Good communication is key to IT outsourcing success

Good communication between a business and its IT outsourcing partner is essential if the venture is to succeed, according to industry experts.

Customer service outsourcing firm QPC has said that performance indicators within the service agreement between a company and its outsourcing partner are crucial to the partnership as they state what is important to both parties.

Martin Blacher, director of marketing for QPC, said: "Businesses should also be working with their outsourcing partners to forecast the likely demand…within the coming period so the outsourcing partner can provide enough personnel to accomplish this within the service level chosen.

"Tracking the outsourcing performance is not so much of an issue as deciding what to track. These performance indicators need to be written into the contract."

He added that with customer service outsourcing agreements organisations need to make sure they defend their brand reputation and decide on the performance measures and rules that mean that they are doing this, with similar if not the same rules applying to IT outsourcing deals.

An increasing number of businesses are outsourcing tasks which are not their primary service or product to a third party firm in order to increase their productivity and the ease with which their company runs.

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