Imagine your chagrin: You bought a sophisticated new audio system for your home, and all the electronics retailer did was deliver it, plug it in and leave.
Given what you had hoped the system would provide—to say nothing of what you paid for it—you had assumed that an expert would help you set up the equipment and explain how to position the components properly for an optimal experience, how to operate the system, how to troubleshoot problems and so forth. After all, the system is meant to change the way you listen to music, and if the retailer fails to help you achieve that change, it’s unlikely you will understand the system or use even a small percentage of its overall functionality.
In much the same way, today’s buyers of outsourcing services have expectations for their BPO partners and suppliers that go well beyond just setting up the function or process and meeting basic service levels. They expect the BPO relationship to deliver better overall performance and positive strategic outcomes.