The future of outsourcing: Let's talk innovative, agile, strategic commercial modelsCCA PARTNERS
Despite the many difficulties of the pandemic, the Business Process Outsource (BPO) industry is arguably experiencing the most extensive adoption of outsourcing services in a generation, revealing common themes and new challenges to overcome.
Outsourcing buyers are keen to optimise their partnerships to maximise investments in people, data, technology, and transformation. Against this backdrop, organisations are looking for certainty related to performance, requiring commercial arrangements that boost confidence in their partners and offer more than the traditional—and frankly unsustainable—cost-to-serve model, which centres on billing for large numbers of transactions.
Outsourcers have an obligation to recognise this buyer shift, with our approach being the development of a model that has proven to be transformational in delivering clients the certainty they require in this incredibly uncertain time. The concept relies on strategic, outcome-based partnerships, where clients and outsourcers work together on shared commercial objectives. Most notably, this approach involves sharing the risks and rewards of outsourcing services, relieving the pressure from clients’ purchasing decisions.
This article will explore the fundamental tenets of this evolving commercial model, highlighting how innovation, flexibility, and agility can enhance an outsourcing strategy and lead to success for both sides of the partnership.