BPO offshore operations have continued to mature. Staff are experienced, local management has progressed and they have expanded to take on more advanced work such as R&D.

They may no longer be sited in the lowest cost countries, but strategically located to deliver the best value based on skills, languages and time zone. They’ve also gained a better name – Shared Service Centres.

On a recent visit to Montevideo, Oliver Dowson met with Nelson Gonzalez, General Manager of Travel Leaders Group’s Global SSC. It’s a great example of how Shared Services Centres can play a key role in business success.