Walk a Mile in Your BPO Provider’s Shoes

This byline article by Adam Cummins, director, offers insights into establishing better quality BPO provider relationships and thereby gaining better long-term results. Sample excerpt: “Organisations that enter business process outsourcing (BPO) transactions inevitably experience challenges with BPO providers – often resulting from unmet expectations, difficult transitions and erratic steady state delivery. While it is reasonable to expect the value promised by a provider to be delivered quickly and consistently, walking a mile in a BPO provider’s shoes can help buyers understand the typical challenges BPO providers face when taking over execution of business processes from their clients. This knowledge can help buyers proactively prevent or mitigate common BPO relationship frustrations...”

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