呼叫中心外包已經(jīng)發(fā)展了許多年了。但是，呼叫中心外包也許不是機構的正確選擇。最近在SearchCRM.com網(wǎng)站舉行的辯論中，專家Lori Bocklund說，外包能夠幫助企業(yè)省錢和提供更好的服務。而專家Richard Snow爭辯說，客戶是公司的最佳資產(chǎn)，應該把客戶留在公司內(nèi)部。下面用SearchCRM.com網(wǎng)站的問答測驗對自己進行一下測試，學習更多的有關外包的詞匯并且練習根據(jù)這些知識做出決策。
開始進行問答測驗：
1.創(chuàng)建這個詞匯是為了說明與相鄰國家的人簽署外包合同而不是與遙遠的國家的人簽署外包合同的做法。
答案：近岸外包（Nearshore outsourcing）
近岸外包是讓鄰國而不是本國的人完成工作和服務的做法。例如，美國的許多公司把工作外包給加拿大和墨西哥。地理位置近意味著旅行和通訊更方便和更便宜，而且至少在文化方面有共通性，人們很可能說同樣的語言。
nearshore outsourcing
- Nearshore outsourcing is the practice of getting work done or services performed by people in neighboring countries rather than in your own country. Many companies in the United States, for example, outsource work to Canada and Mexico. Geographic proximity means that travel and communications are easier and less expensive, there are likely to be at least some commonalities between the cultures, and people are more likely to speak the same language.
2.這是一個企業(yè)擁有特殊實力的領域。企業(yè)可能把不重要的業(yè)務領域外包出去，以便把資源集中在這里。
答案：核心能力（Core competency）
核心能力是基本的知識、能力或者在具體學科方面的專長或者一套技能。例如，一個獲得微軟認證軟件工程師的人據(jù)說就擁有在某些微軟系統(tǒng)和網(wǎng)絡方面的核心能力。在市場上擁有具體實力的公司，如數(shù)據(jù)存儲或者財務應用程序開發(fā)，就可以說在那個領域具有核心能力。這個詞匯的核心部分指的是一個人擁有堅實的基礎，并且從這個基礎出發(fā)獲得做一項具體工作的額外的能力，或者一個用堅實基礎的公司從這個基礎出發(fā)開發(fā)額外的產(chǎn)品。
core competency
A core competency is fundamental knowledge, ability, or expertise in a specific subject area or skill set. For example, an individual who becomes certified as a Microsoft Certified Software Engineer (MCSE) is said to have a core competency in certain Microsoft systems and networks. Companies with specific strengths in the marketplace, such as data storage or the development of accounting applications, can be said to have a core competency in that area. The core part of the term indicates that the individual has a strong basis from which to gain the additional competence to do a specific job or that a company has a strong basis from which to develop additional products.
3.這是一種把具體的商務任務（分類為前臺任務或者后臺任務）外包給一個服務提供商的做法。
答案：商務流程外包（Business process outsourcing）
商務流程外包是把工資單等具體的商務任務外包給第三方服務提供商的做法。一般來說，商務流程外包對于一家公司的非核心業(yè)務來說是一種節(jié)省開支的做法。商務流程外包通常分為兩種類型：包括記賬或者采購的內(nèi)部商務功能的后臺外包；包括市場營銷或者技術支持的與客戶有關的前臺外包。
外包給國外的商務流程外包一般稱作離岸外包。外包給鄰國的商務流程外包一般稱作近岸外包。外包給公司自己國家的商務流程外包一般稱作在岸外包。
business process outsourcing
- Business process outsourcing (BPO) is the contracting of a specific business task, such as payroll, to a third-party service provider. Usually, BPO is implemented as a cost-saving measure for tasks that a company requires but does not depend upon to maintain their position in the marketplace. BPO is often divided into two categories: back office outsourcing which includes internal business functions such as billing or purchasing, and front office outsourcing which includes customer-related services such as marketing or tech support.
BPO that is contracted outside a company's own country is sometimes called offshore outsourcing. BPO that is contracted to a company's neighboring country is sometimes called nearshore outsourcing, and BPO that is contracted with the company's own county is sometimes called onshore outsourcing.
