when onshore bpo makes sense

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Keeping Business Processes in

When Onshore BPO Makes Sense

Nov. 27, 2012

Sponsored by: DATAMARK, Inc.

Produced and Presented by: The Outsourcing Institute


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The Outsourcing Institute

Located at outsourcing.com Over 70,000 Members Globally

Trends, Best Practices, Case Studies

Training Through OI University

Outsourcing RFP Builder Software and Related Tools

u sourc ng o s ppor un es an ecru ng erv ces roug nc.

Local, Intimate and Interactive Outsourcing Road Show New York, Houston, Columbus, OH, Mexico City

New RPO Video Channel

Sponsorship and New Business Development Opportunities & Programs

For more information contact us at:

[email protected] or 516-279-6850 ext. 712


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Outsourcing Institute Fall RoadShow: Outsourcing Governance andRelationship ManagementDecember 5, 2012 in NYC

Join over 80 senior outsourcing executives within both theITO and BPO space to generate leads, relationships andexposure for your brand and message.

Our Fall show will include panels and discussion on thefollowing topics:ITO Trends & Best Practices

Sales Readiness 2013: WhatOutsourcing Service Providers Need to

Succeed in the New YearDecember 6, 2012 in NYC

January 29, 2013 in London, EnglandJanuary 30, 2013 in Dallas, TexasJanuary 31, 2013 in Atlanta, GeorgiaThe Outsourcing Institutes Service Provider Summit Series isyour ticket to more sales and stronger ROI. Each event in the

Onshoring and Rural Sourcing

The True Power of BPO and How it Can Work for YouAlternatives to India - All Key Alternative DestinationsT5 Panel (Tech Related Trends All Executives Must be onTop of)Opportunities in Latin AmericaInnovation-Cost Save is Table Stakes -Why Settle-Innovation can be Game Changer you are Seeking

The Keys to Winning Relationships Cross Fire panel

CIOs, CTOs and Tech Sourcing Execs in Banking, Financial Services & Insurance to Explore "T-5": Sourcing, CloudComputing, Big Data, Mobility, Security & Compliance - also known as "T-5", or the five critical technology-related trendscreating both opportunities and risk for banking, financial services and insurance organizations - will be explored at the Wall

Street Tech Conference & Exhibition.

To learn more and register for events visit www.outsourcing.com/events

Wall Street Tech ConferenceMarch 13, 2013 in NYC

, .

time-tested strategies. Leave with hit-the-ground-runningpractices proven to propel your sales to the next level.

Youll discover- What you need to know- Who you need to know- What you need to do- How you need to do it

- Where you need to be to transform your top line and bottom line in 2013 andbeyond.


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Todays Speakers

Moderator

Frank CasaleCEOOutsourcing Institute

Bill RandagPresident

DATAMARK, Inc.

Paul PintoManaging PartnerSylvan Advisory

Tony MatayaManaging Partner

ThinkSolutions, Inc.


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Topics

Onshoring: Whats in a Name?

Whats Driving Onshoring?

The scales are beginning to rebalance as globalconditions evolve.-TD Economics, Oct. 2012

BPO Onshoring Considerations

DATAMARK Onshore BPO Discussion

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Onshoring: Whats in a Name?

Onshoring

Many executives still confuse outsourcing with offshoring theysee the two processes as inseparable. Deloitte 2012 survey

Inshoring

Domestic Sourcing

Ruralsourcing

Ruralshoring

Insourcing

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Whats Driving Onshoring?

Growth of Asian and Other Economies = Higher Wages

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U.S. Productivity Continues to Improve

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Increased Tradability of Business Services

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U.S. Supply of Highly Skilled, Highly Experienced Knowledge

Workers

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Factors to Consider When Selecting an Outsourcing Venue

Category Critical Factors

Productivity

Factors

Time zone difference

Number of natural disasters

Country specific productivity rating

Average travel time to the target location

Number of legal holidays

Average number of vacation days

Estimated maternity/paternity leave

Attrition rate

Workforce knowledge rating

Quality vs. quantity

Quality Factors

Language proficiency

Power distance

Individualism

Uncertainty avoidance

Long-term orientation

Process maturity

Flexibility

Factors

Research and development rating

Infrastructure and communications rating

General infrastructure rating

Infrastructure maturity rating

Addressable workforce

Process maturity

Cost Factors

Salary & Benefits

Inflation & Economic Factors

Overhead

Travel expenses

Mark-up

Local incentives 11/18


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Onshoring Considerations

Communities with low cost of livingbut high quality of life.

Distance from major cities can influence turnover.12/18


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Infrastructure:

Computing NetworksReal EstateUniversities/Education

Weather: Business Continuity/Disaster Recovery

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Ability to easily migrate to nearshore

Onsite or offsite?

Neutral accents


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Onshore vs. OnsiteMailroom

Document Processing

San Antonio

Mailroom

Document Processing

Bilingual Call CentersEl Paso

Offsite outsourcing modelOnsite (facility managed)

outsourcing model

Fortune 500 clients

Cost of Living 14 percent lower

Level 1, 2, 3 Help Desk

Education: UTEP, NMSU,UACJ

Migrate to Nearshore Model

vers g t s ty

Corporate Culture

Education: UTSA, UT HealthSciences Center, Trinity, St.

Marys

Migrate to Offsite Model

Bilingual English/Spanishcustomer care

Savings of 20 to 40 percent

. . .

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Onsite Case Study

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On-Site, Off-Site Enterprise Mailroom; BPR; Document Processing;Bilingual Customer Contact Centers

Overview Global Business Services provider to Fortune 500

Core Services

Delivery Centers Onshore El Paso, Texas Onshore San Antonio, TexasNearshore Mexico Farshore India

Core MarketsFinancial Services, Transportation and Logistics, Healthcare,Insurance

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Questions?

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Bill RandagPresidentDATAMARK, Inc.E-mail: [email protected]

Tony MatayaManaging PartnerThinkSolutions, [email protected]

Paul PintoManaging PartnerSylvan [email protected]

Frank CasaleFounder, CEOThe Outsourcing InstituteE-mail: [email protected]


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Thank you for joiningKeeping Business Processes in Your Own Backyard

When Onshore BPO Makes Sense

This webinar was sponsored by DATAMARK, Inc. in conjunction with The Outsourcing Institute.

Bill RandagPresident

DATAMARK, Inc.

Paul PintoManaging PartnerSylvan Advisory

Tony MatayaManaging Partner

ThinkSolutions, Inc.

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Frank CasaleCEO

Outsourcing Institute

when onshore bpo makes sense

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