categories
HOT TOPICS
- The Accelerator Conundrum
- The Startup Velocity Question
- Platform as a Service
- Man and Superman
- Web 3.0 = (4C + P + VS)
- The Future: End of Capitalism
- Capitalism 2.0
tony scott
Outsourcing: Amit Shankardass And Andrew Kokes Of Sitel (Part 10)
By guest author Tony Scott Tony: I think you have to start with [an open] mindset as the prerequisite; it is pretty hard to train someone to be open minded if they are not open minded already. Amit: If you look at Andrew’s background, Andrew was born and brought up in the United States, but
Outsourcing: Amit Shankardass And Andrew Kokes Of Sitel (Part 8)
By guest author Tony Scott Tony: We talked a little bit about [alignment of capabilities] in terms of being able to provide more total customer care, total customer cost of ownership, if you will. As you’ve done that, have you found gaps in the cultural approaches that your middle managers and senior managers take that
Outsourcing: Amit Shankardass And Andrew Kokes Of Sitel (Part 7)
By guest author Tony Scott Tony: Are you moving toward even more of the secondary and tertiary locations in the countries in which you are operating? In the Philippines and India, are you moving more into more rural areas and setting up the infrastructure there to be able to support what you do, or are
Outsourcing: Amit Shankardass And Andrew Kokes Of Sitel (Part 6)
By guest author Tony Scott Tony: [What you just said about offering speciality skills] goes back also to another point, labor rates. Seven or eight years ago, when outsourcing was really just trying to take off in a big way for call center outsourcing, the labor rates, if you focus on India or parts of the
Outsourcing: Amit Shankardass And Andrew Kokes Of Sitel (Part 4)
By guest author Tony Scott Tony: What do you think is driving your clients to use outsourcing overall, and why do you think they are choosing you over other BPO and inbound call center providers? Andrew: I think the value proposition for outsourcing is essentially that it is better, faster, and cheaper. If you talked
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.
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
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,
