Decide whether to outsource
- Define the need, volume and outcome.
- Weigh in-house capacity vs partner support.
- Consider the risks alongside the benefits.
- Set a budget and success definition.
Decide what and how
- Choose the model that fits (or a blend).
- Shortlist partners on fit, not rankings.
- Pilot where possible.
- Agree scope, SLAs and data terms.
Run it well
- Govern with clear owners and a cadence.
- Track honestly against expectations.
- Mitigate the known risks.
- Plan transition in and out.
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