ASQ Claims BPO Dissatisfaction in Survey
Satisfying businesses that outsource back-shop processes can be a challenge, according to a new report from ASQ.
The survey was conducted last month among more than 300 ASQ members and customers, the global quality network said.
Only about a third of survey respondents said they felt they were getting good value or meeting performance metrics from their BPO investment, citing assigning and retaining quality people among areas of concern. Meanwhile, 57% said they were "substantially dissatisfied with their providers in the area of innovation and making process improvements," ASQ said.
The respondents said improved communications and staff training allowing for more creativity and innovation and meeting deadlines would all help improve BPO satisfaction.
Two-thirds of the financial institutions that responded said they were outsourcing back-office services such as accounting, compliance and IT, while 21% said they were outsourcing human resources and quality assurance management and 18% said the same of facilities services and security.
Formerly known as the American Society for Quality, Milwaukee-based ASQ administers the Malcolm Baldrige National Quality Program awards and other standards and training programs and has a global membership of 85,000 professionals.