We have noticed a trend in the criteria for selecting an outsourced provider, the second time a provider is chosen proximity, speed-to-quick results and industry vertical experience play a much larger role.
- Proximity (location of service delivery) – There are three types of outsourcing delivery options:
- Remote, over-the-phone and online support with infrequent visits on a quarterly or semi-annual basis.
- Outsourcing provider assigns part-time liaison, account manager, or representative who visits and works on at your operations on a regular basis. Liaison supported by experts and shared services remotely.
- Provider places full-time account manager and/or generalists on premises and supports with specialists and/or shared services remotely.
- Total Cost of Ownership (TCO) & Return on Investment (ROI)
- Industry Experience
- Client Satisfaction & Attrition Rates
- Technology Systems Expertise and Fit
- Project Communication
- Scalability & Flexibility
- Best Practices and Process Methodologies
- Business Continuity and Risk Mitigation
- Organizational Fit (Culture, Language, Policies, Methodology)
Outsourcing Scorecard for Selecting a Partner:
The criteria for decision making should be weighed according to the business goals and their long-term effect on a business’ objectives and goals for valuation. More outsourcing best practices can be read here.
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