In an endeavour to deal with general wage increases and rising healthcare costs, and find a more efficient way to handle secondary functions, AGL Resources, a US Utility Company ranked among Fortune's 10 best managed utilities, outsourced about 66% of its call centre operations. The company did its research and identified potential companies to which it could outsource. A team of executives visited the candidates, narrowed the list down and made the decision on India as a location due to a more ...

BPIR Categories

2.4.2 Create and implement outsourcing strategy
6.2.1 Select suppliers/outsourced contractors
15.1.1 Strategy success measures & performance indexes

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