Outsourcing Dilemma: The Search for Competitiveness, The

Some things a provider needs to know

Experience suggests that outsourcing service providers often fail to understand what potential clients are looking for when they originally begin a search for a provider. In particular, they fail to understand that the client will probably be looking for different things at different times in the negotiations. For example, when first creating a short list of potential providers, the client will probably consider the following factors in descending order of priority.

Credibility – how much experience does the provider have, i.e. how many existing clients? Reliability – does the provider satisfy its clients’ needs? Flexibility – does the provider work to only one set work pattern, or is it flexible enough to ...