support.
Symatec says once users have installed the program, they see a screen, falsely informing them that their PC is infected with several types of malware. That’s typical of this type of program. What’s unusual, however, is the fact that the free trial version of Live PC Care includes a big yellow “online support” button.
Clicking on the button connects the victim with an agent, who will answer questions about the product via instant message.
These so-called rogue antivirus products can sometimes lower security settings on a victim’s computer. At best, they offer a false sense of security because the products never protect computers from the latest security threats
Tieto Corporation INTERIM REPORT 10 February 2010
Project services were hit hard, while the outsourcing market remained active as companies’ efforts to achieve cost savings and improve productivity opened up new business opportunities.
State …”The final quarter of 2009 was two-folded for Tieto – we improved our profitability from the previous three quarters, but at the same time our net sales continued to decline as a result of lower volumes and price pressure. We achieved an EBIT margin of 7.6% in the fourth quarter due to disciplined implementation of planned streamlining measures. Going forward, profitability improvement will continue to be high on our agenda, but we are starting to focus more on growth.
UK and US clients are among the most satisfied with onshore services
Strong dissatisfaction is uncommon in this niche business process outsourcing (BPO) sector, occurring in only 6.3% of clients globally. UK and US clients are among the most satisfied with onshore services delivery. Strong dissatisfaction with offshore outsourcing vendors was expressed by less than 9.4% of all surveyed clients with 2009 vertical-specific call center initiatives. (http://www.researchandmarkets.com/research/649610/2009_top_internet)
Indians are doing it for themselves.
The India of IT outsourcing and global business, with its corollary of slickly dressed executives in fancy offices, is rarely associated with the other, less-savoury India of caste and gender prejudice.
Yet, a new survey conducted by London-headquartered outsourcing advisory firm Quantum Step reveals that in continental Europe, the latter impacts on the perception of the former.
Quantum Step surveyed 35 top companies across Europe, asking them to discuss the barriers they felt existed in doing business with Indian outsourcing firms. Hot off the press from Business Standard.
Economics predicts that BPO will eventually take over ITO
recent report by the London School of Economics predicts that BPO will eventually take over ITO as more companies look to outsource backoffice processes. This increase in BPO has allowed fledgling outsourcing suppliers to get a foot hold in the market.
The Beyond BRIC study, authored by Professor Leslie Willcocks and his team at the LSE’s Outsourcing Unit, looks at how the growing demand for BPO and other outsourcing services is fuelling a new generation of outsourcing hotspots.
Locations such as Egypt, the Philippines and Kenya are all amongst the locations that have the potential to chip away at India’s BPO grip.
One-quarter of the top business process outsourcing (BPO) operatives will not exist
STAMFORD, Conn., September 30, 2009 — One-quarter of the top business process outsourcing (BPO) operatives will not exist as separate entities by 2012, according to Gartner, Inc. Gartner said that market exit, acquisitions, and the ascent of new vendors will rearrange the BPO provider landscape in the coming years, and enterprises should look for warning signs when evaluating BPO vendors to mitigate risk. BP Voice News.
Can you afford to miss this?
Every one and any one is going to be there.
The theme couldn’t be timelier: Using Outsourcing to Emerge as a Leader in the New Global Economy. With the current recession appearing to ease, the question now facing most businesses is how best to position themselves for the growth to come. For those of us in the outsourcing industry, the answer will naturally lead to new challenges and new opportunities. We’ll be expected to innovate new services and business models that can flexibly adapt to whatever the ‘‘new normal” turns out to be.
Check out outsourcingprofessional.org for more information on the 2010 Outsourcing world summit for more details.
Benefits with the pitfalls
Our accessible, flexible and scalable, approach has made BPO achievable and affordable on a small scale, for small and medium size businesses.
Your dedicated team can be as large or as small as required, weather it be on a full-time, dedicated basis, a part-time or a one-off task/project basis, they can be as integrated to support you as required. You can access a dedicated team here.
Supplier Value Propositions are Under the Microscope
Many suppliers wants to know how will the global economic challenges affect outsourcing in 2010 and beyond? During challenging economic times people tend to outsource more – or do they simply outsource differently?
As an outsourcing supplier or IPA, does the market truly understand your value proposition? Are you speaking to the right people, at the right time, to get your value proposition across? Visit the international forum for more information http://www.tioforum.com
Global Sourcing Summit Sheraton Hotel Park Lane London June 22nd 2010
The Global Sourcing theme will be based around.…
- How people, process and technology are coming together to create real impact and value addition.
- Issues relating to process improvement, re-engineering & transformation will be discussed.
- The growing convergence of ITO & BPO and creating both bottom line impact and greater agility within the organisation through global sourcing. For information email: info@emrgind.com
Worldwide and U.S. Business Process Outsourcing (BPO) 2005-2009 Forecast: Market Opportunities by
Horizontal Business Functions”.
Excerpt:
According to a newly released IDC study, the worldwide BPO market is vibrant and brimming with opportunity. The comprehensive BPO report, one of IDC’s most popular studies, finds that worldwide BPO spending will experience a five-year compound annual growth rate (CAGR) of 10.9%, growing from $382.5 billion in 2004 to $641.2 billion in 2009. This forecast covers eight BPO markets: human resources, procurement, finance & accounting, customer service, logistics, sales & marketing, product engineering, and training.
