WHICH PROCESSES ARE MIGRATING OFFSHORE?
- Back-office tasks, like basic data entry, transaction processing, and document management
- Customer contact, such as customer relations (call centers and on-line customer service), telemarketing, and collections
- Shared corporate services, like finance/accounting, and HR
- Knowledge services and decision analysis, such as research services, customer analysis, portfolio analysis, and credit underwriting
- Research and development, such as basic research, engineering and design (design specs, pilot/prototypes, testing, production design and optimization), and software product/application development
- IT, including custom application development and maintenance, IT help desk, and infrastructure management
- Industry-specific processes, such as rules-based underwriting in insurance, mortgage processes for banking, and billing processes for telecoms
Source: Russian Digital Alliance analysis; EngiNext analysis.
Russian Outsourcing Industry: