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.
Consumers in emerging markets are twice as likely to buy consumer electronics next year than their counterparts in developed markets, and would prefer environmentally-friendly products over those that harm the planet, research from BPO firm Accenture found.
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.
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.
Enterprises that seek a successful move to virtualization have a number of hurdles to overcome. Not all are obvious. This paper identifies seven key things that you must know if your business is to be successful in virtualizing your mission-critical applications.
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.
Queensland University of Technology (QUT) is a culturally diverse Australian education provider with campuses in Brisbane and southeast Queensland. In 1989, QUT decided to partner with Oracle to deliver key elements of its information technology architecture. Download this free case study to know more.
