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IT outsourcing according to Tom Koulopoulos, part 2

After his keynote at the Fusion2006 CEO-CIO Symposium, WTN caught up with Tom Koulopoulos for more of his views on IT outsourcing and when it's a good idea. Read part one.

WTN: You have spoken about outsourcing as a way of distributing the risk of development to other organizations. But doesn......

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I would say to take an incremental approach that first looks at how you can transform the process, get the partner involved in that transformation, and then transition it, which is sort of the opposite of what has happened historically.

Historically in outsourcing you transitioned first, then transformed. So you take the CRM operation, take it as a black box, ship it 8,000 miles ......

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You're not going to outsource that, because it's constantly evolving. Everything else is probably fair game.

WTN: Can a company outsource something like their call center, which is on the front lines of a lot of customer contact, and still keep that really great relationship?


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WTN: The same people who are annoyed by phone menus don't necessarily react well to those call centers, either.

Koulopoulos: A lot of the reason is that it's cultural. We're not outsourcing inside the United States. By and large, we are outsourcing offshore. There are cultural issues, and they start to play a role in how you assess the effectiveness of the c......

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'"/> By Jason Stitt 03/22/06

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