重新调整：优先考虑客户和员工的战略资源

Strategic Resourcing ThatPrioritizes Customers and HBRAnalyticServices Rebadging isn’t just about efficiency—it’s about empathy Companies around the globe areincreasingly realizing the need to focuson what they do best—their core busi-ness. As a result, many are deciding todelegate noncore functions to partnersthat excel at them. However, when it capabilities to get it right. Rebadgingrequires industry knowledge, tech-nological sophistication, and an With decades of expertise managingcomplex business transformations, TPcan deliver a smooth rebadging pro-cess—handling everything from cul-tural integration and detailed transition While outsourcing has a track recordof improving efficiency and agility, itcan come with complex challenges—namely, high-profile layoffs, culturaldisruption, and a detrimental impacton employee morale. However, compa- Simon WieschemannSenior Vice President We need to stop seeing employeetransitions as a problem to “solve” andrecognize that they are an opportunity.With the right partner, rebadging pro-vides a chance to create a better, more Enter rebadging. Unlike traditional out-sourcing models, rebadging focuseson a seamless transfer of employees toa business services partner, preserv- Your employees are your assets.Protect them, empower them, and fos- Rebadging strikes that perfect balance. However, there’s a reason rebadgingcannot be left to just anyone. To suc-cessfully execute this nuanced processwhile keeping employees and cus-tomers at the heart of every decision, Rebadging Strategic Resourcing That Prioritizes In a time of rapid change, companies are seeking strategicways to shift noncore functions such as customer serviceto gain the financial benefits of moving from a capitalexpenditure model to an operating expense model.By removing the associated assets from their balance HIGHLIGHTS With societal and marketplacechanges coming more rapidly thanever, organizations areseekinggreater help in addressing theircritical but noncore functionsby using a business process BPOs have positioned themselvesat theforefront of technologicalinnovation, particularly in areas ON AVERAGE ,outsourcing reducesorganizations’ costs by 16%, accord-ing to the 2024 ISG Market Lens BPOStudy by Stamford, Conn.-basedtechnology research and advisory firmInformation Services Group (ISG). 64% of organizations now outsourceat least some of their CX operations,according to Frost & Sullivan, a marketresearch and consulting firm head- While there are several ways toshift noncore functions to provid-ers, an approach called rebadging isgaining traction. Unlike traditionaloutsourcing, which typically involvesreplacing existing staff with the BPO’spersonnel, rebadging transfers all or As organizations face increasingpressure to deliver exceptionalcustomer experience whilemanaging costs and maintainingcultural continuity,rebadging hasemerged as a strategic solution But to gain strategic as well asfinancial value from such a move,companies are prioritizing BPOs thatcan offer advanced technological Eighty-one percent of companies believe theneed to refocus on their core operations would Aurelius Group “Organizations going through the rebadging processget to keep the employee expertise, which directlyimpacts the overall customer experience delivery,” saysSebastian Menutti, an industry director with Frost & Sulli- back-office functions using a rebadging approach. Thereport will examine best practices for the rebadging model,the benefits of this approach, and how organizations can A survey by the Aurelius Group, a London-based invest-ment company, found that 81% of companies believe theneed to refocus on their core operations would drive themto carve out noncore functions. This strategic imperative Multifaceted Benefits With societal and marketplace changes coming morerapidly than ever, organizations are seeking greater help inaddressing their critical but noncore functions by using a “Given the importance most organizations now place oncustomer experience, the role of customer service becomesmore important as a touchpoint in which brand promisesare either fulfilled or not,” says Martin Hill-Wilson, founder “When you look at BPOs, they’ve built out amazing infra-structure for customer service operations—they have processmanagement, program management, and great technology,”says Kate Leggett, an analyst with Forrester Research Inc., atechnology research firm based in Cambridge, Mass. “Compa-nies that are fundamentally product companies may not have Global capabilities and innovative technology havebecome the primary drivers of outsourcing decisions,ranking above traditional cost considerations. Accordingto a Frost & Sullivan survey, 50% of respondents cited each While there are many approaches to rebadging, typi-cally, a company’s employees who are transferred workin the same area rather than relocate. Any additional The shift toward valuing expertise over cost savingsaligns with emergin