Home Vendor submitted release Philippines emerges as top off-shoring destination for Australian firms

Featured IT News

Samsung heir to be indicted on bribery charges

28 February 2017 in Deals

The de facto leader of the Samsung Group, Lee Jae-yong, is to be indicted on charges of bribery, as investigators…

Revenue, profits up for Macquarie Telecom

28 February 2017 in Business Telecommunications

The Macquarie Telecom Group has delivered $6.2 million in net profits for the first half of the 2017 fiscal year…

Boom market ahead for telecoms with 5G-enabled digitalisation

28 February 2017 in Business Telecommunications

The global digitalisation market is set for massive growth over the next 10 years with forecasts it will reach US$1.2…

Telstra to roll out LTE broadcast network

28 February 2017 in Business Telecommunications

Telstra and Ericsson will launch LTE broadcast services in existing Telstra Media services this year, with a national rollout in…

NBN Co reveals suburbs that will get FttDP

28 February 2017 in Telecoms & NBN

The NBN Co, the company building Australia's national broadband network, has revealed that about 700,000 homes will receive NBN services…

Smartphone market picks up slightly in Australia – IDC Q4, 2016

27 February 2017 in Mobility

Following six straight quarters of year-on-year declines, the Australian mobile phone market has returned to growth as it shipped 2.93…

Samsung Electronics tightens 'donations'

27 February 2017 in Listed Tech

All financial donations and CSR funding amounting to more than 1 billion won (approximately $1 million) will require approval from…

Westpac in-branch transaction issues over after eight hours

27 February 2017 in Business Software

Problems with applications used for in-branch transactions at Westpac branches around the country were resolved this evening, a bank spokesperson…

Fox Sports, NEP ink new six-year production deal

27 February 2017 in Deals

Fox Sports has sealed a new six-year deal with outsourced production solutions company NEP Australia which the two companies claim…

Breaking IT News

Singapore aiming for autonomous vehicle leadership

28 February 2017 in Strategy

Singapore could be first with autonomous vehicles, according to a senior researcher.

GoDaddy goes for small business with new website builder

28 February 2017 in Web Hosting

GoDaddy has launched a new “managing-director” proof website builder for the 97% of Australian small business that employ less than…

Moto G5 and G5 Plus – quality smartphones at affordable prices

28 February 2017 in Mobility

The Moto G “heritage” is one of premium features without a premium price tag. The all-new Moto G5 and Moto…

Ecuador runoff vote will decide Assange's fate

28 February 2017 in Government Tech Policy

WikiLeaks publisher Julian Assange will have to wait until a runoff vote in Ecuador on 2 April to know whether…

Optus all-flash with Pure Storage platform

28 February 2017 in Business Telecommunications

Optus has released an All-Flash storage platform from Pure Storage that it says allows Australian organisations to rapidly scale storage…

UK businesses take a week to recover from ransomware

28 February 2017 in Security

A majority of British businesses hit by ransomware were unable to use affected systems for a week or more, causing…

Indian state saves $58m annually by using free software

28 February 2017 in Open Source

The Indian state of Kerala is saving three billion rupees (approximately $58.6 million) each year by using free and open…

Google has 42 billion reasons to love fair use

28 February 2017 in Open Sauce

Google loves fair use. It is this that enabled it to "borrow" 11,000 lines of code from Java, which is…

OPPO ups periscope on zoom cameras

28 February 2017 in Mobility

OPPO, a smartphone company with a strong focus on mobile photography has unveiled at Mobile World Congress 2017, its “5x…

Nimble goes multi-cloud with Nimble Cloud Volumes

28 February 2017 in Storage & Cloud Storage

Nimble Storage is offering cloud storage for AWS and Azure workloads.

Sky and Space nano satellites now have ‘ready for launch’ status

27 February 2017 in Business Telecommunications

Sky and Space Global's "3 Diamonds" nano-satellites have been designated as "ready for launch" by construction partner GomSpace.

Verizon launches new venture Exponent to global market

27 February 2017 in Strategy

Giant US telco Verizon has launched a new global business and technology venture — dubbed Exponent — offering a portfolio of…

Telstra, Ericsson, Fox Innovation Lab launch content delivery solution

27 February 2017 in Mobility

Telstra, Ericsson and The Fox Innovation Lab at 21st Century Fox have unveiled a claimed “revolutionary, first of its kind…

Battle of the (Wikipedia) bots

27 February 2017 in Apps

Well-intentioned programmers have made bots to automate Wikipedia editing. Yet one person's treasure is another person's trash, resulting in bots…

Panasonic launches i-PRO extreme surveillance

27 February 2017 in Security

Panasonic has announced a new range of 2017 cameras and recorders to be powered by its next-generation i-PRO Extreme surveillance…

Sony Xpects more Xperias will sell Xtra well

27 February 2017 in Mobility

Sony has used the Mobile World Congress to launch an Xperia XZ Premium smartphone, two new XA models — the…

Cirrus Networks lifts revenue, profits

27 February 2017 in Listed Tech

IT solutions provider Cirrus Networks significantly lifted revenue to $18.7 million for the first half of the 2017 financial year…

Patton on NBN Co chief's case over latest comments

27 February 2017 in Telecoms & NBN

Internet Australia chief executive Laurie Patton has hit out again at NBN Co chief Bill Morrow for comments on national…

