Everest Group
SEPTEMBER 12, 2024
In today’s competitive business landscape, maximizing value in outsourced services is crucial for buyers to achieve savings objectives and maintain a competitive edge. This clause specifies the terms and conditions for benchmarking service fees to ensure they remain competitive with market rates.
Everest Group
OCTOBER 26, 2021
Businesses relied on Cost-of-Living-Adjustment (COLA) clauses in contracts for many years. In allowing adjustments when costs went up, COLA clauses served companies well for quite a while in contracts for third-party services. I first saw it used in 1984. But that’s no longer the case. Read more on my blog on Forbes.
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Everest Group
MAY 9, 2024
The revolutionary integration of digital CX solutions is significantly transforming customer experience service delivery. While benchmarks like Average Handling Time (AHT), First Call Resolution (FCR), and other Service Level Agreements (SLAs) have been integral, the current era demands a recalibration.
Premier BPO
JULY 16, 2021
Outsourcing Financial services is the process of moving certain Finance & Accounting functions within an organization to a specialized third-party vendor. The global Financial services outsourcing market size was estimated at $130 Billion in 2021 and is projected to grow at a rate of 7.5% Fortunly ). Cost-Efficiency.
Everest Group
FEBRUARY 24, 2023
It is no secret that when buyers evaluate proposals for IT and BPO work in a managed services model, they consider various criteria such as provider capabilities, cultural alignment, pricing, etc. Example 2 : A leading BPO service provider was in the middle of its managed BPO services contract with a large UK-based client.
Everest Group
FEBRUARY 9, 2022
With over $35 billion in software managed services contract value due for renewal in 2 years, IT firms may sweat over cost-of-living-adjustment clause. Prateek Gupta , Practice Director, Everest Group, says there was a decline in contracts with the COLA clause between 2018 and 2020 because of buyers’ pressure back then.
Future of Sourcing
MAY 31, 2023
It’s a not-so-subtle shift in emphasis from procuring goods to procuring services. When your refrigerator needs replacing, you pay for delivery and installation services for the new one, and pay to have the old one carted away. And don’t get me started about all the services available when you buy a car.
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