Best Practices in Business Process Outsourcing (BPO) - Novarica

Author: Karlyn Carnahan and Madhavi Mantha
Pages: 17
Published: August 2011
Price: $1,500

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Summary

This report is based on direct observations of several offshore BPO centers during a Novarica visit to India in 2011.

Offshoring is rapidly moving from an exotic and risky option reserved for the largest carriers and banks to an orthodox choice for any size organization. It is not a fad, nor is it just a way to get a one-time cost advantage. Offshoring can deliver significant value beyond labor arbitrage.

While India has been a popular location for offshore outsourcing, most vendors now pursue a multi-country strategy, leveraging different locations for specific skills and capabilities. Offshoring can result in reducing costs, improving efficiencies and improving quality; however, it is not easy to deliver a seamless offshore experience. Unrealistic expectations, hidden pitfalls, and unexpected twists can create hurdles that can disrupt even small offshore exercises.

This report outlines some of the keys to successful offshore outsourcing from strategy and planning to solution design, implementation, and ongoing management of the relationship.

CONTENTS

Introduction?2
Overview of Outsourcing Process?3
Offshore Outsourcing?4
Benefits of Outsourcing?7
What to Outsource?8
Selecting a Vendor?10
Vendor Selection Process?11
Managing the Relationship?13
Managing Risks?14
Conclusions?16
About Novarica?17

Source: http://www.novarica.com/bpo_best_practices_2011/

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