Latest News  

Study reveals how to get outsourcing relationships right – Jeffrey Puritt

Time. Money. Energy. When you're investing significant resources into your Business Process Outsourcing (BPO) relationship, you want to ensure you're getting the most value from that partnership.

2016-04-28 13:52:19 - by Jeffrey Puritt, President, TELUS International

This is now more important than ever with the US$150 billion global BPO industry trending towards fewer but more meaningful buyer-supplier relationships. In fact, a new study by Everest Group, with support from TELUS International, found that less than 50 percent of end-of-term contact center outsourcing contracts were renewed between 2013 and 2014. The question is why? What's separating the critical relationships from the dispensable ones?

The non-renewal rate underscores the need for both buyers and suppliers to re-evaluate their approach to outsourcing relationships. It's when service providers go above and beyond to deliver innovation, and when buyers bring more attention to the relationship, that contract renewals are most likely. In short, it all starts with buyer-supplier engagement.

Success factors for better BPO partnerships

Just as companies focus on employee engagement to attract, motivate and retain the best people, buyer-supplier engagement should be viewed as equally critical to achieving value-driven and differentiated services. As outlined in the study, there are several factors impacting outsourcing relationship value and partnership engagement. These can be grouped into three areas of focus: connectivity, knowledge, and innovation.

Focus area 1: Create connectivity

Engagement starts with making connections at all levels of the partnership. At the executive level, senior leaders must be present throughout the relationship and not just when the deal is signed. Executive presence on both sides indicates investment in the partnership. As part of the governance model, consider including an executive steering committee to support the working partnership.

At the employee level, engagement is absolutely crucial. Highly tenured agents who feel valued and engaged bring passion and commitment to their roles. They take ownership of customer service issues and strive for better customer experience outcomes. But engagement is hard work — on both sides. Often going beyond salary, engagement programs look at what truly matters to employees on a personal and professional level. From extended health care benefits and onsite university programs to leadership development and community giving, a vested interest in engagement programs can drive BPO success.

Focus area 2: Deepen mutual business knowledge

As an outsourcer, you're tasked with working directly with a client's most valuable asset — their customers. You need to be a true extension of their brand. Yet the number one complaint from BPO buyers is a lack of communication with their vendors. More frequent, constructive and frank discussion is helpful, and formalizing a communication strategy is even better. This means establishing regular health checks, pulse checks, or business reviews to ensure that communication flows on a regular basis.

Once everyone is talking, it's time to align on business objectives. Service providers must support the day-to-day operations while making an effort to understand the buyer's overall business direction. Additionally, buyers need to take the time to educate their providers on their objectives, including expansion plans, process refinement and areas of continuous improvement.

Focus area 3: Drive innovation and quality

The most successful companies don't just sit back and hope innovation happens to them; they work to make innovation a repeatable process. In more engaged relationships, service providers have been known to deliver innovation when it comes to recruitment, training, business process improvement, and engagement models. Planning for innovation by building appropriate metrics, even incentives, into the initial contract, and including it as a standing agenda item in status meetings, ensures prioritization and accountability.

When it comes to quality, all outsourcing relationships experience some level of stress, especially at the start. However, ongoing quality issues are often a sign of focusing on the wrong things like cost and efficiencies at the expense of customer experience. Providers must remain committed to Quality of Service measures that drive insight and relevancy into the business. And while efficiency and effectiveness measures remain relevant, business outcome measures like Net Promoter Score and Customer Effort Score should become more important and serve as a sign of a more invested, customer-focused partnership.

The bottom line

Engaged outsourcing relationships don't just happen — they are envisioned, intentionally nurtured, and diligently built. Buyers look to their service provider to deliver the resources and know-how to better meet the needs of their customers, while service providers look to the buyer for the knowledge and direction to achieve better business results.

It's a symbiotic relationship that requires extensive collaboration, effort and planning to reach mutually beneficial outcomes. In the end, the outsourcing partnerships that stick are the ones where both parties are committed to achieving a value-driven service model beyond cost savings.

About TELUS International

Author Jeffrey Puritt is President of TELUS International, a global BPO and ITO company with over 21,000 team members around the world, including in Canada, the United States, Central America, Europe and Asia. TELUS International is the global arm of TELUS, one of Canada's largest telecom companies, with CDN$12.5 billion in annual revenue and 12.5 million customer connections. Learn more: telusinternational.com

The article was originally published on CIO Today. Article available for PDF download.


