In the current economic climate companies must focus more than ever on reducing operating costs without compromising customer service. There is increasing recognition that outsourcing both back office and frontline services can play a key role in achieving this.

Drivers for outsourcing include:

• Need to reduce processing and administration costs while improving customer service and retention
• Increasing pressure to reduce headcount while maintaining productivity and improving service levels
• Pressure on investment and research budgets, despite undiminished requirement for development to maintain competitiveness
• Importance of bringing new products to market faster
• Need for better access to expert operational and advisory capabilities
• Desire to improve productivity through better management of sickness and absenteeism
• Increased regulatory and legislative requirements.