Outsourcing is more than a sector; it is a rich and constantly evolving universe. If your company plans to outsource one or more services, here is a glossary to master the most commonly used terms in outsourcing, from Grid computing to Wide area network (WAN).

(Source : https://onlinelibrary.wiley.com/doi/pdf/10.1002/9781119201205.gloss – onlinelibrary.wiley.com)

Grid computing

See calculation on demand. The grid concept comes from the electricity industry. The power grid is a network of infrastructure components that generate, transport and distribute electricity. Analogically speaking, by tapping a switch, you can have outsourced business services routed directly and instantly to your office.

Homesourcing

This concept groups remote workers, whether they act as employees (insourcing) or independent contractors (outsourcing).

Compensation

Method of transfer of legal responsibility from one party to another by contract.

Insourcing

The transfer of an outsourced function to an internal department of the customer, which will be fully managed by the employees.

Intranet       

Private computer network, accessible only to authorized persons.

Responsibility

The legal obligation resulting from a failure to honour its legal liability to another party, for example in contract or tort.

Local area network (LAN)

A group of computers and associated devices that share a common communication line and typically share the resources of a single processor or server in a small geographic area (for example, in an office building). Usually, the server has applications and data storage capacities that are shared jointly by several computer users.

Managed security services (MSS)

Services that provide in-depth analysis to detect intrusion threats and respond to security vulnerabilities. MSS contains elements such as real-time web security information, best practice policies, in-depth monitoring, backup management capabilities, robust incident response and IT investigation services.

Massive outsourcing

Refers to the process in which the majority of business support processes are outsourced in a single transaction or a small number of related transactions. The purpose of mass outsourcing is to generate shareholder value by shifting operational responsibility for critical operations that do not provide a comparative advantage, or in which the company chooses not to invest due to relatively low returns on investment.

Near shore

Offshore outsourcing within a nearby territory, and accessible by short trips or by phone in the same or a neighbouring time zone.

Offsourcing

Offsourcing refers to the restructuring of a supply chain in which a company relies on its supplier for functions that were previously performed in-house. The outsourced functional unit is capable of generating greater value in the supplier’s business than in the customer’s. What makes outsourcing so powerful is that improving how offshored employees work in the new environment tightens the supply chain.

On-demand computing

A form of outsourcing agreement, sometimes referred to as utility computing, grid computing, or on-demand computing, that is based on variable payments for varying volumes of varying types of services over a long term that includes at least one refresh cycle for some, if not all, of the underlying technology. Aimed at enterprise customers, the key element is the scalability of IT resources (licenses, computers, networks, systems, storage, telecommunications and asset management) that the customer can purchase as part of the program. Customer engagement is equivalent to a requirement subscription or purchase agreement, but payment alternatives can cover the full range of a customer’s purchase, lease, or « for use » payment. This does not make the service provider a virtual CTO. Typically, the concept is designed to allow the customer to acquire the technology in the way that suits their individual needs.

Outsourcing

Transfer (or delegation) to an external provider of the operation and day-to-day management of a business process. The customer receives a service that performs a separate business function that integrates into the customer’s overall business operations. Sometimes the process is one that has historically been run by a vertically integrated company, such as data processing. More recently, outsourcing defines the service sector for services that were not part of the vertically integrated enterprise, such as telecommunications, website hosting, transportation services, logistics and professional services of regulated professionals.

Service Quality

Concept used to differentiate one supplier from another. As a general rule, the subcontractor customer seeks to improve its own quality of service by obtaining the quality of service from its subcontractor suppliers.

Renegotiation

Process of evolution of an existing outsourcing agreement. This process is facilitated by effective design and implementation of contract management processes from the outset of the outsourcing relationship.

Request for information (RFI)

A document that asks potential service providers to provide general information about capabilities and their overall business.

Request for proposal (RFP)

A document that asks potential service providers to propose terms, conditions and other elements of an agreement to provide specified services.

Scope

Identifies what is available for procurement from external service providers.

Service level agreement (SLA)

Specifications of the services to be provided. SLAs define the type, value and conditions of outsourcing services to be provided. SLAs define the overall relationship by establishing quality of service parameters.

Smartsourcing

A euphemism to express the fundamental challenge of outsourcing as a management technique.

Stalking horse

A competitor who never had the opportunity to get a contract. A stalking horse differs from the losing competitor, as the customer intended to only use the stalking horse to generate competitive quotes and challenge the preferred vendor (who ultimately wins the auction), and is not paid for this function.

Statement of work

Document that sets out the work to be performed.