Alcatel’s joy.now promise

27 February 2017 in Mobility

Alcatel has used the Mobile World Congress to launch three new smartphones and a 4G Windows 10 tablet to deliver…

BlackBerry launches its last, but first, new, secure smartphone

27 February 2017 in Mobility

BlackBerry used the Mobile World Congress to launch its last fully BlackBerry designed, secure smartphone with a keyboard. But it…

Access4 offers Broadsoft contact solution in Australian market

27 February 2017 in Resellers

Unified Communication as a Service (UCaaS) provider, Access4, is hosting a deployment of Broadsoft’s newly released contact centre solution, BroadSoft…

Hostplus tips $85 million into Artesian VC

27 February 2017 in Market

The Hostplus industry superannuation fund has invested $85 million in Australian seed stage Venture Capital firm Artesian to bring the…

Why I gave up on Microsoft: a developer's tale

27 February 2017 in Apps

A young Vietnamese developer has decided to give up on Windows Store and the Microsoft app ecosystem after experiencing what…

Samsung announces Galaxy Book, Galaxy Tab S3 and Gear VR with controller

27 February 2017 in Home Tech

Samsung has used the Mobile World Congress to announce two models of its new Windows 10 Galaxy Book, an Android…

Philippines emerges as top off-shoring destination for Australian firmsFinds Australian Contact Centre Outsourcing Market Study 2011, released by Callcentres.net in collaboration with Aegis

While 81% of all outsourcing was undertaken in Australia, 19% was now outsourced to the Philippines and 4% to India. Even Malaysia at 5% had leapt over the top of India, according to the Australian Contact Centre Outsourcing Market Study 2011 released by Callcentres.net in collaboration with Aegis.

The study divides outsourcing into five categories - customer interaction (contact centres), back-office processing, IT, finance and HR.

The Philippines was ahead in all categories - undertaking 20% of customer interaction compared with 13% for India, 33% of back-office processing compared to zero in India, 18% of IT compared to India's 9% and 25% of finance compared with zero in India.

The study showed that Australia is still dominant - undertaking 73% of all customer interaction, 67% of back-office processing, 91% of IT, 75% of finance and 100% of HR. Interestingly, 18% of IT was outsourced to Malaysia and 9% to China.

'As Australian businesses continue to have a strong focus on reducing operational costs there is continued growth in the outsourcing of business and customer related processes. There will also be an increase in the amount of work that will go off-shore. Service work will continue to be outsourced and off-shored to where it is most economically comparatively advantageous to perform. We call this the Services Shift,' Dr Catriona Wallace, Director of callcentres.net and Australia's leading commentator on contact centre outsourcing, said.

'Although only 1 in 5 Australian and New Zealand consumers state that they are happy to speak to an off-shored customer service representative, they may soon have to get used to it,'

Aegis' Australian President and Country Head Denice Pitt said: 'This trend to the Philippines is consistent from what we are seeing in the market.   It is becoming prohibitively expensive for companies to keep all operations in-house because it requires agility, scalability, training and technology that could be better employed elsewhere.

'The ability to provide blended offshore and onshore solutions such as those in the Philippines enables companies to create efficient outsource programs whilst reducing their costs. By leveraging our global resources we are able to offer our clients complex, yet flexible, tailored outsourcing solutions that deliver scope and high value.'

Increase in contact centre seats

The report predicts an increase of 10% in 2011 of seats outsourced by Australian companies. In 2010, 41,500 of 199,500 contact centre seats were outsourced to companies such as Aegis. In 2011 this is expected to rise to 45,600 seats.

The largest outsourcers in 2011 are expected to be in the telecommunications/utilities (20% of the industry total), finance, banking and insurance (19%).

Levels of outsourcing

The report says that the current level of outsourcing by Australian companies is reasonably high with just over 53% outsourcing at least one business function. This was made up of:

· Customer interaction activities (60%)

· Back office application and form processing (44%)

· IT (16%)

· Finance (12%)

· HR (12%)

· Other (12%)

Importantly for companies such as Aegis, 32% of companies surveyed said they intended to outsource at least one function currently undertaken in-house. Back office application and form processing topped the list at 35%, customer interaction activities at 29%, HR at 29% and IT at 24%.

Why do companies outsource?

The report says that outsourcing is not driven totally by cost savings, but it was still the primary driver. And companies expect to save considerably.

6% of companies expected to save 50% of the cost of performing the process in-house, 21% expected to save 40%, 29% expected to save 30% and 26% expected to save 20%.

HOW TO OFFER 4G TO YOUR CUSTOMERS

Download an information pack to learn more about how you can offer competitive 4G plans to your customers.

> everything you need to operate your own 4G telco

> support for you and your customers

> billing, back-end and full compliance.

DOWNLOAD NOW!

HOW TOP MANAGERS MOTIVATE, ENERGISE EMPLOYEES

Download an in-depth guide to managing a healthy, motivated and energetic workforce without breaking the bank.

DOWNLOAD NOW!

 

 

 

 

Connect

Join the iTWire Community and be part of the latest news, invites to exclusive events, whitepapers and educational materials and oppertunities.
Why do I want to receive this daily update?
  • The latest features from iTWire
  • Free whitepaper downloads
  • Industry opportunities