A Pulse Check for Your Outsourcing Partner

July 15, 2018



Your organisation made the decision to outsource a part or all of it’s customer facing interactions, evaluating several potential outsourcing providers and selecting the best fit for your business’s needs at the time.


However, the answers to the questions you asked when you initially selected an outsourcing partner, may have changed.


Is Your Current Outsourcing Arrangement Still a Good Fit?


Business requirements can rapidly change in today’s era of digital disruption. As a result, an assessment of the outsourcer/client relationship and the alignment to your business’s strategy and customer expectations must be regularly reviewed. Points for consideration include:

  • The financial model you first agreed upon was, and still is, dependent on the level of operational responsibility and service level agreements (SLAs) borne by your outsourcing provider. Often this balance changes as your requirements evolve (your business either takes on more responsibility for these functions or relinquishes some control as the relationship progresses). A review is required to make sure you are getting what you are paying for.

  • Does your current outsourcing partner have the resources to cater for your future business needs? If you have grand plans to expand your outsourced team, does your current provider have the recruiting capability, available quality facilities and prior experience to allow this expansion?

  • Do you have the ability to capture your customer experience insights? What are you doing with this information?

  • Traditional outsourcing focuses on increasing or retaining the number of resources originally agreed. Robotic Process Automation (RPA) and Artificial Intelligence (AI) advancements are often not congruent with this model, the aim being to decrease reliance on human capital and in turn costs. Due to the fear of reducing revenue, outsourcing providers are yet to embrace RPA or AI.

 In addition to the above outsourcing strategy watchpoints, using an experienced team to perform an external audit can uncover irregularities that are often not immediately apparent, such as:

  • Inefficient IVRs causing a poor customer experience, as well retaining superfluous resources to cope with the overflow.

  • Sharing of supposedly dedicated resources between the outsourcer’s other clients.

  • Data security risks and potential breaches.

  • An audit of the time spent managing and monitoring the performance of your outsourcing partner. Is the relationship really saving you the money that you first thought?

How Can a Third-Party Assist?


Exceed Global consultants have vast experience both working client side (working with an outsourcing provider to optimise customer experience) and vendor side (working with some the largest outsourcers in technology delivery, contract negotiation, project management and compliance among many other functions).


Using a consultancy to help improve your outsourcing relationship is no different to using a buyer’s advocate when purchasing a house. It pays dividends to have someone on your team that knows the market, potential pitfalls to look out for and will ensure that your customer’s interests are at the heart of negotiations.




Luke Cottom

New Business Strategist

Exceed Global


0435 730 978







Follow us on Twitter    |    Like us on Facebook    |    Follow us on LinkedIn


team@exceedglobal.com                                                      1300 44 88 88



Share on Facebook
Share on Twitter
Please reload

Featured Posts

Customer Journey Mapping Training

May 30, 2018

Please reload

Recent Posts

October 25, 2018

September 20, 2018

Please reload

Please reload

Search By Tags
Please reload

Follow Us
  • Facebook Basic Square
  • Twitter Basic Square
  • Google+ Basic Square

Level 14, 330 Collins Street

Melbourne, VIC, 3000


Legal Notice: The content of this website is proprietary information, and is the intellectual property of Exceed Global (Exceed) and must not be used in any manner without the prior approval of Exceed as applicable.


© Exceed Global

1300 44 88 88