Strategic Resource Management for Success in Offshore BPO Relationships

After you’ve made a strategic decision to outsource to an offshore firm, the next big question to tackle is determining which sourcing framework to adopt. There are many frameworks available, and each should be analyzed in light of your company’s unique requirements, characteristics, and business objectives. Mantra’s Resource Team will assist you throughout the process of analyzing all of the available options, offering full use of our resources and experience to help you identify the sourcing model or combination of models that offers the best match to your needs.

There are hundreds of high-quality offshore service providers. Some of these firms operate sales offices within the US, and they typically have higher operating costs than the second category of outsourcing providers, whose entire operations are conducted offshore. Labor cost differentials between the US and other countries often mean that these wholly offshore firms offer the best ROI and value.

To initiate the analytical process, Mantra’s Resource Team will help you identify the highest-quality providers in the service area that best fits your needs. Next, all of these providers will be evaluated, assessed, and ranked based on criteria and parameters that you have defined. Finally, several of the top-ranked providers will be shortlisted for your final consideration. We will also provide any additional decision-making support during this phase of the process.

The next step involves contract negotiations, in which the exact terms of the contract and project benchmarks are defined and established in one or more legal documents. In some cases, there will be more than one provider for the same service or project.

After a provider selection has been made, the process enters the contract management phase.  The purpose of Contract Management is to ensure that the contractor is adhering to the terms of the contract and providing the requested services in a manner that is consistent with the benchmarks set forth for the project. The contract management phase begins when a signed contract is received, and it concludes when the contract services have all been satisfactorily delivered, accepted, and paid for, and all associated contract paperwork and files have been archived.