Philippines Call Center Information

• Acquired Rights Directive
• Activity-based accounting
• Activity-based pricing
• Amendments
• Application service provider model
• Approvals
• ARD
• Audit

B

• Backlash
• Balanced scorecard
• Basel II
• Baseline
• Baseline period
• Benchmarking
• Best Practice
• Best shore
• Best-of-breed
• Billing audit
• Body shop
• BPM
• BPMS
• Build-Operate-Transfer model
• Business benefit contracting
• Business outcome achievement
• Business process outsourcing

C

• Call Centers
• Captive Centers
• Cash penalty
• Change management
• Change of character clause
• Chargeback system
• Chief sourcing officer
• Comanagement process
• Competency center
• Confidentiality
• Continuous performance reporting
• Contract
• Cooperate sourcing option
• Core competencies
• Cosourcing
• Cost and value discovery
• Cost/benefit model
• Cost-benefit analysis
• Cost-plus pricing
• Customer satisfaction benchmarking

D

• Dashboard
• Data center operations
• Definitions
• Delivery
• Description
• Direct foreign investment
• Disaster recovery
• Disposal of assets
• Dispute resolution process
• Downsizing
• Dragnet clause

E

• Economies scale
• Efficiency sourcing deal
• Employee self-service
• Enhancement sourcing deal
• Escalation procedure
• Exit plan

F

• Farmshore sourcing
• Fast track process to selection
• Fee-for-service pricing
• Feeny-Lacity-Willcocks model
• Fixed pricing
• Follow the sun
• Force Majeure
• Foreign Commerce Clause
• FRAG 21
• Full-service provider
• Functional redundancy

G

• Gainsharing
• General allocation systems
• Geopolitical risk management
• Global delivery model
• Global shared services model
• Governance
• Governance statement of work

H

• H-1 visa
• HIPAA
• Hub and spoke model
• Human capital assets
• Human resources management systems
• Hybrid delivery model

I

• Incentives
• Indirect Cost
• Innovation capture
• Insourcing
• Intellectual guidance
• Interactive voice response
• IP
• IP protection
• ISO 9000 Series of Standards
• ISO 9001
• ITIL
• ITO
• IVR

J

• Joint ventures

K

• Key performance indicator
• Knowledge transfer
• KP

L

• L-1 visa
• Labor arbitrage
• Limitation of Liability
• Location theory
• Logistics
• Long-term capacity planning

• MNC
• Multinational corporations
• Multisourcing

N

• Nearshore oursourcing
• Nearshoring
• Net present value
• NIH syndrome
• Non-performance penalties
• Not invented here syndrome
• NPV

O

• Offshore development center
• Offshore outsourcing
• Offshoring
• Onshore outsourcing
• Outsourcing
• Ownership

P

• Payment schedule
• Peer comparisons
• Penalty clause
• Performance audit
• Performance monitoring
• Pilot project
• PMO
• Preamble
• Prime contractor
• Process mapping
• Process owner
• Process reengineering
• Program office

Q

• Quality assurance

R

• Reference group
• Relationship management
• Relationship performance assessment
• Request for information
• Request for proposal
• Requirements
• Return on investment model
• Reverse Salient
• Review date
• RFI
• RFP
• Risk
• Risk factors
• Risk management
• Risk tolerance
• Rural sourcing

S

• Sarbanes-Oxley Act
• SAS 70
• Scope
• Security audit
• Selective sourcing
• Service accountability
• Service level agreement
• Service level measurement
• Service level reports
• Service oriented architecture
• Service outcome statements
• Service provider
• Shared risk/reward pricing
• Shared services
• Single supplier
• Site selection
• Site visit
• Six Sigma
• SLA
• Software as a Service
• Software licensing agreements
• Sole supplier
• Sourcing
• Staff augmentation
• Stakeholders
• Statement of Intent
• Statement of Work
• Steady state
• Steering committee
• Supply chain management
• SWOT analysis

T

• Termination
• Termination of contract
• Terms and conditions
• Time and materials
• Time and percent conventions
• Total cost strategy
• TQM
• Transaction cost theory
• Transaction costs
• Transactional pricing
• TUPE Regulations 1981
• Transformational outsourcing
• Transition management
• Transitional outsourcing

U

• Unbundled pricing strategy
• Unrepatriated earnings
• User environment
• Utility computing

V

• Value-added outsourcing
• Value audit

W

• Warranties
• Waiver

Y

• Your mess for less