The current economic climate has been providing both an opportunity and a challenge for business process outsourcers (BPO). To cut costs clients are focusing more than ever on their core competencies, which has led more of them knocking on BPOs' contact centers. At the same time they are seeking more in the way of service and quality from BPOs at competitive pricing so that they can retain and attract more of their clientele and maximize the value from them: with the limited resources available. Outsourcing has often been labeled as being better, faster and cheaper. Better for its ability to provide solutions that leverage experts focused on their core competency, says Sitel president and COO Bert Quintana. Physical and data security have become a significant and critical component within terms and conditions, says Teleperformance USA executive chairman Dominic Dato.
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