Communications and Customer Service

In the area of call centers end-user-experience is deemed to be of lower quality when a service is outsourced. This is exacerbated when outsourcing is combined with offshoring to regions where the first language and culture are different. Foreign call center agents may speak with different linguistic features such as accents, word use and phraseology, which may impede comprehension. The visual cues that are missing in a telephone call may lead to misunderstandings and difficulties.

Security

Before outsourcing, an organization is responsible for the actions of their entire staff, sometimes a substantial liability. When these same people are transferred to an outsourcer, they may not even change desks. But their legal status changes. They are no longer directly employed by (and responsible to) the organization. This creates legal, security and compliance issues that are often addressed through the contract between the client and the suppliers.

Insourcing

Outsourcing has gone through many iterations and reinventions. Some outsourcing contracts have been partially or fully reversed, citing an inability to execute strategy, lost transparency & control, onerous contractual models, a lack of competition, recurring costs, hidden costs, and so on. Many companies are now moving to more tailored models where along with outsource vendor diversification, key parts of what was previously outsourced has been insourced. Insourcing has been identified as a means to ensure control, compliance and to gain competitive differentiation through vertical integration or the development of shared services. Insourcing at some level also tends to be leveraged to enable organizations to undergo significant transformational change.

Industrial Policy

According to leading economist Greg Mankiw, the labour market functions under the same forces as the market of goods, with the underlying implication that the greater the number of tasks available to being moved, the better for efficiency under the gains from trade. With technological progress, more tasks can be offshored at different stages of the overall corporate process.

Business Alignment

• Driving Operational Efficiency of IT infra
  Contribute to driving down operational costs & TCO while maintaining reliability, flexibility and quality of service.
• Securing Networks, Data & Applications – Physical Security & Perimeter Defence
  We collaborate with our clients to minimize their Risks through cost effective Security Solutions & help manage Threats & Incidents.
• Protecting the Core
  Through robust Info Security Policy, Continuous compliance & Prudent Risk Management, we maximize the value of Information Assets within our client organization whilst minimizing cost of creating, sharing and storing info.
• Improving Employee Productivity
  Through our Resource Augmentation (RE/FMS) & Training Services, we support our clients in Improving Employee utilization / productivity.
• Improving Communications – Internal & External
  Through Voice & Unified Communication solutions, contribute towards developing & improving communication channels towards delivering lasting client relationships with lowered costs.

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