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Glossary

List of Call Centre Terminologies

What is Outsourcing?

The process of hiring a third party to do tasks or provide services on a contract or ongoing basis is called outsourcing. In an outsourcing arrangement with a technology provider, IT operations can encompass a wide range of activities, such as software development, network services, disaster recovery, and quality assurance testing, as well as specified, distinct components.

Outsourcing services to a nearby country or within the same time zone can be done onshore, offshore, or nearshore by businesses. Internal business barriers provide the setting for onshore outsourcing. Over the years, offshore and nearshore outsourcing have mostly aimed to reduce costs.

Outsourcing of Services

One business process function that may be leased out is payroll outsourcing, often known as business process outsourcing. There are two categories into which business process outsourcing (BPO) may be divided: Back-Office BPO (which oversees internal corporate operations like purchasing or billing) and Front-Office BPO (which deals with services aimed at customers, such as marketing and tech support).

The two main types of IT outsourcing, sometimes referred to as business process outsourcing, are applications and infrastructure. Infrastructure outsourcing includes, among other things, managed security operations, network services, data center outsourcing, and service desk experience. Developing new applications, keeping up with outdated systems, offering testing and quality assurance services, and managing and implementing packaged software are all included in application outsourcing.

But now, agreements with platforms, infrastructure, and software as service providers can also be included in IT outsourcing. These cloud services are being offered quickly by industrial companies that offer technology-enabled services, worldwide and specialized software vendors, and traditional outsourcing providers.

Kinds of Outsourcing

It is possible to outsource different business activities in different ways, and the effectiveness of each option will vary based on the specific process. A relationship's connection type may depend on how far apart the two partners are from one another. To name a few, they are:

1. Onshoring: 

Moving services or labor within the same country to a less expensive region.

2. Offshoring:

Moving work or services to foreign third-party providers.

3. Nearshoring:

Moving services or labor to nearby, usually bordering countries and territories.

Moreover, there may be wide variations in the scope of outsourcing contracts. For certain activities like programming or content creation, hiring freelancers on a project-by-project basis could be better. For a company to outsource its whole IT department, a long-term partnership meeting specific requirements is required.

How is outsourcing carried out?

To effectively outsource tasks, a company has to concentrate on both the logistics and the commercial partnership. Outsourcing is about managing relationships rather than service-level agreements; it is a collaborative effort rather than a purchasing activity. In outsourcing operations, keeping and securing a reliable link is more important than forming alliances and service standards.

The exit clause in the service contract is something that some experts suggest stressing. It is important for businesses to ascertain the precise expiration date of the contractual agreement and to ensure that all parties fulfill their obligations until the contract's expiration.


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