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Best practices for BPM customers – the top ten

Best practices for BPM customers – the top ten

Best practices for BPM customers – the top ten

During my 16 years at Infomate I have been privileged to work with some amazing clients around the world. I’ve enjoyed working with them and learnt so much and benefited from the very insightful interactions that really enriched my understanding of client – service provider relationships and set me thinking on some of the best practices in getting the best out of your outsourcing provider and business relationship that lasts.

Some of the wonderful and very positive interactions with clients that came to mind include

These experiences gave immense confidence to the delivery teams, endeared the client and their business to them, gave them immense understanding and passion for the for their work, was a huge motivating factor, helped with retention and were an important factor in establishing a long-term partnership.

Based on these incredible experiences I have listed my top ten suggestions for clients of outsourcing and off-shore services, on some best practices that will help clients get the best out of their outsourcing relationships.

  1. On-site transition visit
  2. Physical visit to the delivery centre
  3. Know the team,
  4. Strong rapport with team leader and senior leadership
  5. Encourage innovation, best practices
  6. Celebrate milestones
  7. recognize exceptional performances
  8. Quarterly reviews, annual visits
  9. Look at win-win in formulating agreements, deliveries
  10. Continue to explore new areas of work with which the off-shore team could be enriched, enhanced and strengthened

I would like to acknowledge the foresight, concern and beautiful sprit of friendship and partnership of our many clients over the years that has been such a blessing to infomate and has given rise to this article!

Infomate (, is one of Sri Lanka’s most accomplished BPMs with experience serving clients across the world. With experience serving clients in diverse industries in over 10 countries Infomate has gathered a wealth of experience managing different relationships and meeting industry specific KPIs. We prioritise relationships and trust and pride ourselves in the spirit of innovation. We regularly share best practices, automation and benchmarks and passionate in our quest for excellence

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