• Language dependent business process outsourcing: A study of delivery methods

      Webb, Paul; Lynchelaun, Neil (University of Chester, 2009-08)
      Shared services operations are popular operating models delivering non-core activities to their parent companies following several common principles of consolidation, standardisation and leverage of resource, continuously improving best practice and advanced technology across client businesses on a competitive basis charging for services proportionate to their use. Business process outsource providers are held to the same expectations, whilst primarily driving cost competitiveness through wage arbitrage. The low cost locations are experiencing economic growth. Particularly for European language dependent transaction processing, the prospect for further wage arbitrage benefits from new locations is limited. This study investigates how BPO providers might sustain competitiveness, constrained by language dependent wage arbitrage, through new delivery models.