0 COMMENTS ^ Go back to Top
WRITE A COMMENT ^ Go back to Top
 
Your email address will not be published.
Nickname
Email
Comment
Validation Code
   
 
 
NEWS
Stefanini named Eliza Irimia Financial Director for the EMEA region

Eliza Irimia joined Stefanini IT solutions company, with operations in 39 countries and 88 offices around the world, as Financial Director for EMEA. From this position, Eliza will coordinate the company's finan

 Read Full article »
The business environment - invited to get involved in the development of future employees

Over 5,400 Romanian young people have participated in the Duke of Edinburgh's International Award program in Romania (DofE) over the past six years, the personal development program that gives young people aged

 Read Full article »
Oracle study: Moving To IaaS is fundamental to remaining competitive

Research reveals benefits of Cloud Infrastructure established as a clear differentiator. A survey of 1,600 senior IT professionals explores the benefits and misconceptions surrounding IaaS adoption, according

 Read Full article »
Mihnea Diaconu appointed development manager at Webhelp

Webhelp Romania aims to consolidate and develops its local operations by hiring Mihnea Diaconu as Business Development Director.

 Read Full article »
The biggest FAB LAB from Romania has been opened in Iasi

Based on a concept made by the Miolk team, Fab Lab Iasi has a surface of over 700 sqm and it offers different scenarios for flexible use of the space (competition areas, co-working, makerspace, teaching rooms,

 Read Full article »
Deutsche Bank makes its computer code publicly available for the first time

Deutsche Bank announces it aims to create a common industry standard for trading technology by making its own computer code publicly available for the first time.

 Read Full article »
Deloitte: Leadership disrupted: Pushing the boundaries 2017 Global Human Capital Trends

According to a study of this year conducted by consultancy company Deloitte, today, Many organizations need a completely different kind of leader: a "digital leader" who can build teams, keep people connected a

 Read Full article »
Coface Technologies team already employs 30 specialists in core business applications

Six months after the inauguration of the IT development centre in Bucharest, Coface Technologies has already formed its first functional teams and has also launched the first successful projects, such as the au

 Read Full article »
Pavel Campan appointed as the new Vice-President of Operations for TELUS International Romania

Pavel Campan has been named Vice-President of Operations for TELUS International Romania. This appointment comes at a time when the company is about to reach 1,500 team members locally.

 Read Full article »
Roxana Tesiu appointed as the new Vice-President of Human Resources for TELUS International Europe

Roxana Tesiu has been named Vice-President Human Resources of TELUS International Europe. In her new role, she will lead the HR teams in both Romania and Bulgaria, at a time when the number of team members in b

 Read Full article »
 
MOST RECENT VIDEO
 
 
MOST READ ARTICLES
» Pavel Campan appointed as the new Vice...
» Roxana Tesiu appointed as the new Vice...
» ROMANIAN OUTSOURCING AWARDS FOR EXCELL...
» Oracle study: Moving To IaaS is fundam...
» Manpower:Romania has world's third hig...
» Molson Coors started to grow its busin...
» Comdata to buy four subsidiaries of Fr...
» The business environment - invited to ...
» SII Romania moves to a new office in A...
» PwC: The competitive advantages of Rom...
 
EDITOR CHOICE
Wipro launches automotive center of excellence in Romania

Wipro Limited, global information technology, consulting and business process services company, announced the launch of an Automotive Center of Excellence (CoE) in Timisoara, Romania. This CoE will help Wipro d

 Read Full article »
TELUS International Europe: The convergence of customer service and digital marketing/NewGen technologies: What does it mean for businesses?

Technology shapes the way we educate, communicate, conduct business and advance science, all while maintaining significant influence on the global economy. But the way we engage with technology is changing

 Read Full article »
Stay updated on People in Shared Services and Outsourcing Forum, October 19

Outsourcing Today organizes the third edition of People in Shared Services and Outsourcing Forum, on October 19, 2017 in Bucharest at Caro Hotel.

 Read Full article »
Preparing for the new future

Business shared services in Romania is by nature a flexible, mobile and diverse community and in this context, local markets develop their own particularities to address the global changes, to adjust to new dem

 Read Full article »
Latest News  
 
about us | newsletter | contact | members area
Copyright © 2015 by Diplomat Media Events Design by Diplomat Media Events