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Offshore-Based BPO Case Study: A Major European Logistics CompanyPublished by: IDC Published: Sep. 26, 2008 - 8 Pages Table of ContentsTable of Contents IDC Opinion In This Buyer Case Study Situation Overview Organization Overview Challenges and Solution Scoring Criteria for Selecting the BPO Supplier Pricing and Quality Were Key But Cultural and People Issues Were Important, Too Political Issues: Offshore BPO Slips in Under the Radar White Label BPO: Voice Stays Onshore, India Remains "Invisible" Results Business Benefits of the Project Were Significant Customer-Side Technology Was the Main Inhibitor Pushback Wasn't an Issue, But Ambiguous Branding Was a Minor One "Land and Expand" Worked Well as a Strategy for TCS Essential Guidance Learn More Related Research AbstractThis case study examines the experience of a major mail and freight-forwarding player in pioneering back-office offshore BPO in one of its European subsidiaries. It examines the criteria used to select the vendor (TCS), looks at the progress of the project to date, and makes recommendations for enterprises and vendors embarking on similar projects. Get Full Details About This Report >> |
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