4.有時候被當作衡量管理效率的一般標準。這是一個金融詞匯，用于衡量花費了一筆資金后獲得的利潤或節(jié)省的成本。
答案：投資回報（ROI）
對于企業(yè)中指定的資金使用，投資回報是指它實現(xiàn)了多少利潤或者節(jié)約了多少成本。投資回報計算有時候與其它方法一起使用以便為指定的建議制定一個商務實例。一個企業(yè)整個的投資回報有時候用于指導企業(yè)管理。
如果一個企業(yè)有增加市場份額、建立基礎設施、待價而沽等直接的目標，投資回報的衡量標準是實現(xiàn)了其中的一個或者更多的目標，而不是直接的利潤或者所節(jié)省成本。
ROI
- For a given use of money in an enterprise, the ROI (return on investment) is how much profit or cost saving is realized. An ROI calculation is sometimes used along with other approaches to develop a business case for a given proposal. The overall ROI for an enterprise is sometimes used as a way to grade how well a company is managed.
If an enterprise has immediate objectives of getting market revenue share, building infrastructure, positioning itself for sale, or other objectives, a return on investment might be measured in terms of meeting one or more of these objectives rather than in immediate profit or cost saving.
5.為這些客戶服務的客戶服務代理可能在全球的任何一個地方工作，而不是在他的雇主所在的地方工作。
答案：虛擬呼叫中心（Virtual call center）
虛擬呼叫中心是機構的代表在地理上比較分散的、不在這個機構的辦公樓里的工作站中的呼叫中心。虛擬呼叫中心的雇員也許分成小組在許多小的中心工作，或者這些雇員經(jīng)常在家里工作。這對許多雇員來說是一個誘人的工作安排：工作時間通常是靈活的，不需要著裝規(guī)范和通勤。對于機構來說，虛擬呼叫中心模式節(jié)省了房間和設備成本，減少了雇員的轉(zhuǎn)置率。轉(zhuǎn)置率在一般的呼叫中心是很高的。
轉(zhuǎn)換到虛擬呼叫中心模式有許多好處。例如，My Twinn（一家高端玩具娃娃廠商）在2000年采用了虛擬呼叫中心模式。那一年，30%以上的查詢電話轉(zhuǎn)化為了訂單，雇員轉(zhuǎn)置率下降了88%，需要轉(zhuǎn)到上一級的電話（由更高一級的雇員接聽的）比1999年下降了90%。對于那些季節(jié)性比較強的公司來說，虛擬模式還意味著這些公司不必整年保持龐大的設施。例如，My Twinn在繁忙的圣誕節(jié)期間需要400個客戶支持雇員。但是，在一年中的其余時間里，大約25個客戶支持雇員就夠了。
要顯示出專業(yè)性和提高客戶的信心，甚至磚和水泥的呼叫中心也試圖向客戶展示機構的虛擬辦公室。撥打客戶服務或者技術支持電話號碼的客戶感覺他們的電話接到了這個機構的一個部門，實際上，這個電話可能接到了把技術支持外包給幾個不同機構的公司。在虛擬呼叫中心的案例中，客戶的印象可能更加虛幻，因為這個電話可能接到一位呆在家里的家長的廚房或者一個大學生的宿舍里。
virtual call center
- A virtual call center is a call center in which the organization's representatives are geographically dispersed, rather than being situated at work stations in a building operated by the organization. Virtual call center employees may be situated in groups in a number of smaller centers, but most often they work from their own homes. This is an attractive arrangement for many employees: the hours are often flexible, and there's no dress code or commute. For the organization, the virtual call center model saves housing and equipment costs and can lead to lower employee turnover rates, which tend to be high for physical call centers.
Switching to a virtual call center model can be very beneficial. One example: My Twinn (a high-end doll manufacturer) went to a virtual model in 2000. That year, 30% more inquiry calls were converted to orders, employee turnover decreased 88%, and 90% fewer calls had to be escalated (transferred to a higher-level employee), compared to 1999. For companies whose business is highly seasonal, the virtual model also means that they don't have to maintain large facilities year-round. My Twinn, for example, requires over 400 customer support employees in their busy Christmas season, but only about 25 the rest of the year.
To appear professional and increase customer confidence, even bricks and mortar call centers attempt to present customers with a virtual representation of an organization's offices. The customer, dialing a customer service or technical support number, is given the impression that their call reaches a physical department within the organization, when in fact, it is likely to reach a company that outsources support for several different organizations. In the case of the virtual call center the customer's impression is even more illusory, as the number is quite likely to reach the kitchen of a stay-at-home parent, or the dorm room of a university student.
