Outsourcing: Amit Shankardass And Andrew Kokes Of Sitel (Part 3)

By guest author Tony Scott Andrew: Over the past decade we have seen globalization evolve, particularly within the call center and BPO marketplace. There was a period from 2002 and 2003 to around 2007 when I spent a lot of time focusing on the emerging markets: India, the Philippines, Peru, the rest of Latin America.

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Outsourcing: Amit Shankardass And Andrew Kokes Of Sitel (Part 2)

Tony: So, initially, the company was mostly Indian in terms of the delivery model, and you have now gone into multiple countries? Amit: Ten years ago it was predominantly domestic, and there was very little happening offshore. Today, there is a mix of rightshoring or global sourcing. I am not saying 60 percent is done

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Outsourcing: Amit Shankardass And Andrew Kokes Of Sitel (Part 1)

By guest author Tony Scott This interview, the last in this first group in the series, is with Sitel, which describes itself as “redefining call center outsourcing.” The company offers a variety of services for acquisitions and sales, back office, collections, customer care, and technical support. I am talking with Sitel’s chief global marketing officer,

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1Mby1M Deal Radar: Systems In Motion, Fremont, California/Ann Arbor, Michigan

Joining the blog’s ongoing conversation about outsourcing, nearshoring, and IT services is Systems In Motion, a U.S.-based technology services company that was founded to create a competitive and complementary alternative to the trend of offshore outsourcing of IT work.

Outsourcing: Dr. Shami Khorana of HCL America (Part 6)

By guest author Tony Scott Tony: That is an interesting concept, being transparent for the benefit of employees, making sure that people feel included and valued in their work, and helping them to find their place in the global workforce. Obviously, if we look at the historical concept of how one manages a business, it

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Outsourcing: Dr. Shami Khorana of HCL America (Part 5)

By guest author Tony Scott Tony: Through the course of this process, how have you as the president of HCL America gone about making sure you infuse that culture in your organization and find this kind of talent for your leaders? Shami: You have to do it step by step. If I look at the

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Outsourcing: Dr. Shami Khorana of HCL America (Part 4)

By guest author Tony Scott Tony: Do you see HCL also doing more of the type of deals that you did with CA, possibly moving into product creation? Shami: Definitely. There was a time when we were very strong and focused on seeing whether we could do an entire platform; everything is about platforms. One

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Outsourcing: Dr. Shami Khorana of HCL America (Part 3)

By guest author Tony Scott Tony: Companies have to figure out what their own core competencies are. If you look at the history of artisans, they made everything themselves. Then came industrialization with vertical integration, with ultimate example being Ford’s River Rouge plant. When it was finished, it was the largest integrated industrial plant in

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