Ready for outsourcing 2020?
You’d better be …
New research from the National Outsourcing Association (NOA) predicts that outsourcing is on the rise as 2020 approaches. 70% of companies say they expect to outsource more in search of competitive advantage. That’s good news of course. Providing you’re ready for the new relationship clients expect to have with you.
Geoff Land, Managing Director of Infinity CCS, highlights 3 major changes you’d better prepare for …
Outcomes replace outputs
If your client reports are dominated by operational metrics that talk about what you’ve done rather than what you’ve delivered it’s time for a rethink. 92% of clients say they expect to contract for business outcomes rather than operational outputs. Your ability to win business will depend on your readiness to commit to revenue, cost and customer experience improvements.
Your margin on the line
If you’re banking on business as usual it’s time for a shakeup. Clients look to you for business transformation – and 69% expect you to share the risk involved in achieving it. In particular 95% expect the importance of digital transformation to rise. Your margins will depend on your ability to introduce new channels and innovative technologies that deliver a step change in customer engagement.
No more command and control
If, when clients tell you to jump, you ask ‘how high?’ your days are numbered. The command and control model that’s dominated outsourcing relationships in the past is being replaced by partnership and collaboration. But, relationship management, collaboration and objective alignment top the list of areas clients most want outsourcers to improve. In 2020 your ability to win business and keep it will depend on sharing your clients’ challenges – and providing insights that help overcome them.