Analyst Reports
The IT / BPO industry is consistently evolving and has moved from outsourcing primarily for cost benefits to gaining strategic importance in business for clients and users of IT / BPO services. Similar to other industries such as manufacturing, IT / BPO industry operates on a delivery model with the objective of utilizing resources from different regions to optimize delivery of services.
Creating a single, comprehensive view of the customer is the key for banks seeking to boost profits and rebuild trust in the post-credit crunch era, according to Ovum.
Some corporate customer relationship management (CRM) platforms contain useful information on less than 25% of contacts in a customer database. Accessing the “missing” 75% of actionable information is vital from a competitive and business survival perspective, and so organizations must consider the option of information discovery tools alongside traditional enterprise search solutions.
New US healthcare reforms present a wide range of opportunities to Indian IT/BPO companies.
Pharmaceutical companies vary in their decision to stay in-house versus outsourcing medical information call centers and in how much to spend on call center support for brands.
Sheryl Kingstone, CRM program manager with the Boston-based Yankee Group talks aboout the benefits and disadvantages of using smartphones for CRM.
Gartner's Magic Quadrant for customer service contact centers finds best-of-breed market. Who are the winners and why?
Last year, the industry growth was only 6%, down from the high double digit growth rates seen previously. Nasscom is optimistic about the growth of the industry and expects it to be around 15 to 18% this year. The economic crisis in Europe is still looming large and hence the cautious outlook.
The rural BPO began to take root in India almost three years back, when GramIT, Desicrew, Fostera among others set up centers across villages in South India. What began as an experiment, has now started to gain momentum. Currently, there are at least fifty such centers operating not just across south Indian villages but also in rural north India. Most rural BPO centers have quite aggressive expansion plans.
The global ITO and BPO markets are growing every year. The recessionary environment was a strong contributor, leading to much contract revision and renegotiation in 2009, as clients chased cost efficiencies. ValueNotes analysts see bundling as a way to move forward.
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Knowledge Central
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When Bharti Airtel, India's largest mobile operator, discovered a manually-operated outbound calling infrastructure was limiting its ability to ensure better customer experience, the company turned to Genesys to implement a solution that integrates marketing, customer service and collection ensuring that the various departments do not overwhelm the engagement experience for customers.
As one of India's largest banking institutions, HDFC Bank has embraced sophisticated information technology to pursue its expansion from corporate banking to become a world-class provider of wholesale and retail financial services. SAS provides a broad range of analytics to help HDFC Bank make credit decisions, enhance its cross-sell and up-sell marketing, and comply with strict regulations.
Call center infrastructure vendors are boasting of the environmental benefits of at-home agents, but the price of gas is proving a more compelling argument.
Providing ongoing call center agent training and coaching should be a high priority for call centers of any size. We've gathered these call center eLearning buzzwords to help you understand the basics of eLearning technology and decide if it's right for your call center.
I'm looking for more information on the chief customer officer (CCO) position to bring to a meeting with company executives. What are your thoughts on this position, and do you have any examples of companies that have hired chief customer officers and seen improvements to the customer experience, customer loyalty and customer trust?
When calculating call center shrinkage, should you include time for call center representatives that are on a leave of absence (LOA), Family and Medical Leave Act (FMLA) or short-term disability? Lori Bocklund of Strategic Contact provides sound advice.
