SESSION 8 – STUCK IN THE CAPTIVE MODEL?
Mindset shift wanted – Will BPOs (finally) become more than just friends in a cost-pressure macro
environment?
• We all know it is a 6-7 year cycle, but it sometimes feels needed to go for it – how to be better prepared for it
“this time”?
• Pushing partners to take on the process improvement and automation costs to reap
• the benefits of their quality upgrades
• Pains vs. gains: Can it really be identified before the romance begins?