Transcend People Limited | Inside Outsourcing

There’s been a slew of outsourcing articles in the past week, resulting from Brown-Wilson Group’s annual Black Book of Outsourcing, which identifies the 50 best-managed global outsourcing vendors.

Here are a few that we found interesting:

Critics Challenge Outsourcing Rankings, BusinessWeek:

“Brown & Wilson Group’s principals defend their way of doing business. Scott Wilson and Doug Brown say their survey, which results in multiple rankings, is the world’s most independent and objective rating of outsourcers.”

Report: India losing grip on outsourcing ecosystem, ZDnet:

“Despite their slide on the list, Indian players remain a major force in the outsourcing industry, and outsourcers in China are still nowhere close to replacing them.”

Philippines tries to edge out India for U.S. outsourcing jobs, Christian Science Monitor:

“The BPO market [in the Philippines] has grown by nearly 50 percent a year in the past three years alone, generating nearly $5 billion in revenue last year. That’s still only a fraction of the business that India – the global market leader – captures.”

Outsourcing Looks Closer to Home, Wall Street Journal:

“As the world becomes smaller, companies are no longer considering moving offshore as the most cost-effective and efficient way to outsource, but instead are asking: what does the business demand? This transformation means outsourcing is seen as less of a crutch for the technically deficient or work-force challenged company, and more of a strategic tool. ‘It is becoming a matter of looking at the world as a marketplace of skills and products and deciding what gets done where the best.’”

How Offshoring Affects Customer Satisfaction, Wall Street Journal:

“If a company can save more by sending customer service overseas, it will have more opportunity to devote at least some of that money to upgrading its business.

In addition to considering whether or not to offshore customer service, companies should consider whether back-office functions such as information technology may be suitable for offshoring. Our study found that back-office offshoring had no effect on overall customer satisfaction. So the savings a company garners this way aren’t offset by dissatisfaction among customers.”