RH Company To Undertake Service Outsourcing Strategy

With China’s economic restructuring and industrial upgrading, the industry of service outsourcing has obtained the rapid development in recent years. More and more companies are optimistic about the industry and join. RH Communications Inc. which is a high-tech software company, was founded in Beijing in 1999, and mainly engaging in the contact center related products R&D, sales and the operation service. In the fierce competition in the industry, in order to be able to continue to grow and develop, the RH communication Inc.needs to make strategic analysis and research of contact center outsourcing services and choose the suitable competition strategy so that make a solidfoundation for future development.This paper analyses the contact center outsourcing industry’s external environment by using the PEST model, and scans the industry environment based on Michael Porter five forces model. The external environment that the company is facing is as followed:The government has given a lot of support policies for service outsourcing industry and the market size, the number of enterprises and employees has been explosive growth in the industry of contact center outsourcing services.However, competition of the contact center outsourcing services industry is very intense, andthere are more competitors.In this paper, the value chain is adopted to analyze of the internalenvironment of the company. The RH Communication Inc. has a good corporate culture, strong service ability, high level of operation and attach great importance to the cultivation and training of personnel. But awareness of the corporate brand in the contact center outsourcing industry is not high, marketing work is not in place, the scale of the contact center outsourcing services is still small, so that it cannot form a good scale effect.The result of the SWOT analysis shows that the strategy of the RH Communication Inc.to undertake service outsourcing strategy should be taken for low cost leading strategy.In order to ensure the effective implementation of the strategy, companies need to optimize the organizational structure, continue to build a unique corporate culture, strengthen the construction of human resources management system, maintain efficient operation capability and strengthen marketing and sales work.The research in this paper will help clarify the competition strategy of the RH Communications Inc. engaged in the contact center outsourcing industry.The conclusion of the research can also provide the strategy of reference to other enterprises in the same industry for the development of contact center outsourcing services.