Globally the outsourcing of non-core business activities is a well-accepted strategy to increase business agility, lower expenses and to provide improved customer experience and service quality. 

This whitepaper is intended for organisations that are considering outsourcing Customer Communications Management (“CCM”) activities for the first time (first generation outsourcing). It provides background information to CCM and highlights the key considerations and activities that should be considered when organisations are outsourcing CCM for the first time, with a particular focus on the activities required to successfully outsource within the Asian region.