In the rush towards customer service automation, accelerated during the pandemic, have organisations gone too far in sacrificing the “human touch”? When it comes to empathy, creativity, sensitivity and initiative, humans simply do it better than machines. This white paper explores the scenarios where human contact can deliver better outcomes for customers and businesses alike…..
The outsourcing landscape is unrecognisable compared to just a few years ago before the pandemic. Locations, operating models, and vendor options have all changed. This invaluable 27-page Guide will set you up for success, whether you’re outsourcing for the first time, or changing strategy in 2024. Content includes: – key principles of successful outsourcing –….
Catalysed by the pandemic, the Great Resignation and Great Exhaustion have hit contact centres hard. Both the organisations that run contact centres and their customers have been negatively impacted, prompting a radical rethink of HR and operational strategy. This white paper highlights 7 solutions to the talent shortage, and deep dives into one solution –….
Businesses in Australia are spoilt for choice when it comes to contact centre outsourcing – there are hundreds of vendors in this multi-billion dollar market. But before you go about selecting a vendor, it’s important to understand the commercial models available, and the benefits of outsourcing, which you can drop straight into a business case…..
The greatest fear companies have when considering outsourcing their customer service or back office is, in a word, failure. That’s because we’ve all heard horror stories of outsourcing gone wrong. But the good news is, it doesn’t have to be that way. Having helped thousands of clients over the course of her 30-year career in….
For companies throughout the U.S., Australia and New Zealand, the Philippines is the first country that comes to mind for offshoring services ranging from contact centre to back office and I.T. The benefits of outsourcing to the Philippines are numerous and the country has successfully built a powerhouse BPO industry. However the pandemic has prompted….
Fiji is riding a boom in interest from Australian businesses for outsourcing services. This report outlines the cost of Fiji customer service, recruiting, accounting & administrative resources. The paper also covers the cost of living and visiting Fiji, and what’s included in the cost of staff leasing companies should you wish to extend your team….
Note: the below interview was conducted in 2023 and Steve Culpeper has since moved to a new role. Please visit LinkedIn for up-to-date information. Education was one of the hardest hit sectors in Australia during Covid. Through an innovative approach to cost reduction and course delivery, Gradability – Australia’s largest dedicated graduate employability specialist –….
In this article, we describe everything you need to know about RPO (Recruitment Process Outsourcing), from models and services to cost and operational benefits! What is Recruitment Process Outsourcing? RPO is a form of outsourcing whereby one organisation contracts with a specialist company to handle all or parts of its talent acquisition and hiring process…..
Outsourcing is the contracting of a service to a third party. The outsourcing industry is broken down into segments, the largest of which are BPO and ITO (collectively referred to by some as IT-BPO). These two segments are estimated to represent a global market value of US$700 billion. ITO is the larger of the two…..
Unlike many industries, business process outsourcing (BPO) has continued to grow through the pandemic. COVID-19 caused an increase in activity for banks, insurance companies, government agencies and so many others, who struggled to cope internally and turned to outsource partners for help. Increased comfort with remote working and the need for strong business continuity arrangements….
Fiji has been called “the contact centre industry’s best-kept secret” and the “new frontier” of business process outsourcing. It may not be the first country that comes to mind for Australian and New Zealand businesses looking to outsource, but that is changing – rapidly. Government and industry are making a concerted effort to make the….
When considering setting up a team offshore, most Australian and New Zealand businesses think of the Philippines or India as their only choices. Fiji, however, is a compelling alternative for a wide range of services, from accounting and HR support to admin and customer service. This white paper*, particularly useful for small and mid-size businesses,….
1 in 3 marriages end in divorce, but the rate of relationship breakdown between clients and vendors in the BPO (business process outsourcing) world is certainly higher. There are many reasons for this: for example, when new executives arrive at companies, they bring with them change, which may include preferred vendors they’ve worked with before,….
With the pandemic and catastrophic weather events, 2020 was a wake-up call to companies offshoring, with the lesson being: don’t put all your eggs in one basket. This white paper makes the case for a new model for Australian businesses that use outsourcing, offering greater operational flexibility and redundancy for business continuity purposes, while not….
