When it is used
- Mixed steady and variable demand.
- Core roles in-house, peaks via partners.
- Scarce roles needing specialist reach.
- Scaling without fixed overhead.
Advantages
- Control on core, flexibility on the rest.
- Scales with demand.
- Specialist reach when needed.
- Balances cost and capacity.
Limitations
- Needs clear boundaries and coordination.
- Governance across internal and partners.
- Consistency across channels.
- More moving parts to manage.
Governance considerations
- Define scope, roles and decision rights.
- Agree SLAs and a review cadence.
- Confirm data ownership and lawful handling.
- Agree commercial terms and exit/transition.
Decision framework
- Match the model to role difficulty, volume and timeline.
- Weigh control versus flexibility for your context.
- Consider in-house capacity honestly.
- Consider a blended model across needs.
- Pilot where possible before committing.
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