Titlebook: South Africa’s BPO Service Advantage; Becoming Strategic i Leslie P. Willcocks,Mary C. Lacity,Andrew Craig Book 2015 The Editor(s) (if appl

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书目名称South Africa’s BPO Service Advantage影响因子(影响力)




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书目名称South Africa’s BPO Service Advantage网络公开度




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书目名称South Africa’s BPO Service Advantage读者反馈学科排名

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https://doi.org/10.1057/9781137474056business; business process; outsourcing; performance; research; service; shared services

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In Their Own Words,or to answer questions from their perspective as adviser, analyst, client, or provider. The questions covered are as follows:.From clients we also asked for a brief description of the extent of their off-shoring. From providers we sought a brief description of the major BPO services they offer, and their current status in South Africa.

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Case Five: TalkTalk and CCI Transform a Supplier into a Partner,2 the company earned £1.7 billion in revenue and generated a net profit of £138 million. By 2013 it had over 4 million customers, representing 20% of UK market share. Through its investments in own local telephone exchanges, TalkTalk can reach 95% of the country’s households..

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Lessons and Conclusions,. We illustrate these lessons with examples drawn primarily from the seven case studies in Chapters 5 through 11 of this book.. In Table 12.1 we illustrate only the cases where we found compelling evidence of each lesson/practice successfully applied. Here is a summary, before we look at the lessons in detail.

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The Editor(s) (if applicable) and The Author(s) 2015

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Case One: British Gas Selects WNS South Africa for Call Centre Services,ke all outsourcing arrangements, the positive outcomes of this case resulted from strong client and provider capabilities, good governance, and transparency We begin with a contextual background on British Gas.