Business process outsourcing (BPO) decision makers are failing to understand the "critical" role played by IT in the practice, a new study indicates.
Market research by EquaTerra has indicated that BPO buyers in Europe and the Americas lack comprehensive understanding of how to account for IT solutions in the BPO sourcing and solution design process.
The IT service offered by BPO providers of call centre solutions and other processes were given an average importance score of 4.36, up 17 per cent from last year's study.
Meanwhile, 88 per cent of this year's respondents said that IT was very or somewhat important to BPO success.
However, managing director of research with the company Stan Lepeak said that the IT topic and the buyer's IT group tends to be underrepresented in the BPO process.
"As a result, poor planning around IT needs and issues in BPO frequently becomes a common root cause of BPO problems," he said.
Call centre outsourcing is known as front office BPO, as opposed to the more internally-focused back office BPO.
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