What Is the Client’s Role in the Outsourcing Relationship?

It’s a prescription for disaster when clients don’t stay involved in the client-provider relationship

David Nitzsche, Senior Vice President of Supply Management, AmeriQuest Business Services
David Nitzsche, Senior Vice President of Supply Management, AmeriQuest Business Services

Cherry Hill, N.J.July 17, 2014—“Making a success of the relationship between the client and the provider of outsourced business functions is a shared responsibility,” said David Nitzsche in a blog on the AmeriQuest Business Services website. “Its importance cannot be overstated.”

According to Nitzsche, the senior vice president of supply management, the relationship of a client and business process outsourcing (BPO) provider is more complex than a traditional purchaser/vendor connection. “That’s because these providers are actually more like strategic partners who are dedicated—not just to sell you service—but to actually help you grow your business. Unfortunately, some companies feel that once they sign an agreement, their involvement ends. That’s a prescription for disaster.

The blog lists a number of client-side responsibilities that need to be addressed for a successful working relationship. These include:

  • Clarity. Before the contract is even signed, every stage of the process must be planned, defined, and agreed to by both client and provider.
  • Hierarchy. Since problems, questions and issues arise as work goes on, there needs to be a chain of command on the client side with defined channels and responsibilities.
  • A positive outlook. The very word “outsourcing” can sometimes send a chill through employees worried about the security of their own jobs. Employees should understand they can focus on ways to help the company grow instead of focusing on low-value-added tasks.
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