6.這是一個自動的程序，設法提供與一個客戶服務代表為一個機構提供的相同的服務。
答案：虛擬代理（Virtual agent）
1）在客戶關系管理中，虛擬代理（有時稱作智能虛擬代理、虛擬代表）是一個聊天機器人程序，能夠充當一個機構的在線客戶服務代表。由于虛擬代理有人類的面孔和恰當?shù)鼗卮鹂蛻舻膯栴}，它們能像人員服務一樣提供自動的交流。把人工智能與圖形代表結合起來，虛擬代理越來越多地應用在CRM中以幫助人們完成查找信息、下訂單和訂膳宿等任務。客戶對應用虛擬代理的反應基本上是積極的。一般來說，人們與虛擬代理的談話時間要比同真人談話的時間長一些，也許是因為與會回答問題的人性化的計算機談話很新穎。虛擬代理一般都編輯了許多腳本能夠回答廣泛的問題和發(fā)表評論。例如，虛擬代理偶爾會接到結婚的建議。如果客戶對腳本式的答復感到困惑而說話粗魯，虛擬代理就會像人一樣失去耐心。例如，當一個客戶說虛擬代理是傻瓜時，這個虛擬代理可能的回答之一是：我是一個無生命的物體。你在侮辱一個無生命的物體。我們之中哪一個更適合韋伯斯特字典中愚蠢的定義？
據(jù)虛擬代理提供商eGain公司稱，一個自動的代表能夠減少技術支持成本，鼓勵自助服務，鼓勵客戶忠誠并且可以成為企業(yè)的品牌工具。
2）虛擬代理還指在互聯(lián)網(wǎng)上工作的人類代理。這些代理的工作地點與雇主的位置相距較遠。
virtual agent
- 1) In customer relationship management (CRM), a virtual agent (sometimes called an intelligent virtual agent, virtual rep or v-rep) is a chatterbot program that serves as an online customer service representative for an organization. Because virtual agents have a human appearance and respond appropriately to customer questions, they lend automated interactions a semblance of personal service. Combining artificial intelligence (AI) with a graphical representation, virtual agents are increasingly used in CRM to help people perform tasks such as locating information or placing orders and making reservations.
Customer response to the use of virtual agents has been largely positive. Typically, people talk to a virtual agent longer than they do to an actual person, perhaps because talking to a responsive, personalized computer program is a novelty. Virtual agents are usually scripted to respond to a wide variety of questions and remarks. (For example, they occasionally receive proposals of marriage.) If a customer becomes frustrated by the scripted responses and is rude, a virtual agent, like its human counterpart, may appear to lose its patience. For instance, when a customer calls a virtual agent stupid, one of the possible responses is: "I'm an inanimate object. You're hurling insults at an inanimate object. Which one of us is more likely to fit Webster's definition of stupid?"
According to eGain, a virtual agent provider, an automated representative can reduce support costs, encourage self-service, encourage customer loyalty, and serve as a branding tool for the enterprise.
2) Virtual agent is also used to refer to a human agent who works over the Internet at some distance from the employer's organization.
7.這種類型的外包公司為其它公司提供存儲空間和相關的管理職責，如備份和存檔等。
答案：存儲服務提供商（Storage service provider）
在互聯(lián)網(wǎng)上，存儲服務提供商是向其它公司提供計算機存儲空間和相關的管理的公司。除了存儲本身之外，存儲服務提供商還提供定期的備份和存檔，某些公司還提供把多家公司位置的數(shù)據(jù)整合在一起的能力，這樣所有地點都可以高效率地共享這些數(shù)據(jù)?？蛻艨梢园丛赂顿M或者按照存儲的數(shù)據(jù)量付費。兩家主要的存儲服務提供商是StorageNetworks公司和Managed Storage International。
有些公司專門向個人計算機用戶或者小企業(yè)提供限定的存儲服務，如定期的遠程備份等。
storage service provider
- Also see two related terms, application service provider and management service provider.
