Analyst Reports
Revenues from the Malaysian IT/ITeS outsourcing industry are expected to grow at a CAGR of 15% to reach $1.9 billion by 2013, according to a joint publication by Outsourcing Malaysia and ValueNotes . Currently, IT outsourcing services in Malaysia have a greater share of the overall outsourcing market, followed by BPO services; while knowledge services outsourcing, still in its nascent stage, has a smaller share.
With Valentine's Day right around the corner, the Kenexa Research Institute (KRI), a division of Kenexa), a global provider of business solutions for human resources, researched, "What makes an employee passionate about his/her job?"
As the economy begins to show signs of recovery, the contact center industry is expected to fare better in 2010. While budget challenges will persist, economic recovery is expected to kick in which will drive the focus back to customer acquisition. Apart from efficiency, focus on effectiveness and driving customer satisfaction ratings will also resume focus.
As more marketers turn to loyalty and rewards programs to spark business growth, a new report from the Chief Marketing Officer (CMO) Council report indicates that marketers are under-valuing these often costly programs even as customers give the perks, discounts, deals and additional service opportunities high marks. Both customers and marketers agree: deeper engagement and personalized contact drives loyalty, not mass blast communications and gimmicks.
Indian companies from high-growth sectors like telecom, retail, banking and financial services are amongst the leading buyers of IT and BPO services. Aggressive adoption of IT and centralization of operations will further serve as key enablers to outsourcing.
The BPO industry has grown at a frenetic pace. However, the last two years have been challenging for several service providers due to the uncertain economic conditions. The Indian BPO industry that was growing at a rapid pace (CAGR of 30+%) from 2004-2008, experienced a slowdown for the year 2008-09 (with a growth rate of 17% per annum). Revenues from the Indian BPO industry were $12.8 b in FY 2008-09.
Rural outsourcing utilizes talent present in tier III cities and villages in India to provide BPO services to the domestic outsourcing market. ValueNotes analysts predict growth for this budding industry.
Should price the most important factor when selecting an outsourcing vendor? ValueNotes analysts think otherwise.
Procurement outsourcing is the smallest of the horizontal business process outsourcing (BPO) functions, but many industry experts believe 2010 will see significant expansion in the market.
Salesforce.com is making a logical move, capitalizing on the increasing popularity of social media. OVUM analyst, Aphrodite Brinsmead, shares her view on what this new offering means to enterprises in their quest for the social networking holy grail.
Knowledge Central Multiple
Knowledge Central
Customer serving organisations have always faced a demand dilemma. This paper lays out the reasons why contact centre strategy is changing, outlining the benefits of the different solutions out there, and provide practical guidance to how to move to a hosted or virtual model.
Shrinkage can be one of the more elusive metrics in the contact center, but don’t underestimate its power. If properly measured and managed, the use of shrinkage can enable contact center leaders to achieve the ideal balance of productive and unproductive time. Unchecked shrinkage will negatively affect service levels and the overall contact center budget.
Operational risk is an ever-present challenge of the banking industry, inhibiting performance and reducing profits as banks need to keep adequate reserves of capital to cover potential losses. But in recent years, corporate wrongdoing, high-profile fraud and major process failures have put the dangers of operational risk – and the consequences of poorly managing it – in the spotlight. This case study looks at how Woori Bank in Korea went with analytics to reduce its operational risks.
This case study is about how Hindustan Unilever uses change management solution from SAP to synchronise software development across all its offices in India.
Cell phone activities are a great way to encourage team building in call centers. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office.
In order to develop a strategic Internet marketing plan marketers need to understand where their customers and potential customers are going for information. Companies have the potential to succeed if they effectively target these customers with innovative and strategic Internet marketing techniques through the use of social networking sites and Web 2.0 technology.
What specific techniques could you suggest to lower average talk time for inbound order entry/ customer service calls on an agent level? (i.e.: call phrases, call control techniques etc.) For example, many of the extended calls seem to be when a supervisor is requested ... Is there a way to educate the agents in techniques to avoid supervisor escalations? Or is there a way to de-escalate a caller immediately requesting a supervisor?
Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put together this list of the things call center agents and customer service reps should and shouldn't do during a call center interaction.
