Engangement Is The Missing Link For BPO Success

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Engagement Is The Missing Link For BPO Success

• Arranged By Offshore Business Processing BPO
  Australia

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• Highlights on how the current relationship models
  can restrict Business Process Outsourcing (BPO)
  success by limiting flexibility and agility.
  Research conducted by Coleman Parkes on behalf of
  arvato UK Ireland shows where some of the
  problems lie.

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Disconnect between objectives and measures

• Cost-cutting now ranks as one of the least
  important drivers for outsourcing. The most
  important drivers are reliant on people, such as
  access to skills and expertise to facilitate
  growth and adapt to change. But, organisations
  still value more process-focused attributes
  arguably a hygiene factor, above qualities such
  as agility and flexibility.
• Organisations say growth and expansion potential
  is a key driver for BPO success.

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Trusted Partner vs. Contractor

• Partnership is a well-used phrase in the
  outsourcing industry, however many BPO
  arrangements seem to be based on a vendor or
  contractor model without mutual trust and
  collaboration. Only just over half of respondents
  view their BPO provider as a trusted partner a
  figure that should be much higher for BPO to
  achieve its full potential and deliver beyond the
  basic contractual commitments.

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Contracts Limiting Flexibility and Agility

• A standardized model focusing solely on
  contractual obligations rather than doing the
  best thing for the partnership is limiting the
  true potential of BPO.
• 54 of organisations currently have a standard
  partnership model in place.
• 71 of BPO clients expect their partners to be
  able to adapt to changing industry demands.

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Room For Relationship Improvement

• A survey that questioned 100 senior BPO clients
  across public and private sectors found that 80
  of respondents are happy with the delivery of
  their BPO provider.