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Offshore back office operations : supplying support services to global markets

Author: Dorothy I Riddle; International Trade Centre UNCTAD/WTO.
Publisher: Geneva : ITC, 2000.
Series: Services exporting.
Edition/Format:   Print book : International government publication : EnglishView all editions and formats
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Additional Physical Format: Online version:
Riddle, Dorothy I.
Offshore back office operations.
Geneva : ITC, 2000
(OCoLC)654159329
Material Type: Government publication, International government publication
Document Type: Book
All Authors / Contributors: Dorothy I Riddle; International Trade Centre UNCTAD/WTO.
ISBN: 9291371416 9789291371419
OCLC Number: 46736452
Notes: "ITC/P47.E/PMD/TSU/00-VI"--Title page verso.
Description: ix, 126 pages : illustrations ; 30 cm.
Contents: The Handbook: purpose and target audiences --
The phenomenon of back office operations --
What are 'back office operations'? --
Why the growth in back office operations --
Changes in what is being outsourced --
Changes in the structuring of outsourced activities --
Primary suppliers of back office services --
United States --
European Union --
Australia and New Zealand --
Canada --
The Caribbean --
Asia --
Latin America --
Transitional economies --
Africa and the Middle East --
Types of back office services --
Information processing --
Data entry, capture and repair --
Claims processing --
Technical transcription --
Call centres --
Inbound call centres --
Outbound teleservices --
Technical services --
Administrative support services --
Business process outsourcing --
Back Office Operations as Economic Development --
Analysing back office possibilities --
Why consider back office operations? --
The competitive threats --
What benefits do clients expect? --
Cost savings --
Skilled, motivated workers --
Quality assurance --
Competitive infrastructure --
Accessibility --
Reputation and experience --
Other differentiating factors --
Cultural issues to consider --
The 'go/no go' decision --
Launching back office initiatives --
Creating a mission statement --
Establishing an advisory council --
Determining your competitive positioning --
Analysing your competition --
Selecting your primary competitive edge --
Defining the types of service operations to offer --
Defining the type of ownership structure desired --
Deciding on the type of client to target --
Strengthening local suppliers --
Building national support for back office operations --
Improving your competitiveness --
Understanding what will be expected --
Assessing your cost competitiveness --
Developing a competitive incentive package --
Providing supportive policies and legislation --
Matching your skills to clients' needs --
Training for skills competitiveness --
Competitive infrastructure --
Improving access --
Constructive labour relations --
Issues to address in a national development plan --
How to Succeed as a Supplier --
Marketing your national capabilities --
Developing your Web site --
Influencing the coverage of regional and international Web sites --
Listing your capabilities in appropriate databases --
Getting coverage in appropriate journals --
Becoming known to key intermediaries --
Attending international events --
Sponsoring a regional outsourcing event --
Promoting your capabilities among your expatriates abroad --
Promoting your capabilities among foreign firms in your country --
Educating your trade and investment officers abroad --
Public relations --
Other promotional strategies --
Implementation strategies with foreign investors --
Targeting potential clients --
Getting shortlisted --
Qualifying potential clients --
Arranging site visits --
Negotiating the deal and tracking progress --
Implementation strategies for local suppliers --
Assessing your competitiveness --
Targeting specific clients --
Promoting your capabilities --
Sealing the deal --
Contract start-up --
Tracking and measuring your progress --
Staying competitive --
Ensuring satisfied clients --
Diversifying your client base --
Increasing your value added --
Anticipating competitive trends --
Ensuring political commitment --
National Strategies: Some Examples --
Industrial restructuring in Mauritius --
Low-wage specialized skills in India --
Leveraging a teleport --
Jamaica --
Innovative telecommunications partner --
New Brunswick, Canada --
Increasing value-added --
Barbados --
Regional promotion --
Eastern Caribbean --
Boxes --
Back office services in selected countries/areas --
Sample on-line search words --
Terms related to back office operations --
Examples of types of back office services --
Example of outsourcing customer service --
Primary reasons for outsourcing --
Examples of smaller American communities providing back office services --
Innovations from France Telecom --
Some European call centre activities --
Benchmarking study of national medical transcription --
Example of transcription services --
Resources for call centre management --
Call centre technical terminology --
Fastest-growing teleservice companies --
Top 20 inbound service agencies, 1998 --
Top 20 outbound service agencies, 1998 --
Examples of outsourced technical writing services --
Revolutionizing customer care --
Back office job creation in some countries, 1998 --
Benefits expected from business process outsourcing --
Teleports --
Key factors in client satisfaction with outsourcing --
Assessing cultural variability --
Making the 'go/no go' decision --
Your mission statement --
Ireland's IFSC clearing house group --
Potential advisory council members --
Defining your competition --
Selecting your competitive edge --
Short-listing types of service operations --
Examples of different skills needed --
Different ownership options --
Criteria for client selection --
Percentage of corporate expenditure on outsourcing --
Potential geographic markets --
Guidelines for selecting contracts --
Framework for a back office development plan --
Comparing average hourly wages for call centre agents --
Comparing telecommunications costs --
Sample telecommunications usage levels --
Comparing basic operating costs --
Review of current incentive package --
Sample shift schedules --
Ongoing and possible outsourcing by major international firms, by type of activity --
Expenditure on outsourcing, by function commonly outsourced and as percentage of total expenditure on outsourcing --
Assessing the workforce's basic skills and the training capabilities of training institutions --
Propensity of corporations to outsource non-core business processes --
Assessing your training institutions --
Examples of highlighting training support --
Examples of technology-enhanced commercial space --
Assessing your telecommunications support --
Some strategies for accommodating back office operations --
Telework in perspective --
Issues to be addressed by a charter for back office workers --
Checklist for back office issues in national development plans --
Highlighting back office operations --
Providing comparative data --
Easy access to economic data --
Addressing competitive issues --
Some organizations or sites with searchable databases --
Some ways of getting featured in Internet magazines --
Some intermediary groups --
Examples of organizers and international events --
Sample contact tracking form --
Possible advertising media --
Information on outsourcing award winners --
Competitive factors for getting a country shortlisted as a back office site --
Sources of information for initial site screening --
Checklist for Web site review --
Sample workforce data --
Information for qualifying clients --
Suggested preparatory steps --
Proposed sequence of the site visit --
Topics for the final meeting --
Start-up assistance options --
Your firm's competitive positioning --
Ensuring visibility for back office operations --
Tips on the selection of clients and contracts --
Tips for promoting your back office capabilities on the Internet --
Sample business development form --
Operational objectives of the potential client --
Preparing to meet potential clients --
Sample listing of contractual items --
Defining service levels --
Sample performance measures --
A time-line framework --
Sources of benchmarking information --
Diversification options --
Tracking changes in technology --
Sources of information on telework and telecommuting --
Back office services: number employed and revenue --
Data on the informatics industry --
Ownership of back office operations --
OECS back office operations --
Outsourcing possibilities --
Information processing outsourcing --
Call centre outsourcing --
Technical services outsourcing --
Administrative support and clerical services --
Business process outsourcing --
Clarifying your competitive niche.
Series Title: Services exporting.
Responsibility: [written by Dorothy I. Riddle].

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