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This IDC study presents a comprehensive overview of the key considerations that end users should look into in making the right BPO partner. Even though BPO is still at its developing stages in many parts of the APEJ region, there are many lessons that can be drawn from past engagements to ensure that future BPO deals minimize the pain, the dollars lost, and the frustrations felt by companies during implementation.
This study is of value to both end users and service providers in answering the following questions:
What is the market demanding that is currently not being met in BPO deals? What are the gaps and where are the pressure points in BPO engagements? What are some prudent steps to take to ensure that necessary due diligence is done before deciding on BPO? How has the nature of BPO deals changed over the years and what should end users be looking out for in this complex and fast-changing BPO landscape?
"Companies need to realize that BPO is about smart delegation, not total abdication, of responsibilities when it comes to the outsourcing engagement. The entire BPO process is a collaborative approach on both the vendor's and the client's part to ensure that frustration, pain, and unnecessary costs are minimized," says Conrad Chang, senior analyst, BPO Services, IDC Asia/Pacific.
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