Lessons from the Dark Side Avoiding Mistakes in Overseas Outsourcing

Krebsbach, Karen
May 2004
Bank Technology News;May2004, Vol. 17 Issue 5, p30
Trade Publication
Reports on the amount spent by U.S. financial institutions on information technology offshore outsourcing in 2003. Financial services' offshore of call centers, software design, telemarketing, information technology maintenance and accounting services; Capital One's cancellation of its telemarketing contract with India-based Wiper Spectra; Need for banks to keep cost-savings expectations low.


Related Articles

  • Capital One Cuts Some Ties to Indian Firm.  // American Banker;3/26/2004, Vol. 169 Issue 59, p20 

    Informs that Capital One Financial Corp. stopped using some outsourcing services of Wipro Spectramind, including its telemarketing service to American customers. Comment of Wipro Chairman Raman Roy, in a phone interview from New Delhi; Connection of the Indian company to Wipro Ltd.; Number of...

  • OUTSOURCING. Heller, Matthew // Workforce Management;Jun2004, Vol. 83 Issue 6, p95 

    Deals with the challenges being faced by U.S. companies with offshore call center partners. Complaints of some customers on Indian call agents; Information on Wipro Spectramind call center in Navi Mumbai, India; Recommendations for U.S. companies with offshore call-canter partners.

  • Answering the Call. Romeo, Jim // HR Magazine;Oct2003, Vol. 48 Issue 10, p80 

    Focuses on the effort of U.S.-based Capital One Financial Corp. to implement an automated system for improving recruiting and retention of call center employees. Incident that led to the effort; Challenges met during the implementation; Outcome of the effort. INSET: Hiring Capital One Call...

  • Outsourced contact centres are not posing a threat to UK industry. Bartman, Jon // Precision Marketing;11/21/2003, Vol. 16 Issue 6, p14 

    Discusses the impact of outsourced contact centers on the local industry in Great Britain. Competition from India call centers; Comparison between overseas and local call centers.

  • Capital One Outsourcing IT Work to IBM. Bergquist, Erick // American Banker;5/27/2005, Vol. 170 Issue 102, p20 

    Reports that Capital One Financial Corp. is cutting 170 information technology jobs at its Virginia data center and outsourcing the work to International Business Machines Corp. (IBM). Number of employees IBM will hire to cover the new duties.

  • IT decisions 'will be made offshore'. Goodwin, Bill // Computer Weekly;9/27/2005, p5 

    This article reports that a trade body for Indian suppliers has predicted that businesses will outsource a growing proportion of their information technology (IT) management decisions to offshore suppliers. The National Association of Software and Service Companies (NASSCOM) said that businesses...

  • Further Reading.  // MarketWatch: Technology;Apr2005, Vol. 4 Issue 4, p51 

    The article presents a list of reports related to the computer software and information technology industry for further reading. These include "CRM in Higher Education," "The Future of Contact Center Outsourcing in India and the Philippines," and "IT's role in the Evolving High-tech...

  • SUBSERVICING: THE RACE GETS INTERESTING.  // National Mortgage News;12/04/2000, Vol. 25 Issue 11, p15 

    Focuses on the outsourcing of financial institutions through subservicing in the United States. Increase of products for loan management needs; Inclusion of call center functions and non-performing loans in outsourcing; Competition among subservicers to acquire clients.

  • Market Snapshot: Offshore outsourcing: US dominates in India.  // MarketWatch: Global Round-up;July 2005, Vol. 4 Issue 7, p191 

    The article presents information on the share of American outsourcing in India. It is reported that Great Britain's percentage share of outsourcing in India has grown markedly in the past 18 months with a number of high-profile financial institutions moving their call center operations into the...


Read the Article


Sorry, but this item is not currently available from your library.

Try another library?
Sign out of this library

Other Topics