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A call centre or call center is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information enquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension to call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email.
Outsourcing is an agreement in which one company hires another company to be responsible for a planned or existing activity which otherwise is or could be carried out internally, i.e. in-house, and sometimes involves transferring employees and assets from one firm to another. The term outsourcing, which came from the phrase outside resourcing, originated no later than 1981. The concept, which The Economist says has "made its presence felt since the time of the Second World War", often involves the contracting out of a business process, operational, and/or non-core functions, such as manufacturing, facility management, call center/call center support.
Shared services is the provision of a service by one part of an organization or group, where that service had previously been found, in more than one part of the organization or group. Thus the funding and resourcing of the service is shared and the providing department effectively becomes an internal service provider. The key here is the idea of 'sharing' within an organization or group. This sharing needs to fundamentally include shared accountability of results by the unit from where the work is migrated to the provider. The provider, on the other hand, needs to ensure that the agreed results are delivered based on defined measures.
NCO Group, Inc., based in Horsham, Pennsylvania, United States, is a business process outsourcing company and collection agency that provides accounts receivable management, customer relationship management and back office solutions for its clients. Founded in 1926, it was a publicly traded company from 1996 through 2006, when it was purchased by One Equity Partners (OEP), the private investment arm of JP Morgan Chase & Co., and other co-investors.
IQVIA, formerly Quintiles and IMS Health, Inc., is an American Fortune 500 and S&P 500 multinational company serving the combined industries of health information technology and clinical research. IQVIA is a provider of biopharmaceutical development, professional consulting and commercial outsourcing services, focused primarily on Phase I-IV clinical trials and associated laboratory and analytical services, including investment strategy and management consulting services. It has a network of more than 88,000 employees in more than 100 countries and a market capitalization of US$49 billion as of August 2021. As of 2023, IQVIA was reported to be one of the world's largest contract research organizations (CRO).
Keane was a Boston-based Information Technology services unit of NTT DATA, itself a subsidiary of the Japanese national phone company, NTT Group. It offered Application Services, as well as Infrastructure and Business Process Outsourcing solutions delivered through onsite, nearshore, and offshore resources.
Mouchel Group, originally known as L. G. Mouchel & Partners Ltd, was an infrastructure and business services company headquartered in Woking, United Kingdom. It provided advisory, design, project delivery and managed services associated with infrastructure and business services across the highways and transportation, local government, emergency services, property, health, education and utility markets across the world.
WNS (Holdings) Limited is a global business process management company headquartered in Mumbai, India. The company has expanded to 60 delivery centers worldwide.
CDS Global, Inc. is a multinational corporation based in Des Moines, Iowa, that provides business process outsourcing and customer data management to various industries worldwide.
HOV Services is a publicly quoted business process outsourcing company that operates in North America with multiple locations in the U.S., and international headquarters in Chennai, India.
Exigen Services recently merged and renamed to Emergn. Insurance Software production under Exigen Insurance Solutions has separated and was renamed to EIS.
Access MicrOpay is a supplier of integrated payroll and Human Capital Management people management software and services to Australian and New Zealand businesses.
Electronic Data Systems (EDS) was an American multinational information technology equipment and services company headquartered in Plano, Texas, which was founded in 1962 by Ross Perot. The company was a subsidiary of General Motors from 1984 until it was spun off in 1996. EDS was acquired by Hewlett-Packard in 2008.
CaseStack is an American company that provides supply chain management (SCM) services, including warehousing, transportation, and supply chain management software (SCMS) to consumer packaged goods companies (CPGs). It uses a proprietary software as a service platform for its collaborative retailer consolidation programs. CaseStack has been recognized in Food Logistics' Top 85 3PL Providers, Global Logistics & Supply Chain Strategies 100 Great Supply Chain Partners and Inbound Logistics' Top 100 3PL Providers.
Amritt Ventures is a global management consulting firm based in the Los Angeles area. The stated purpose of the company is to aid North American and European firms in becoming familiar with routine Asian business practices, specifically in marketing their products to India and China, both of which are BRIC countries. Amritt has recently been ranked as one of the Top 10 Consulting Companies of India. Their executives have contributed to various financial magazines, including BusinessWeek and advised both US companies and the US president on doing business with India. Notable clients of Amritt include Kraft Foods, Johnson & Johnson, the British company Reckitt Benckiser, and the French media conglomerate Vivendi.
Eagle Investment Systems is an American global provider of financial services technology and a subsidiary of BNY Mellon. Founded in 1989 and based in Wellesley, Massachusetts, Eagle has 15 offices internationally, including offices in Beijing, Chennai, Dubai, London, Montreal, New York City, Pune, San Francisco, Singapore, Sydney and Toronto.
Endava PLC is a British public-listed software development company, founded in 2000 in London, United Kingdom. It provides digital transformation consulting, agile software development services and various automation solutions.
Pythian Services Inc., commonly known as Pythian, is an American and Canadian multinational corporation that provides data and cloud-related services. Pythian Services provides services for Oracle, SQL Server, MySQL, Hadoop, Cassandra and other databases and their supporting infrastructure. It also provides transformation services that include cloud migration services, cloud managed services and analytics data platform design and management products and services. Pythian has partnerships with major public cloud vendors including Amazon, Google and Microsoft.
HTC Global Services, established in 1990 and headquartered in Troy, Michigan is a provider of information technology and business process services.
SourceHOV LLC is an American technology-enabled business services company headquartered in Dallas, Texas. It provides enterprise information management and transaction processing services in the BPO industry. In February 2017, Novitex Enterprise Solutions, SourceHOV and Quinpario Acquisition Corp. 2 announced that they will merge to create Exela Technologies, a solutions provider for financial technology and business services.
References
- ↑ The 2007 Global Outsourcing 100 Archived 2007-03-10 at the Wayback Machine
- ↑ LASON Awarded Placement On Global Services 100 Archived 2007-02-25 at the Wayback Machine