The Bulletin

Is the outsourcing sector going down?

Has the fuss over Carillion and a few other profit warning/performance issues set the whole outsourcing industry on a downward trend? We think this might actually be a necessity - click the headline to see our reasoning. Elsewhere we have more territories looking to become default locations of choice, controversies about chatbots and a great deal else. Oh, and we've sorted out the technical glitch that had prevented this bulletin going out regularly as per usual. Normal service will now be resumed and we will send a missive every Friday at 9.00am.

Read More

IT leaders: you need to be transparent over cost

This week cost pressures are on and meanwhile new deals are being signed, new territories are staking their claims and the Carillion fallout rumbled on. Our next update will be on Friday when we'll catch up on our latest dining club event, which focused on right-shoring.

Read More

IMImobile scores KCOM deal

There have been some big deals announced over the last few days. Also BPO is gaining ground as a career choice and the IT community needs to get more businesslike. Meanwhile there are new deals, more fallout from Carillion and we'd like to remind you again about our supplement on Johor, Malaysia, which is available now.

Read More

Jamaicans seeing BPO as first choice

BPO is gaining ground as a career choice and the IT community needs to get more businesslike. Meanwhile there are new deals, more fallout from Carillion and we'd like to remind you again about our supplement on Johor, Malaysia, which is available now. Come to the site at midday for some notes on our dinner event last night with Ember and Sitel!

Read More

Outsourcing is driving growth in financial services

This week was torrid for the outsourcing sector, with Capita posting a warning and adding to controversy over the entire market, although we'd query the direct links being made by some of the papers. Elsewhere reporting suggested outsourcing was going to eradicate jobs in one instance when actually it was going to make a net gain. We can only hope for fairer coverage during the rest of 2018.

Read More

UK to join Davos AI board

2018 is settling in and we have the UK prime minister talking about AI while the security of chatbots is queried; this is tricky when customer experience is going digital. Outsourcing, whatever the papers say, is still increasing and it looks as though the US president is considering the status of H-1B visas carefully. Stay tuned, more over the next week...

Read More

Johor, Malaysia-The emerging hub

Once again this week we'd like to highlight our new report, available here in digital form, on Johor, South Malaysia. If you have any interest in outsourcing to that part of the world it's worth reading. The week has been dominated in the UK by the collapse of Carrilion, but there has been more - we have reports on customer management, Indian IT and of course the small matter of Jamaican outsourcing, which is becoming important. See you in seven days.

Read More

Johor, Malaysia

This week our special report on Johor, South Malaysia, is out and worth a read if you're considering that part of the world as a location. Meanwhile Tata scored a big retail deal, Arvato went further into the public sector's infrastructure and there were possible concerns over the private sector in British healthcare.

Read More

Watch your quality controls

A rogue contact centre employee making threats, a query over the efficacy of RPA - 2018 got off to an odd start in news terms. Most importantly for Intelligent Sourcing, we start the year without our co-founder Nigel Winter, who sadly passed away just before Christmas. A full tribute will appear in the next issue of the magazine.

Read More

Home working schemes for women in India?

As 2017 draws to a close we look at home working in India, growth from Sitel., kitemarks from Microsoft and a good deal else. In the office we also look at packing up until the New Year, spending time with family and friends and taking a break from the world of business until 3 January, when the daily news will be back on the website. This email bulletin won't appear next week but will be in your inbox again for the 5th; in the meantime we hope all our readers, whatever their location and beliefs, will have a decent break over our festive season and we wish you the best 2018 you've ever had.

Read More

Google opens AI centre in China

The year is coming to an end but the industry isn't slowing down - yet. Google is opening a centre in China where it's banned; a more likely alliance is the one mooted between Poland and Ukraine, and forthcoming events include one on customer contacts. Oh, and we've joined the bandwagon and put out our predictions for 2018 - we'd welcome disagreements and brickbats as well as thoughtful looks! The Bulletin will be back for one week before the Christmas break.

Read More

Could you pay a GDPR fine if you had to?

It's almost 2018 and GDPR will be law in May - but what will the implications be? We looked at the issue this week, and we also considered new locations for BPO, awards and of course that nice Mr. Trump popped up again.

Read More

Are Alexa apps the way forward?

This week Intelligent Sourcing has been looking magazine has been looking into whether the screen is strictly necessary in the contact centre (now: yes, later: maybe there will be alternatives). We've had a think about Bulgaria and South Africa. We've been working on the issue - there's been plenty more. See you next week.

Read More

Uni excludes outsourced workers from negotiations

A conundrum this week - if the law says an outsourced workforce is de facto your own workforce, so you have to negotiate directly with them, is there any point in outsourcing? This is something facing London University as we type this update. Also we have an opinion on ROI, another on outsourcing partners and some of the latest news highlights.

Read More

UK public sector outsourcing peaks

Outsourcing in the UK public sector has reached a peak. Elsewhere in the world there are questions over whether president Trump's tax plan will increase offshoring, which he seems to dislike so much, and of course outsourcing contracts are being signed regardless.

Read More

Manila wobble continues?

Yet more comment emerges on the move towards automation as distinct from traditional outsourcing - but is any more really happening than 'reporter notices trend'? Meanwhile there is research happening in robotics, a guest columnist spots an opportunity for home workers and HCL is scoring alliances.

Read More

Robotics isn’t an article of faith

In the latest issue of Intelligent Sourcing we look at the issue of digital-washing - but one of our interviewees for next time around has queried whether it matters all that much. This week we also consider the gig economy and our next issue's theme has set us considering social media.

