From the earliest days, best practices have decreed that shared services incorporate some version of outsourcing in their delivery model. In terms of optimizing performance – i.e., tapping into resources not otherwise readily available – outsourcing proved its value time and again.
But times have changed.
New technology is standing the original BPO value proposition (cheaper FTEs) on its head and customers are demanding more than just lower-cost resources or to offload tasks.
In partnership with Enlighten, SSON surveyed APAC and ANZ-based customers to find out just how well outsourcing was working for them these days. Not so good, it turns out.