End-to-end approach: Taking a more holistic path toward value, high performers consider the entire, end-to-end business process to be in scope within the BPO arrangement.
Partnership mindset: High performers consider their BPO provider to be a strategic partner, and the two parties collaborative closely.
Effective change management: The best BPO relationships consider the workforce and organizational impacts of operational and business change and they execute change management effectively.
Value beyond cost: In high-performance BPO, both client and provider acknowledge the importance of cost reduction, but also focus on additional improvements in organizational performance.
Targeting strategic outcomes: High performers aim for specific strategic outcomes from a BPO arrangement that can be measured and that can help achieve, competitive advantage.