Typically, Shared Services Center (SSCs) automation initiatives have been undertaken to reduce costs and improve efficiency.
These goals are achieved relatively easily within the first few years, most immediately through reduced labor costs and centralized activities.
In fact, standardization and centralization deliver up to 50% savings. During subsequent phases, technology automation and outsourcing cut costs further. But, if cost reduction is the only clearly defined goal, organizations will reach a point of diminishing returns.
Bell Canada began an initiative to provide desktop solutions at reduced costs. With 8,000 call center agents, Bell Canada faced hardware attrition and rising costs. Streamlining systems, facilitating outsourcing and increasing capabilities to telecommute would reduce costs while improving service. This would require creating customized workstations for users. Bell Canada approached VMware Partner CGI Group Inc., which provides end-to-end IT and business process services, for a solution.
Published By: Echopass
Published Date: Sep 07, 2007
Not all companies that have adopted multi-sourcing have realized the expected levels of savings. A single over-arching problem is often the cause when multi-sourcing delivers disappointing results in service and/or savings.
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