Sandoval viewed outsourcing as a gradual relationship building that takes time. Wee shared the same sentiment, adding that the relationship with a vendor should be regarded more like a "high-value partnership".
According to a live poll, almost half of the attendees (49 percent) voted 'overall QoS' as the top consideration when choosing an outsourcing partner, which was in agreement with the CIO Asia survey findings revealed earlier.
From a provider's perspective, Chan focused on two major areas - operation and customer relationship.
"NTT possesses over a hundred years of operation experience. We are located at the hometown side of Japan, where we often experience natural disasters such as earthquakes. We always operate in a very extreme environment, but this highlights that we are still able to deliver good service to our customers despite the circumstance. We are very resilient in our service delivery," said Chan.
"Secondly, QoS also boils down to the customer relationship itself. The provider must be able to understand the business culture and business requirements of the customers, as well as its regional needs. This will help them to better understand the customer; and in turn, meet or even exceed the customer's expectations," he added
Building on this view, Ting said that providers must also consider how they could continue to ensure the QoS was delivered throughout the contractual period, and this was where the cultural fit and account management would come into play. As a whole, providers must learn to be proactive and flexible to accommodate customer's requests to ensure better service delivery.
Another live poll revealed that majority of the attendees (42 percent) were unwilling to outsource security. Sandoval reasoned that customers did not want to give up control of what was most critical to them.
"Once customers build a good relationship with their outsourcing vendors, they will learn to slowly give them more trust. Eventually, they will get comfortable enough to entrust their critical business functions to be outsourced," he added.
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