Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Vijay s
Director
54
MEMBER
Thamer Noori
Director of Industrial Security and Safety Dept.
13
MEMBER
Jason Taylor
Officer of County 311 Services
0

Article : Sceptic Operators Wake up to Outsourcing

Outsourcing has the potential to save costs and improve service for telecom operators. Head of Outsourced Operations for software vendor Martin Dawes Systems (MDS), Andy Peers, argues that the future of outsourcing looks bright.

In Europe, telcos have traditionally been more reluctant than their North American counterparts in adopting outsourcing for non-core business activities. However, an industry survey from Chorleywood Publications suggests that this cultural difference is in the process of changing and that European operators too are waking up to the potential benefits of outsourcing.

In the current economic climate, budgets continue to be constrained and there is an increasing need for operators to be innovative and launch new products and services quickly. The demand for improved service levels combined with a re-focus on core business and pressure to reduce costs, mean that operators are increasingly considering the following outsourcing models:

  • Facilities management, including the outsourcing of the planning, designing, and managing of buildings, equipment and systems: CRM, Billing, Call Centre, payment processing and all third party connections.

A facilities management agreement is a key enabler for companies looking to penetrate new markets. For example banks and retail organisations looking to launch as an MVNO will need the experience, expertise and capacity provided via a facilities management agreement.

  • Service bureaus, including the outsourcing of service functions, such as billing or certain niche services: mobile, fixed line and internet.

  • Build-operate transfer solutions, which involves the initial outsourcing of functions to a vendor, before folding the service back in-house.

  • Joint ventures, which are separate outsourcing initiatives involving both operators and vendors.

Key Drivers
While operators are interested in the strategic outsourcing of non-core activities, there is still concern over the loss of control and lack of confidence in vendors and their ability to carry out functions as effectively as the operators themselves.

Vendors therefore have a responsibility to educate the market in terms of outsourcing benefits, including access to expertise, flexibility of service offerings, operational efficiencies and cost savings.

The telco market in general has entered a period of dramatic change signified by mass-market consolidation. Operators have and continue to buy up bases in order to increase subscriber numbers. A consequence of this is the operator inherits a number of disparate systems. To improve control and efficiencies a key objective for the operator is to migrate these customers to one central base. Capacity and skill set make this a much harder objective to achieve and migrations are a prime area where a outsourcing partner help achieve this objective quickly and with limited time and resource requirement from the operator.

Expertise
When outsourcing services, operators must be convinced that they have got access to experience and expertise from companies they can trust. It is vital that operators are confident that their customers are being managed by a team of people who know the operator business, understand the challenges and know how to ensure the organisation meets its business objectives.

Flexibility
Outsourcing is ideal for operators who are struggling to gain the freedom they need to be innovative and competitive when packaging communication service and tariffs. However, it is important that flexibility is built into outsourcing partnerships to suit operators' current needs and future requirements.

Efficiency
Outsourcing has the potential to free up time for companies to concentrate on core business and developing its future. Companies may also reap the rewards of additional efficiencies, such as a streamlining and standardisation of procedures and business rationalisation, all of which can bring tangible savings.

No Compromise Necessary
Success in outsourcing is about long-term partnership. By understanding how to meet a customers' specific needs, both now and in the future and applying the right mix of people, processes and technology.

Quality outsourcing partnerships allow operators to focus their attention on developing their business, secure in the knowledge that the back office is taken care of and that their customers will get a quality service based on the highest industry standards.

In this challenging climate, with increased focus on the bottom line, it is essential for operators to improve the cost effectiveness of their service offerings. At the same time there can be no compromise on the level of service their customers receive if they are to remain competitive and develop in their market.


About MDS Global:
Company LogoMartin Dawes Systems specializes in delivering advanced billing, customer management and data analytics solutions to the convergent communications market. We consistently deliver complex projects on time and to budget. Combining process innovation with robust and proven systems, Martin Dawes Systems offers attractive propositions that help build customer loyalty, improve efficiency and increase. Headquartered in the UK, we have offices in North America, Europe and Asia-Pacific from which we support customers, including Vodafone and BT, internationally.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Friday, May 28, 2004

Printer Friendly Version Printer friendly version

About us - in 60 seconds!

Join Our Team

Industry Champion Award Leaderboard

Most active award (top 10) entrants in the past 48 hours! - Vote for Others / About Program
Submit Event

Upcoming Events

The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
 31783 
Showing 1 - 1 of 3 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =