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.
Convergys Corporation was a corporation based in Cincinnati, Ohio, that sold customer management and information management products, primarily to large corporations. Customer management products included agent assisted, self-service and care software tailored to the communications, financial services, technology, retail, healthcare and government markets. Information management provided convergent billing and business support system (BSS) products and services including revenue management, product and order management, and customer care management to telecom, utilities, and cable/satellite/broadband service providers. They had approximately 130,000 employees across 33 countries.
Business process outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of a specific business process to a third-party service provider. Originally, this was associated with manufacturing firms, such as Coca-Cola that outsourced large segments of its supply chain.
Knowledge process outsourcing (KPO) describes the outsourcing of core information-related business activities which are competitively important or form an integral part of a company's value chain. KPO requires advanced analytical and technical skills as well as a high degree of specialist expertise.
One of the most dynamic and fastest growing sectors in the Philippines is the information technology–business process outsourcing (IT-BPO) industry. The industry is composed of eight sub-sectors, namely, knowledge process outsourcing and back offices, animation, call centers, software development, game development, engineering design, and medical transcription. The IT-BPO industry plays a major role in the country's growth and development.
Call centers began in the Philippines as providers of email response and managing services then broadened to industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, online business-to-customer support, and online business-to-business support. The call center industry is one of the fastest growing in the country.
Genpact is an Indian professional services firm legally domiciled in Bermuda with its headquarters in New York City, New York. The company currently employs more than 100,000 people and provides services to clients in over 30 countries worldwide. Genpact is listed on the NYSE and generated revenues of US$3.71 billion in 2021.
On-demand outsourcing is a trend in outsourcing wherein major internal operations processes of a company are being shifted to a provider that is paid for by the number of transactions involved. The business transferring the services pays for the quality, special skills and the competence of the service provider's employees. There has been an expansion of the outsourcing concept to include on-demand outsourcing. This refers to the process undertaken by business managers to adopt an outsourcing policy that ensures that the specific business and supplies including technical manpower are accessed as the need arises. It focuses a business strategy to improve its goods and services and to drive a business towards quality improvement.
EXL Service is a global analytics and digital solutions company serving industries including insurance, healthcare, banking and financial services, media, retail, and others. The company is headquartered in New York and has more than 40,000 professionals in locations throughout the United States, Europe, Asia, Latin America, Australia and South Africa.
Sykes Enterprises, Inc. was an American multinational business process outsourcing provider headquartered in Tampa, Florida. The company provided business process outsourcing (BPO) services, IT consulting, and IT-enabled services, such as technical support and customer service.
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.
eTelecare Global Solutions, Inc (PSE:ETEL), was a provider of complex business process outsourcing (BPO).
SupportSave Solutions, Inc. is a US-based offshore business process outsourcing (BPO) company that provides customer relationship management services, transcription and captioning, and back office support. The company serves clients in a variety of industries such as travel and hospitality, financial services, technology, telecommunications, consumer products, healthcare and insurance, entertainment and education, and law enforcement.
Firstsource Solutions Limited is an Indian business process management company headquartered in Mumbai, India. It is owned by RP-Sanjiv Goenka Group.
Minacs was a Canadian business and technology outsourcing company, headquartered in Oshawa, Ontario. The company provided outsourced customer life cycle, marketing, finance and accounting, procurement, and information technology services.
CSG is a multinational corporation headquartered in Greenwood Village, Colorado. It provides business support systems (BSS) software and services, primarily to the telecommunications industry.
Atento is a global provider of customer relationship management (CRM) and business-process outsourcing (BPO) services, including customer care, sales, collections, back office and technical support. Atento was the largest provider in Latin America, and among the top five providers globally, based on revenues in 2015. The Company tops the Latin American market with 17.3% market share at the regional level according to Frost & Sullivan. Atento's CEO Carlos López-Abadía, formerly of DXC Technology, was appointed in 2019, replacing Alejandro Reynal.
Acquire Business Process Outsourcing is a global business process outsourcing firm that specializes in back office support, customer acquisition, customer service, technical support, lead generation and software development.
Avaloq is a Swiss company that develops and provides the Avaloq Banking Suite software for core banking.
Grupo Vimenca is a privately held group of financial services companies in Dominican Republic with headquarter in Santo Domingo. It was established in 1950 by President and Founder of the group Victor Méndez Capellán. This family-owned company that began as a small business with one employee, today offers consumers global money transfer services through Western Union, in addition to banking, mortgage, business- to-business call center services, international holders and parcel services and multiply payments services.