On the Internet, a storage service provider (SSP) is a company that provides computer storage space and related management to other companies. In addition to the storage itself, SSPs typically offer periodic backup and archiving and some offer the ability to consolidate data from multiple company locations so that all locations can share the data effectively. Customers may be billed a monthly rate and for each managed terabyte of storage. Two leading SSP companies are StorageNetworks and Managed Storage International.
Some companies specialize in providing limited storage service, such as periodic remote backup, to individual computer users and small businesses.
8.通過IP和公共電信系統(tǒng)，這種類型的網(wǎng)絡把一家公司的內(nèi)部網(wǎng)延伸到供應商、廠商、合作伙伴、客戶或者其它公司。
答案：外部網(wǎng)（Extranet）
外部網(wǎng)是一種使用互聯(lián)網(wǎng)技術和公共電信系統(tǒng)與供應商、廠商、合作伙伴、客戶或者其它企業(yè)安全地共享企業(yè)信息或者其它經(jīng)營信息的專用網(wǎng)絡。外部網(wǎng)可以看作是企業(yè)內(nèi)部網(wǎng)絡的一部分，是內(nèi)部網(wǎng)擴大到了公司外部的用戶。人們一直把外部網(wǎng)描繪成一種心態(tài)”。內(nèi)部網(wǎng)被看作是以這種心態(tài)與其它公司做生意和向客戶出售產(chǎn)品的一種方式。
外部網(wǎng)需要安全和隱私。這包括防火墻服務器管理、發(fā)放和使用數(shù)字證書或者類似的用戶身份識別、加密信息和使用像隧道一樣穿過公共網(wǎng)絡的虛擬專用網(wǎng)（VPN）。
企業(yè)可以使用外部網(wǎng)從事如下工作：
·交換大量的使用電子數(shù)據(jù)交換（EDI）的數(shù)據(jù)。
·與批發(fā)商或者參與交易的那些人獨家共享產(chǎn)品目錄。
·在聯(lián)合開發(fā)方面與其它公司進行協(xié)作。
·與其它公司一起開發(fā)和使用培訓計劃。
·提供或者訪問一家公司向一群公司提供的服務，如一家公司代表關聯(lián)的銀行管理的在線銀行應用程序等。
·與合作伙伴公司獨家共享共同關心的新聞。
extranet
- An extranet is a private network that uses Internet technology and the public telecommunication system to securely share part of a business's information or operations with suppliers, vendors, partners, customers, or other businesses. An extranet can be viewed as part of a company's intranet that is extended to users outside the company. It has also been described as a "state of mind" in which the Internet is perceived as a way to do business with other companies as well as to sell products to customers.
An extranet requires security and privacy. These can include firewall server management, the issuance and use of digital certificates or similar means of user authentication, encryption of messages, and the use of virtual private networks (VPNs) that tunnel through the public network.
9.通過把直接和間接的成本以及可量化的利潤結合在一起，這種計算能夠創(chuàng)建一次采購的實際成本的現(xiàn)實的預測。
答案：總擁有成本（Total cost of ownership）
總擁有成本（TCO）是旨在幫助客戶和企業(yè)經(jīng)理人評估采購任何IT組件的直接和間接成本以及相關利益的一種計算方法。其目的是得到一個最終的數(shù)字，反映采購的有效成本和考慮到的所有事情。當你決定購買一臺計算機的時候，你可以考慮進行一次總擁有成本分析。例如，一臺高端計算機的更高的成本價格也許是一種考慮的因素，但是，你還必須考慮增加維修成本和早期更換的廉價品牌的采購成本。
總擁有成本分析是Gartner Group幾年前開始最先使用的，并且從那開始發(fā)展了許多不同的方法和軟件工具。總擁有成本分析對任何采購的擴展成本進行計算，這稱作全面負擔的成本。對于消費者購買一臺計算機來說，這個全面負擔成本可能包括采購、維修、保養(yǎng)和升級的成本。對于企業(yè)購買一臺計算機來說，這個全面負擔成本還包括服務和技術支持、網(wǎng)絡、安全、用戶培訓和軟件許可證等成本?？倱碛谐杀疽c總擁有利益（TBO）進行比較以確定這個采購的可行性。
TCO
- TCO (total cost of ownership) is a type of calculation designed to help consumers and enterprise managers assess both direct and indirect costs and benefits related to the purchase of any IT component. The intention is to arrive at a final figure that will reflect the effective cost of purchase, all things considered. When you decide to buy a computer you may go through a TCO analysis: for example, the greater cost price of a high-end computer might be one consideration, but one that would have to be balanced by adding likely repair costs and earlier replacement to the purchase cost of the bargain brand.
