The Role of IT in BPO Success

The Role of IT in BPO Success

The Issue: Assessing the Role of IT in BPO Success

2008 Market Study Update

by: Stan Lepeak, Managing Director, Research, EquaTerra

Business process outsourcing (BPO) is typically viewed – as the name implies – as a “business” initiative. It is EquaTerra’s position, however, that information technology (IT), both as an organizational unit and a collective set of applications and systems, is a critical component of the success of any BPO effort. Buyers must clearly understand the enabling and debilitating impacts that the chosen provider’s IT environment, as well as their own current and retained IT environment, will have on their BPO efforts. The BPO sourcing process must thoroughly assess the capabilities of candidate service providers’ IT solutions. And BPO decision makers and stakeholders must ensure they personally possess or have access to the adequate skills, experience and knowledge to manage the IT dimensions of their BPO efforts.

Click here to access the article, as well as a whitepaper detailing the findings from the last two years’ editions of this study