Also,
you gain access to the BPO provider’s
considerable investments in technology
and people. The BPO sector continues
to buck the recessionary trend. Analyst
IDC predicts the UK market alone will
be worth $75 billion by 2006, and Ovum
has predicted growth at 15 per cent
in 2002-3.
There have been problems with outsourcing,
but predominantly where companies saw
it purely as a way of cutting costs
(and staff). Lack of planning has also
been a problem, and some outsourcing
suppliers failed to invest in the appropriate
infrastructure.
To help ensure your BPO project succeeds
you need to analyse carefully what
constitutes a core activity and what
can be outsourced. Then you need to
choose a partner – but cost is
not the best criterion. A proven track
record, accreditations and membership
of industry bodies and, above all,
the partner’s culture, processes
and policies are all key factors. You
also need to consider security and
legal compliance. You need the best
possible culture-fit between you and
your supplier to ensure a solid business
relationship.
|
