When a company replaces one BPO vendor with a new partner, they expect a dip in performance as the new partner gets up to speed. A sophisticated outsourcer measures the expected trade-off in performance over the short term and builds that into their cost-benefit analysis of making the change. However, predicting the success of the ramp period is an inexact science. A BPO provider can shorten the ramp time through a solid onboarding strategy reinforced with flawless tactical execution.
David O’Sullivan, a business process expert and co-founder of Chazey Partners, shared tips revolving around the importance of strategic partnerships in launching new BPO relationships in his article, “Strategic Sourcing: 10 Tips on Managing Your BPO Vendor”. Read O’Sullivan’s piece for more information, but here’s a bird’s eye view: