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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,Cases Three and Four: Launch Pads and Landing Strips — Full Circle Navigates Two Newcomers to South period prior to making any long-term investment or commitment with regard to location or specific operating model. For this “Model Office” concept, Full Circle won two industry awards for innovation from BPeSA.

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The Global BPO Market: South Africa in Context, a function, assets, people, or activity to a third party for a specified cost, time, and level of service. As we shall see, there are other ways of using external services, including buying in resources to operate under internal management control.. The global IT outsourcing (ITO) market has increa

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Case One: British Gas Selects WNS South Africa for Call Centre Services,the scope of the services had been expanded twice already.. British Gas selected WNS South Africa (formerly Fusion Outsourcing Services). in December 2011 to handle incoming customer calls. We trace British Gas’s offshoring journey and how it arrived at the destination of Cape Town, South Africa. Li

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,Case Two: From Down Under to Over Yonder — iiNet and Merchants,mer service delivery capabilities in South Africa. iiNet selected South Africa as a destination because it complemented iiNet’s domestic call centers by providing more time-zone coverage. It also found South Africa to have reasonable costs, high cultural affinity, and a motivated workforce. iiNet se

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,Cases Three and Four: Launch Pads and Landing Strips — Full Circle Navigates Two Newcomers to Souths in South Africa. Full Circle, as an independent, then later as part of the Capita group, has served as a “landing strip” for international businesses through its “Model Office.” The Model Office is a facility that allows clients to experience customer service delivery from South Africa for a trial