Read More

America – the outsourcing destination

Outsourcing destinations continue to be in the news with domestic shoring in the US becoming appealing as the impetus to go elsewhere fades - ironically as outsourcing starts to impact economies positively. Also this week we look at the gig economy, robots (of course) and have you seen how much you can earn as an AI expert..?

Read More

Robots can help shared services deliver what the business wants… and it’s not just cost reduction!

The role of robotics continues to come under scrutiny this week as PA Consulting offers us its thoughts. Elsewhere we've checked into the changing status of various territories as outsourcing partner locations - and even wondered whether it matters who's first or second.

Read More

Robotics: an alternative view

This week we looked again at whether jobs really would be threatened by robotics in the BPO arena and found the question more complex than the extreme debaters would have you believe. Also contracts were won, international expansions and growth continued and consumers continued to enjoy being online.

Read More

Going all the way – Beginning, Developing and concluding careers.

The Autumn issue of Intelligent Sourcing is out, and we think it's a good one. We look at sourcing in the context of managing careers, we consider the new trend towards bot-shoring, there are fresh angles on RPA and we consider different angles on using the cloud. Plus our regulars on Brexit, legal column and our

Read More

Dear Jeremy, a robot tax isn’t going to work and here’s why

This week Jeremy Corbyn has provisionally announced a robotics tax, Infosys has moved further into the cloud and Everest has been reminiscing about its predictions a decade ago. All this plus more in our weekly round-up - click through any of these stories.

Read More

Where to store your BOT and other challenges with automation and AI.

William Carson of Teleperformance considers the storage implications and other practicalities around RPA and AI. This week we've also been considering home working and once again we've looked at the successful regions and where they are for outsourcing.

Read More

Hurricane Irma brings out the best

This was the week of Hurricane Irma, which brought out the best in the contact centre industry as people manned phones and computers to help, without any thought of payment or recognition. We're pleased to recognise the efforts of the sourcing industries alongside those of everyone else who helped, and wish all of our readers in Florida who have been affected every success in getting their lives back on track.

Read More

Malaysia: the offer

Intelligent Sourcing's editor has spent most of the week in Malaysia, specifically in Johor, a location in the south close to Singapore which offers a great opportunity for investors and partners. There will be more on this anon - and also this week we look at various news bits and one of our academic contacts has been looking into China.

Read More

Blockchain offers logistics solution

September at last, and the news is about to get chunkier (see the Intelligent Sourcing website at midday for something on Indian GDP figures) - but overall the end of August offered a mixed bag of news. We looked at Blockchain, Webhelp won an award or four and we took a look around what the VC-suite actually prioritises. In this bulletin we also repeat a couple of older stories, one on the status of Symphony Ventures which had a fillip last month and the other a preview of our interview with SSCL, which will be published in our issue due out later this month.

Read More

US outsourcing moves to Midwest

Thought outsourcing was something that took jobs away from the USA? Think again as we examine how the Midwest is becoming a sourcing territory in its own right. This week we also look at the Philippines

Read More

Nordic Shared Services Landscape 2017 Report

Intelligent Sourcing is always interested in how different regions are faring in (for example) shared services - here is a report we've highlighted on the Nordics. Elsewhere the US and Canada are seeing increases and both Australia and Sweden are tightening their rules.

Read More

Aegis Expands Presence in Malaysia

This week Aegis has expanded in Malaysia, Hexaware has done well in a report from Whitelane and a number of other companies have done well from acquisitions and investments. See you in a week!

Read More

Offshoring tax: the Democrats weigh in

This week the tide started to turn in American politics as the Democrats weighed in on offshoring as well as the president. Today\\\'s news about the grand jury may be bad news for Trump but if the Dems are starting to follow his agenda you could argue that whatever happens now, he\\\'s made a difference.

Read More

Trump called on to allow more, not less H-1B

It\\\'s only the week after president Trump\\\'s concerted promotion to buy American and already the pressure is on for him to allow more, not fewer, people into the country on H-1B. Elsewhere this week it\\\'s a good time for Scottish contact centres but not so great if you\\\'re outsourcing airline work in America.

Read More

Global data analytics outsourcing market to grow dramatically

Read More

“Sitel: enhance your people”

Watch this video as our editor interviews Sitel about the people side of an evolving contact centre industry. How do we make the most of a company\\\'s greatest asset, its personnel, when the move appears to be to robotics?

Read More

Who is the chair of IAOP’s European Outsourcing Council?

The International Association of Outsourcing Professionals has a new European Outsourcing Council. Intelligent Sourcing magazine is represented on it but never mind us - in this interview we find out a bit about the chair, Marko Kovacevic, and his company Trizma.

Read More

Questions to the South African DTI

This week Intelligent Sourcing has been to South Africa. We headed to the parliament building (pictured) and found out about investment opportunities from the DTI.

Read More

Jamaica gains raft of BPO jobs

The BPO market continues to expand regardless of automation. The Jamaican government is preparing for an influx of jobs as a result, but how realistic is this aim?

Read More

COCCO launches first event and it was a corker

The initial Conference for Outsourcing Contact Centre Operations (COCCO, hosted by Intelligent Sourcing and the UK Contact Centre Association and held at Verizon\\\'s premises in Reading) has taken place and if we say so ourselves it went pretty well. Read our initial report here.

Read More

To Top