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SSPA Report Outlines New Opportunities for Outsourcing(San Diego, CA November 21, 2002) - The Service & Support Professionals Association (SSPA), the leading industry Association for IT support professionals, today announced that SSPA Research has released a comprehensive report outlining new possibilities for service and support centers to consider the option of outsourcing. The report- New Opportunities for Outsourcing, A Cost-Benefit Perspective, is the third in a series of comprehensive reports by SSPA Research that will examine all areas of the customer service delivery process and, provide solutions for industry service and support executives to apply in their own customer service operations.“This report explores state of outsourcing today and offers guidelines for revaluating the business potential of outsourcing,” said Bill Rose, SSPA Founder/CEO. “Outsourcing will not be right for everyone but, SSPA believes it is time for to take another look at outsourcing.” Outsourcing is a well established institution that has not achieved its full potential. Outsourcing has evolved as a cost effective alternative for meeting service demand but is not universally recognized as a strategic imperative for achieving service excellence. Year-to-year SSPA Research has been tracking the state of outsourcing. SSPA’s most recent research suggests that the use of outsourcing has remained relatively constant with less than a quarter (23.1 percent) of service organizations currently outsourcing part of their service operations. The majority (85.7 percent) outsource less than a quarter of their total service volume. The basis of the outsourcing relationship is most often measured in terms of cost per call, profit margins, and customer satisfaction. As long as all parties can agree on acceptable financial terms while meeting reasonable service levels then the relationship makes business sense. “The full business potential of outsourcing is yet to be realized,” said Tom Sweeny, SSPA Director of Research. “This report explores state of outsourcing today and offers guidelines for revaluating the business potential of outsourcing.” This report and associated model is an essential planning tool for support managers and executives. Please visit http://www.thesspa.com/programs/research/reports/index.asp to access and order your copy of the report. About SSPA Founded in 1989, the Service & Support Professionals Association (SSPA) was formed to focus on the specific needs of service executives who are responsible for support centers and overall customer relations. Today, the SSPA represents nearly 19,000 service professionals at 2,200 support centers worldwide. These executives look to SSPA to provide insight into the future of support services, a road map of best practices within our industry and access to the best service and support vendors. SSPA has become the center of support providing a reliable and comprehensive resource for news, research, benchmarking, standards and collaboration. SSPA was created for professionals, managers and executives that make their living in the IT support services community. It is not a generic, one-size-fits all website where nobody ever feels like they belong. SSPA is dynamic, interactive, living resource specifically designed for the unique needs of support professionals. This exciting virtual community creates a forum for constant interaction with peers, industry experts, technology vendors and much more. For more information regarding the SSPA and other related divisions, log on to www.thesspa.com or send an email to info@thesspa.com. Editorial Contact: Ron Johnson SSPA 909.244.7002 rjohnson@thesspa.com top of page |
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