Storage area network (SAN)

A high-speed special purpose network that interconnects different types of data storage devices with associated data servers on behalf of a larger network of users. Typically, a storage network is part of an organisation’s overall network of IT resources.

Subcontractor

Service provider directly responsible to the general contractor and may not have a contractual relationship with the subcontractor customer.

Supply chain management

An integrated process to manage all levels of information flow from a company to its suppliers and customers, including its own internal manufacturing resources.

Transfer of undertakings (TUPE)

A law implementing the legal rights of employees to continue in the same work if the business unit is transferred.

Utility computing

See on-demand computing. IBM attempted to dominate this market by naming its market offering-Next Utility. Purchasing information technology is supposed to be as simple as flipping a switch.

Virtual private network

Network established using telephone lines and/or the Internet to transmit digital information between defined receiving and transmitting stations, such as telephones, computers, and data routing equipment.

Wide area network (WAN)

A geographically dispersed telecommunications network. The term distinguishes a broader telecommunication structure from a local area network (LAN). A WAN can be privately owned or leased, but the term usually refers to the inclusion of public networks (shared users).

Part 1

Why outsource? This is a good question and at ProContact, we have the answers. This business strategy allows you to gain speed, reduce costs and in many cases allows you to increase the amount of resources and gain skills and experience for one or more tasks in particular. The result has been seen by many companies: outsourcing makes it possible, in practice, to focus on growth and development.

The company has a real personality

Today’s business has several aspects that need to be polished, cared for and evolved. For this, it is important to focus on the reason for its creation, which is called the core business. By being able to focus on your core business, resources work more efficiently, and therefore, cost-effectively.

Why outsource?

Outsourcing has definitely gained momentum in recent years, so much so that many companies have truly understood the processes and the importance of customer support, marketing, etc. Nevertheless, there is still a sense of hesitation among some, even if the competition has had success with outsourcing. Here are some good reasons to take the leap when it comes to outsourcing:

Tangible reduction in operating costs
The reduction of operating costs is undoubtedly the main reason why companies are turning to outsourcing. There are many reasons to try to make savings. For instance, in order to optimise the use of suppliers, to cope with increased material costs, to remain competitive, or even because of the need to downsize due to a merger or acquisition.

Savings on training costs

Thanks to cost reductions resulting from outsourcing, the company also manages to save on salaries, benefits, but also, above all, on training expenses. By choosing ProContact, the client company eliminates the training period usually provided for new employees through the intervention of trained and qualified agents for an immediate position, as from the start of the outsourcing contract.

Feeing up of resources
Your company is working on a project that requires specific expertise, but is not available internally. Such a situation may arise, for example, in the context of an evolution of the company, prompting the addition of additional tasks. Optimise the use of your resources by delegating the least critical processes to ProContact! According to the specialised site Business.com, many companies consider outsourcing as a concrete tool to free up capital, which can then be invested in urgent and essential tasks.

Restructuring of the company

Sometimes a company may have to restructure its business model. As a result, the tasks supported by the present resources change and evolve. What can be done when these resources do not have the necessary skills to carry out their missions? Hiring talent certainly does not fit with the restructuring period, so outsourcing is an effective and quick method to implement in order to fill the gaps. Outsourcing opens the way for companies to look for skills that are missing from their workforce, without allocating substantial sums for recruitment.

Improve productivity and efficiency

Which company does not want to improve its efficiency? Here is an overview of the range of outsourced services handled by ProContact, specialist in B2B/B2C prospecting, remote secretary, customer relations, CRM tools and CRM software, satisfaction surveys, human resources, etc.:

Prospecting

• Outgoing calls, remote prospecting, potential customer searches
• Call handling
• Traffic creation
• After-Sales Outsourcing

Loyalty

• Incoming calls,
• Optimised qualification of the customer database thanks to our CRM,
• Data entry,
• Email routing,
• Commercial and administrative management,

Webmarketing:

• KPIs management, dashboards and performance analysis, customer engagement analysis,
• Satisfaction survey, customer satisfaction analysis,
• Web Moderation (sites, social networks)

Order taking

Remote secretary:

• Calendar management,
• Appointment confirmation,
• Mailings

Reduced business risks

The company can fully delegate certain specific functions, which are certainly essential, but which have a cost both in financial and human resources. Outsourcing has been proven time and again to reduce financial risk. This is especially true when a company turns to a particularly experienced outsourcing provider, as is the case at ProContact.

Perfect response to compliance requirements

The company having to adhere to compliance requirements, such as payroll, may outsource the compliance team instead of overexploiting internal employees.

Lower wages

ProContact offers you existing services in your country of location, but at much more competitive costs! Indeed, our geographical situations are not subject to the same pressures in terms of employee and employer contributions, which is good news for the company’s finances.

