Offshore BPO Success Factors and Strategies

1
Offshore BPO Success Factors and Strategies
Moderator Ron Muns, CEO HDI (and ITIM
Association) Panelist Rajiv Pant, VP for US
East, Wipro Technologies Ossama Nazmi, Sales and
Marketing Director, Xceed Contact Center Amal
AbouGabal, International Business Development
Manager, ITIDA Egypt
October 17-18, 2006
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Globalization

• Huge opportunity
• This is the shifting of support delivery,
  support product development, and support thought
  leadership around the globe.
• Irreversible trend
• Fundamental business shift
• Free markets demand it
• New infrastructure screams just do it!
• Ron Muns, HDI 2005

3
Globalization - Impact

• A safer world
• Equalization of salaries (very long term)
• Disruptions to workforce
• Enabled by cheap communications, workflow and
  collaboration technologies
• Money ideas flow quickly around the world

4
What to Send Offshore?

• Existing Model- Less strategic
• BPO Cost savings
• BPO Quality improvements
• Evolving Model Global sourcing

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Sourcing Options in a Global Delivery Model

• Outsource
• ESP-GDM
• Offshore
• Nearshore

• Outsource
• Onsite
• Onshore

External
Source of Resources

• Insource
• Internal ITShared Services
• Onsite
• Onshore

• Insource
• Internal GDM
• "Captive Center
• Offshore
• Nearshore

Internal
Nondomestic
Domestic
Location ofResources
With permission www.compucom.com
6
Risk of Transferring Work Offshore

• Geo Political
• Infrastructure
• Legal
• Intellectual property
• Privacy rights
• Exchange rates
• Customer backlash
• Overhead costs exceeding savings
• Impact on customers of poor execution

7
Panelist

• Brief introductions
• Criteria for selection
• Country/company strengths
• Keys to long term relationship