Measuring BPO Success: Client Transformation is the Goal

Significant cost savings and the long-term value of a partner dedicated to improving medical claims processing are the two main reasons for outsourcing to GTESS. Add to that no upfront capital required, no technology infrastructure to maintain, fewer overhead resources and facilities to afford — and the benefits of outsourcing start to make overwhelming sense.

In addition, there is an important evolution in measuring outsourcing success industry-wide. In the early days of BPO, our clients managed to service-level agreements (SLAs) and tracked claim-level accuracy. They were mostly interested in our ability to meet operational standards and provide same-level quality and accuracy, at a lower cost. Today, clients manage to higher levels of customer satisfaction and, ultimately, revenue goals. They are most interested in our ability to help them compete: to support top-line growth and bottom-line strength through consistent quality-based technology and improved operational performance.

However success is measured — whether with cost reductions or process improvements, outsourcing will continue to be the key ingredient in a growth-focused strategy for payers, networks and health plans.

InformationWeek Research Survey, 2005