Effective engagement is about creating an agile approach to outsourcing that allows the right type of partnership to develop. One that focuses on delivering the best results for both partners and one that can evolve with changing needs. But, how does this approach differ across sectors, services, objectives and company types? Are there commonalities that we can all learn from? And, fundamentally, does effective engagement make a difference to the impact of a business outsourcing programme?
- Our clients Microsoft, Sefton Metropolitan Borough Council, Bosch, Chesterfield Borough Council and Universal Music Group share their experiences and honest views on what engagement means to them, and how it’s improved the impact of their outsourcing programmes.
- We outline the findings of an industry study where our research partner asked 100 senior BPO clients probing questions about where their outsourcing relationships are today and what they’d like to see in the future.
- Industry experts from academia, consulting firms and industry analyst organisations share their observations on the importance of partnership in outsourcing.
- Finally, we draw some conclusions from the perspectives in this report and our own experiences.