The key to successful business process outsourcing depends on the buyer and service provider building a mutually constructive relationship. This means that outsourcing must benefit both parties.
From the point of view of the buyer, the focus is on gaining as much value as possible while minimizing spending and contractual and operational risks. An established BPO company with a proven track record looks to offer excellent service to retain existing clients and attract new ones, while maintaining its financial viability. So priorities and concerns can be competitive. To forge a mutually beneficial relationship, both parties need to understand each other’s goals.
Business process outsourcing companies need to focus on developing models that offer:
- Customized services to meet the requirements of their clients – medical, legal, corporate, financial, media, public and private sector, and so on.
- Seamless and timely delivery of solutions
- Optimizing value at minimal risk to the client
- Technological expertise that keeps pace with the times
Reliable outsourcing companies have delivery centers in locations where efficient labor is available at low cost, and are therefore able to provide client-specific BPO services at affordable rates.
The client should not have unreasonable demands given the allotted resources or try to shift too much of the risk on the service provider by pushing for unrealistic implementation targets. Clients should partner with a service provider that can achieve results using acceptable techniques, adhere to standards, and has quality resources to deliver customized solutions at budget-friendly rates.
Building a mutually constructive long-term relationship can have immense benefits for both the client and business process outsourcing company.