Services are simultaneously climbing the value chain from transaction to more strategic, knowledge-based processes (e.g., R&D, financial analysis, marketing, market research). In response, many buyers are seeking to establish offshore captive operations, while others are divesting their captive centers, and still others are leveraging theirs to support partnerships with third-party outsourcing service providers. Most buyers will require a combination of service delivery options, from internal distributed delivery to domestic shared services, offshore captive operations, and third-party outsourcing, to achieve their performance, productivity and cost-reduction objectives. This paper presents the pros and cons of captives, a pulse-check on captive center performance, and strategies to generate maximum value from business Process Outsourcing (BPO) and Knowledge Process Outsourcing (KPO).
Did you find this white paper useful?
Related white papers
Microsoft Windows XP: How to Prepare to Upgrade to Windows XP from Windows 98 or Windows Millennium Edition
During this session, we will discuss best practices to use when preparing a computer that is running Microsoft Windows 98 or Microsoft Windows Millennium Edition (Me) to upgrade to Microsoft...
Trialware: Improving Customer Support and Help Desk Efficiencies with On-Demand Remote Support
Now you can sit at your desk and solve the toughest support problems, remotely. Sure, you can visit all your employees or customers and solve their support issues at their...
New Microsoft Windows XP Command-line Tools and Troubleshooting Utilities
During this session, we will describe the new tools that ship in Microsoft Windows XP as well as the support tools, and how they can be used by support professionals....
Help Maximize Customer Base and Revenue: Optimize the Efficiency and Cost of Account Opening Processes
Driven by customer expectations and competitive pressures from market leaders, banks are reassessing their delivery and customer management strategies. By eliminating inefficiencies, they are able to reduce costs and attract...
Knowledge Management for Customer Service: Ingredients for Success
As enterprises increasingly use customer service to differentiate themselves, knowledge management has gained prominence as a strategic initiative. A key enabler, it allows businesses to use their knowledge assets to...
HelpDesk: With Touchpaper, the Post Gets Delivered!
As the subsidiary of Deutsche Post AG (German Post Office), Deutsche Post Customer Service Center GmbH offers various services in the area of customer communication and customer process management. At...
Consulting Firm Acquires Seven Companies, Doesn't Miss a Call
This case study examines how Navigant Consulting, an independent consulting firm, used a single, converged IP network to help a dynamic global workforce improve responsiveness to clients -- regardless of...
