Specialization – Name of the Game in IT Outsourcing

May 4, 2010

In the last few years, the nature of outsourcing has changed, particularly in the wake of the recession.
Although there is some debate about what is expected in outsourcing market in the next year or two, analysts are predicting some common features as well.

One of the primary services offshored is the contact center service and for a high quality service center to survive it needs to keep a few things in mind. First of all, these centers, sometimes referred to as call centers, need to respect and take an interest in developing their employees, make the best technology available to staff, establish a work environment that encourages teamwork and motivate its staff. In addition, contact service centers need to develop expertise in developing their staff, business processes, recruitment, staff scheduling, and business intelligence among other things.

Specialization IT Outsourcing
It is also common knowledge that in order to be successful in today’s outsourcing market, outsourcers need to offer value – perhaps much more value than in the pre-recession phase, where there was a ‘one size fits all’ product to most clients and there was little choice for clients. But this has changed with nearshoring and onshoring becoming more viable options. This also gives companies a chance to keep tab on their interests, located closer to home rather than destinations like India, where most projects are outsourced. Some of these projects involve web development firms, mobile application developers, and software development firms.

The capability to provide expertise in a broad range of disciplines whether IT or finance is going to play an important role in the way vendors outbid competitors. More and more, surveys indicate that outsourcing vendors are no longer just ‘people on seats’ but they are part of the company’s culture, and work platform. This means they need to work on increasing sales, profits, enhancing client loyalty, improving debt collection, and meeting other financial targets. Hence, specialization is the name of the game for the outsourcing industry.


Comments

2 Responses to “Specialization – Name of the Game in IT Outsourcing”

  1. Alertpay on May 4th, 2010 4:46 pm

    Niche outsourcing companies will be the future. If you’re in generic outsourcing then you’ve to struggle to keep your doors open.

  2. contact center philippines on May 6th, 2010 12:21 am

    Global financial crisis really affects the business industry . However , the good news is the outsourcing industry is continuously growing despite of the crisis. Thanks for sharing this blog. Nice post.

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