Engagement is the Missing Link for BPO Success

Engagement is the missing link for BPO success This infographic highlights how 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. How to make an outsourcing partnership successful 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. oft 72% of organisations want access to specialist skills, expertise and experience Cost-cutting is one of the least important rationales for outsourcing 66% 58% say coping with changing market conditions is a key indication of a rewarding partnership of organisations say growth and expansion potential is a key driver for BPO success 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. 56% regard their BPO provider as a trusted partner Trust and collaboration are seen as the most desired relationship attributes Contracts limiting flexibility and agility A standardised model focussing solely on contractual obligations rather than doing the best thing for the partnership, is limiting the true potential of BPO. 54% 71% chue of organisations currently have a standard partnership model in place of BPO clients expect their partners to be able to adapt to changing industry demands Contracts 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. 87% felt there was something limiting their outsourcing relationship. 60% 2% believe a greater level of engagement would improve their relationship of respondents believe their BPO provider is very engaged arvato Source BERTELSMANN http://www.arvato.co.uk/open-outsourcing/effective-engagement/expert-research-findings For more professional advice on outsourcing visit www.arvato.co.uk