A failure to implement effective engagement is harming BPO relationships according to research commissioned by arvato UK & Ireland.

87 percent of 100 BPO clients felt there was something limiting the outsourcing relationship with only 2 percent responding that they felt that their BPO provider was ‘very engaged’ and only 56 percent viewed there provider as being a trusted supplier.

Matthias Mierisch, CEO and Chairman, arvato UK & Ireland, said: “Just because BPO includes the word process, trusted partnerships shouldn’t stop there. If a client’s goal is to achieve fundamental improvements or real growth, it requires people and partnership too!”

Martyn Hart, Chairman, National Outsourcing Association, added: “Outsourcing is long term. All things are subject to change so flexibility is paramount. It is essential for both the customer and supplier to be aligned so that they each understand where the other is going, and how this helps them accommodate change, or even better, anticipate it.”

Visit arvato at www.arvato.co.uk for the full research documentation.