Outsource service providers (including business process outsourcing) face challenges engaging different levels of customers’ management. Outsourcers have long seen as providing specialized talent, particularly in information technology, back-office-paperwork, and compliance business processes. As competition increases the pools of talent ‘warehoused’ by outsourcers are not always suited to more sophisticated customer requirements.
Competitive Pressures
Competition has also changed as the broader industry of outsource services has changed with enterprises like Kyndril. The competition for experienced and strongly credentialed staff, like that hired by high end consultants like McKinsey, Bain, Boston Consulting, or the MAS-groups at auditing firms, are often uninterested or too expensive for traditional foreign-based outsourcers to retain if not ‘on project’. In short, the outsource provide talent most often available to be applied to customer requirements are experienced with very specific requirements, frequently backgrounded in information technology, and have academic credentials not as widely recognized in many global enterprises. Competitors frequently have similar talent and are seen as comparable by potential global enterprise customers.
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