TCO analysis originated with the Gartner Group several years ago and has since been developed in a number of different methodologies and software tools. TCO analysis performs calculations on extended costs for any purchase - these are called fully burdened costs. For the consumer's purchase of a computer, the fully burdened cost may include costs of purchase, repairs, maintenance, and upgrades. For the business purchase of a computer, the fully burdened costs can also include such things as service and support, networking, security, user training, and software licensing. The TCO has to be compared to the total benefits of ownership (TBO) to determine the viability of the purchase.
10.有些時候稱作apps-on-tap”，這類解決方案提供應用程序和服務的訪問，這些應用程序和服務本應該是在你自己的計算機中的。
答案：應用服務提供商（Application service provider）
應用服務提供商（ASP）提供訪問在互聯(lián)網(wǎng)上的應用程序和相關的服務的公司。這些應用程序和相關的服務本應該在他們自己的個人計算機或者企業(yè)計算機中的。應用服務提供商有時候稱作apps-on-tap”。應用服務提供商預計要成為一種重要的替代的公司，不僅服務于IT預算較少的小企業(yè)，而且還要作為一種外包模式服務于大型企業(yè)并且為個人提供許多服務。早期的應用包括：
·為大型企業(yè)提供的遠程接入服務。
·移動用戶可以連接的住宅外的局域網(wǎng)，配置統(tǒng)一的文件服務器。
·專用的應用程序。這種應用程序在你自己的公司或者在你自己的計算機上安裝和維護是很昂貴的。
惠普、SAP和Qwest等公司已經(jīng)組建了提供ASP服務的第一個主要的聯(lián)盟。他們計劃把SAP流行的R/3應用程序提供給網(wǎng)絡中心。網(wǎng)絡中心將把這個應用程序提供給其它企業(yè)。微軟將允許某些公司以租賃或者按使用收費等方式提供其BackOffice產(chǎn)品，包括SQL Server、Exchange和Windows NT Server。
雖然應用服務提供商預計將按照使用收費或者按年度許可證收費等模式向小企業(yè)和個人提供應用程序和服務，但是，大型企業(yè)都在內(nèi)部提供自己的這種服務，把應用程序從個人計算機轉(zhuǎn)移到專用的服務器上。這種服務器可以處理簡裝的瘦客戶工作站。這種做法能夠讓企業(yè)重新說明集中管理應用程序的成本和管理企業(yè)過去在計算機出現(xiàn)之前的那段時間的應用。微軟的終端服務器產(chǎn)品和Citrix公司的WinFrame產(chǎn)品在瘦客戶機應用服務器產(chǎn)品中處于領先的地位。
application service provider
-ASP is also an abbreviation for Active Server Page.
An application service provider (ASP) is a company that offers individuals or enterprises access over the Internet to applications and related services that would otherwise have to be located in their own personal or enterprise computers. Sometimes referred to as "apps-on-tap," ASP services are expected to become an important alternative, not only for smaller companies with low budgets for information technology, but also for larger companies as a form of outsourcing and for many services for individuals as well. Early applications include:
remote access serving for the users of an enterprise
An off-premises local area network to which mobile users can be connected, with a common file server
Specialized applications that would be expensive to install and maintain within your own company or on your own computer
Hewlett-Packard, SAP, and Qwest have formed one of the first major alliances for providing ASP services. They plan to make SAP's popular R/3 applications available at "cybercenters" that will serve the applications to other companies. Microsoft is allowing some companies to offer its BackOffice products, including SQL Server, Exchange and Windows NT Server on a rental, pay-as-you-use basis.
While ASPs are forecast to provide applications and services to small enterprises and individuals on a pay-per-use or yearly license basis, larger corporations are essentially providing their own ASP service in-house, moving applications off personal computers and putting them on a special kind of application server that is designed to handle the stripped-down kind of thin client workstation. This allows an enterprise to reassert the central control over application cost and usage that corporations formerly had in the period prior to the advent of the PC. Microsoft's terminal server product and Citrix's WinFrame products are leading thin-client application server products.
