having too much money

Auric Bank Pls

Report

Executive summary
I would like to resume some options that the directors of the bank should consider.
Option 1: Keep the call centres in-house. The option try to reduce costs by: using more part-time employees, reducing the hours of business of the centres, increasing the targets for the number of calls handled per hour.
Option 2: Outsource the call centres to a company based in South Africa. Resource Pls, a Cape Town firm, which has an excellent reputation for reliability and a lot of experience in running centres. They can set up the call centres in Cape Town and run them.
Option 3: Outsource the call centres to a company based in Scotland. Use Orion Pls, this Scottish firm is new firm and its managers are young. As well, the Scottish firm has several contacts with big companies and it is experienced in running call centres but customers have complained in newspapers that the lines are always busy.
Option 4: Outsource the call centres to a company based in India. We can use X-source India, a company based in Bangalore. This firm is expanding fast. Also it has contacts with several large US companies and no problems hiring staff. In addition, its costs are low.

Introduction
This report will look at: keep the call centres in-house outsource the call centres to a company based in South Africa outsource the call centres to a company based in Scotland outsource the call centres to a company based in India

Findings
1. Estimated cost of running the centres for the next five years: 16 million. Estimated saving by introducing changes above: 3 million.
2. Cost of the contract with Resource Pls to run the call centres for the next five years: 8 million.
3. Cost of the contract with Orion Pls to run the call centres for the next five years: 10 million.
4. Cost of the contract with X-source India to run the call centres for the next five years: 5.5 million.

Conclusion
The four options have some advantages and disadvantages.

Recommendation
I recommend we sign a contract with Orion Pls in Scotland. The firm has several contacts with big companies and it is experienced in running call centres.
In my opinion, this contract will be most suitable for our company because Orion Pls is a new firm and its managers are young.

Ivan Ivanov
Research and Development Director
5 November 2013