A modernisation of the company’s systems

The modern enterprise must have and use up-to-date tools. As an outsourcing specialist, ProContact has the duty to implement state-of-the-art hardware and software, capable of meeting the exact needs of its customers.

Contact us!

Today’s business faces several challenges that it must be able to overcome while remaining competitive. If you find that your business is losing efficiency lately, that your customers are expressing a start of discontent, do not wait until it is too late. In this time of pandemic and economic uncertainty, be agile by signing a strong and transparent partnership with one of the leaders in outsourcing in the Indian Ocean zone.

ProContact is more than a contact centre. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies that choose us to maintain their credibility, continue to develop and above all to satisfy their customers. To learn more about our services and for a quality partnership, click

There are many reasons why a company may consider outsourcing. Outsourcing remains a choice for companies that need cost-effective labour solutions.

Why does a company choose to outsource some of its processes? There is a long list of answers! Outsourcing is more than just a method of obtaining tax benefits; it has become, over time, a business strategy in its own right, but it is not just that. Let’s have a look at the arguments that summarise why this solution allows a company to modernise, grow and surpass the competition.

Why choose business process outsourcing?

Outsourcing is not a decision that must be taken lightly. It should be based on real needs, which can be optimised once taken in hand by a specialist. Thus, at ProContact, we offer a wide range of services:

• B2B/B2C Prospecting;
• Remote secretary services;
• Customer relations;
• CRM tool and CRM software;
• Satisfaction surveys;
• Human resources;
• Digital outsourcing.

To achieve the best result, we have a unique approach in the offshore sector:

• A highly qualified and positive team capable of ensuring a tailor-made follow-up of each operation;
• Demanding recruitment processes;
• Dense and continuous training on incoming calls, outgoing calls, marketing, web marketing, etc.;
• A motivating and humane management strategy, supervisors listening to employees and listening to you;
• An independent quality department with a single goal: customer satisfaction

We work daily on the market, use the most relevant measures and practice continuous training in the areas in which we offer our services. Unlike the internal resources of companies, we remain competitive.

Outsourcing so that the company can focus on its key functions and core business

Outsourcing allows the company to redirect its efforts towards the major functions that constitute its core business. For example, instead of devoting time and resources to payroll management, they will use these same factors to innovate and effectively increase their profits. Thus, it can more easily strengthen its competitive advantage as well as its interaction with the value chain. As a result, customer satisfaction and profits will both surge exponentially.

To optimise the results of features that are not key to the business

Outsourcing is mainly oriented towards the support of non-essential functions of companies, while offering increased quality. Let’s take the case of ProContact. As a market leader in the Indian Ocean, we have specialised processes and use innovative technologies that our customers may not have. As explained in our description, our infrastructures are based on the latest generation Dialogic-Vocalcom platforms, which offer a high level of flexibility and reliability. The solutions used also allow advanced call/processing management.

Therefore, they offer all the functionalities necessary for the activity of a general contact centre. Finally, Vocalcom is secured by a Vicidial solution running permanently in “cloud” and able to resume operations instantly. The whole operation is, therefore, totally secure.

In addition, choosing ProContact is choosing:

• More than 20 years of experience on all types of operations;
• 400 tele-operators spread over 3 multi-skill, complementary and highly secure sites;
• A management team fully focused on customer satisfaction;
• Multilingual, qualified and versatile employees who are motivated by the tasks entrusted to them.

If you are, for example, a company specialising in the development and design of mobile games, what is the point of investing in payroll software, when we can quickly and concretely take over this part of the operation of your company?

At ProContact, we have the best tools and a team of specially trained advisors to guarantee you quality support with real results!

Indeed, by bringing together all the services on the same platform, a contact centre offers global and sharp expertise on all the professions essential to the development of your company and which are not part of your “core business”.

To reduce costs

Business process outsourcing is a perfect solution to reduce the company’s labour costs. Thanks to this strategy, the company no longer needs to find the budget for recruitment, training or workspace equipment.

Let’s add to this that with outsourcing, the client company only pays for the services that are rented to it thanks to tariffs adapted to the real needs of the customer.

To compete on a global scale

At ProContact, our agents are multilingual and intervene in real time, giving your company a greater opportunity and opening to the world!

Fast and efficient services

Outsourcing providers take on tasks that are considered low value added, but by doing so, they optimise these tasks, save time, increase capacity and improve accuracy.

The customer company thus manages to save time and resources, but also money, because it becomes able to improve its operation.

