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Outsource magazine: thought-leadership and outsourcing strategy | November 23, 2014

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Parseq acquisition generates 150 new roles in Sunderland

November 10, 2014 |

Parseq has moved a step closer to its £100m turnover goal with the creation of 150 new customer service roles in Sunderland following the acquisition of 2Touch in the City in May this year.

The expansion by the leading … Read More

EMEA outsourcing activity on track to round out 2014 strongly

November 10, 2014 |

The outlook remains positive for the outsourcing industry, according to the latest figures from the EMEA ISG Outsourcing Index. Based on the data and our own insights, the market has been performing strongly through the first three quarters. In addition, … Read More

The Whitehall Effect: how Whitehall became the enemy of great public services and what we can do about it

November 6, 2014 |

The following is an edited extract from Chapter 5 of The Whitehall Effect: how Whitehall became the enemy of great public services and what we can do about it by John Seddon, recently published by Triarchy Press.

It was Gordon … Read More

BPO in UK Central Government Sector: “Vendor Beware”

November 3, 2014 |

Plenty has been written about the shortcomings of large IT outsourcing contracts and complex IT projects in the UK central government sector. Many have ended up costing way beyond initial budgets, and/or have taken years longer than envisaged, or indeed … Read More

Bring Your Own Challenges

November 3, 2014 |

From reliable surveys and less dependable anecdotes in most major markets, including the UK and the US, opinions point to the almost inevitable expansion of BYOD – Bring Your Own Device – as a cost-saving model for employers. Mobile device … Read More

Financial support rules change in the EU

October 27, 2014 |

With high inflation, high attrition, data security issues and challenges around levels of customer service, European companies are increasingly wanting their back and middle office operations onshore in Europe. The decision of where to put the operation is complex and … Read More

Sitel creates more than 300 jobs in Coventry

October 6, 2014 |

6th October, Coventry, Warwickshire: Sitel, one of the world’s leading outsourcing providers of customer experience management, today unveiled plans to open a new site in Coventry to add to its nationwide network of contact centres.

The new contact … Read More

NBA Q&A: Martin Rantle, Palletline

September 22, 2014 |

Martin Rantle is Sales & Marketing Director for Palletline. His organisation has been chosen as a finalist in the BlackBerry Business Enabler of the Year category at the 2014 National Business Awards; as part of Outsource‘s partnership with the NBAs, … Read More

Parseq expands contact centre operations with the addition of Pure

September 8, 2014 |

Leading business process outsourcer Parseq has acquired Brighton-based charity contact centre Pure as part of its strategy to reach £100m turnover in the next three years.

Pure boasts an impressive charity-based client list including Save the Children, Unicef and … Read More

The failure of a service

September 3, 2014 |

Summer 2014 has seen the spectacular failure of a number of services. Some important lessons have been drawn from these. What are they and how should they affect services and the way they are run?

We all make mistakes. One … Read More