New industry research has prompted renewed calls for greater openness within the business process outsourcing sector, as concerns grow about trust, sales practices and how providers present themselves to potential clients.
David Neale, founder of accreditation specialist GBPO Solutions, responded after research revealed that 75 per cent of organisations seeking an outsourcing partner are not buying into BPO sales teams. The findings point to a disconnect between how services are sold and what buyers say they want from a BPO relationship.
The research, published by Ryan Strategic Advisory, also shows that accreditation plays a decisive role in partner selection. According to the data, 94 per cent of companies are more likely to choose an accredited BPO provider. In addition, 84 per cent said they would be keen to use industry specialists to guide them through the complexity of selecting a partner, provided those specialists were not receiving commission from the BPO.
Commenting on the findings, David Neale said: “This latest research undertaken across five key markets, including the UK, USA, Canada, Germany and Australia shows some staggering results, and that across several areas, the BPO industry needs to think differently when it comes to client attraction.
“It’s a shock to the market that two thirds of businesses simply aren’t trusting target-driven BPO sales teams or commission focused brokers and that’s a big red flag however you look at it. It’s clear that over-zealous practices are creating mistrust which is hampering the industry’s reputation.
“What businesses are saying is loud and clear – they crave authentic BPO partnerships with companies who are accredited and they can therefore trust the BPO’s credentials across important areas including policies, processes, people and technology. It’s a big decision for businesses to outsource so it’s vital that they have full confidence in their partner.
“The research clearly shows that trust and transparency are far more important than experience and price. The sector must not forget that clients are risking their brand, reputation, performance and customers – price is secondary to their most valuable assets.
“Overall, this latest research should be the moment that many BPOs hit the reset button. It’s a wake up call and the market clearly wants to partner differently with BPOs, and ones who are independently assessed.
“The great news is that as the demand for accredited BPOs grows, increasingly BPOs are waking up to the industry change and becoming accredited with a healthy variety of choices for clients in different countries and capabilities.”
The research suggests that buyers are placing increasing emphasis on BPO transparency and accreditation as they seek reassurance around governance, standards and long term partnership suitability. For many organisations, understanding how a provider is assessed and validated is becoming central to decision making.
As demand grows for accredited providers, the findings indicate a broader shift in expectations, with businesses looking beyond traditional sales approaches towards clearer, more transparent routes to forming BPO partnerships.