Jumping in the digital era

It’s a fact, companies that opted for outsourcing before the pandemic are now able to act quickly thanks to digitalisation! Indeed, in just a few months, they have re-entered the digital age thanks to their provider. At ProContact, we offer services designed to reduce security issues and social media and network access restrictions. We have all the technologies your business needs to work in a highly secure environment, with waterproof communications systems.

Contact us!

Outsourcing is our business! At ProContact, we support you closely in the inclusion of this solution in your business strategy. We offer, without delay, an unprecedented adaptation to your way of working thanks to the arrival of resources located elsewhere, without wasting time, money and quality.

ProContact is more than a contact centre. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies that choose us to gain credibility and above all to satisfy their customers regardless of the situation and in complete transparency. Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.

The past few months have been particularly telling for companies around the world: they have realized that they can no longer waste time focusing on superfluous tasks at the risk of ignoring essential ones. How to proceed? The solution is simple: all tasks with low added value simply have to be entrusted to a company specialising in outsourcing. ProContact, a leading contact centre in its field, meets all your requirements and puts at your disposal state-of-the-art human and technical resources which are always up to date. It’s time for your business to focus solely on revenue-generating activities, i.e. research and development, sales and its core business!

Remote working boosted the trend!

With the rapid transition to remote working and agile operations, companies have quickly become aware of the problems that they have been facing for years without having an effective and quick solution to address them.

So much so that remote working is an increasingly realistic model for many companies, who have been using it since the start of the Covid-19 pandemic. In order to develop this strategy for a tailor-made result, outsourcing can be added to the equation. For this, it can take over the “non-essential” tasks, so that the company can optimise their internal resources, but also, above all, to obtain skills that are absent within them.

Of course, it is important to understand that over time, outsourcing has been transformed to offer a solution at competitive costs and talents impossible to find locally.

Why outsource: 5 benefits to consider without wasting time

Outsourcing is no longer a last-ditch solution. On the contrary, it has become a concrete business strategy, which frees the company, allowing it to develop, breathe and improve its positioning in a market unbalanced by the financial crisis that accompanies the pandemic. It is a fact: companies that opted for outsourcing before the pandemic are already steps ahead for the following reasons:

They can already focus on their core business and high-value tasks

The company is built on several pillars: leadership, marketing, finance, management, lead conversion, lead generation and customer satisfaction. However, these same pillars are constantly evolving and require new knowledge: where are your internal teams? Do they have the necessary relevance to help the company compete in the market? There is a good chance that the answer is simply no and the most tangible choice at the moment is to focus on sales and marketing.

They can count on high-value specialists who are masters in their field

At ProContact, we offer a wide range of services:

• B2B/B2C Prospecting;
• Remote secretary;
• Customer relations;
• CRM and CRM software;
• Satisfaction surveys;
• Human resources.

To obtain this result, we have a unique approach in the offshore sector:

• A highly qualified and positive team able to ensure a tailor-made follow-up of each operation;
• Demanding recruitment;
• Dense and continuous training: incoming calls, outgoing calls, marketing, web marketing, etc;
• Motivating and human management strategy: supervisors attentive to the needs of employees and to yours
• An independent quality department with a single goal: customer satisfaction!

We work daily in the market, use the most relevant measures and practise continuous training in the areas in which we offer our services. Unlike the internal resources of companies, we remain competitive.

They are gaining speed, and thus revenue

The company usually spends its time managing financial and technological issues. For this, they own and manage teams internally. Outsourcing to ProContact is an opportunity to invest in an outsourced team available daily, to deliver the right products and to be able to provide relevant information, essential for business decision-making.

They reduce risk

It is a fact: companies that opted for outsourcing before the pandemic are now able to act quickly thanks to digitalisation! Indeed, in just a few months, they have returned to the digital age thanks to their provider. At ProContact, we offer services designed to reduce security issues, social media restrictions and network access. We have all the necessary technologies to work in a highly secure environment, with full-proof communications systems.

They can count on an outsourcing provider that is always at the forefront

Before the pandemic and even today, we see that there are still many companies without a business continuity plan. How to proceed in an emergency? What would be the cost of a new national lockdown? As outsourcing specialists, at ProContact, we have all the necessary tools to quickly respond to the needs of companies in the event of a new pandemic!

Contact us!

Outsourcing is our business! At ProContact, we closely support you in the inclusion of this solution in your business strategy. We offer you, without delay, a new strategy to adapt your way of working thanks to the arrival of resources located elsewhere, without losing time, money and quality.

ProContact is more than a contact centre. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies who choose us to gain credibility and above all to satisfy their customers regardless of the situation, in complete transparency. Outsourcing has become a tangible and concrete business strategy for the development of the company. To learn more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.