Multi-Discipline BPO program identified the dire need to develop innovative competitive strategies

US

Yankee Group: The next 2 years will mark a landmark period for large-scale human resources business process outsourcing (HR BPO) contracts in the telecommunications industry, according to new research from the Multi-Discipline BPO (MD-BPO) program. Most telecom companies already outsource some HR functions, most commonly transactional processes, such as benefits administration, health administration and payroll, similar to large companies in other industries. During the first generation of HR BPO contracts, many pioneers have taken the step of outsourcing their HR processes and staff in a full-service environment, including BT, AT&T, Cable & Wireless, Motorola and Telecom Italia. These companies proved that HR BPO can work effectively in the telecom industry.

Telecom businesses are in dire need of new strategies to strip out operating costs, develop innovative competitive strategies and transform their culture in a consolidating and increasingly competitive environment. With customer satisfaction inextricably linked to employee satisfaction, the human resources function in telecom needs to focus on value-add areas of the business, namely enhancing customer relations, intimating core corporate values and business ethics, improving employee morale and people management training at the executive and line-management levels. Telecom Companies Should Seriously Evaluate Outsourcing HR Publ 20050525