Global Best Practice

One Global Industry Perspective

Throughout 2023 we will continue our work with our global partners on the Global Technology & Business Services Council, of which the GSA are a founding member. The GT&BSC is an alliance of leading industry associations around the world.

We plan to commission and publish research on buy-side organisations’ drivers and plans for outsourcing and GBS and their satisfaction therewith, as well as collating all the nations’ size, employment and pay data into one centralised repository to help members better understand the propositions of different geographies.

We have united. It’s now time to unify this to one global view of the industry.

One Global strategic sourcing standard

The GSA's entire program is about developing and disseminating best practice across all aspects of strategic sourcing across the breadth of the sourcing eco-system. Our ambition is to make that global, and working hand in hand with our US partner, IAOP, we are exploring the opportunity to create one global standard that strategic sourcing functions can become accredited to.

We have united. It’s now time to unify this to one global view of industry best practice - a view that is independent and verified by 100s if not 1000s of unique organisations around the world.

competencies & capabilities

This technology and business services industry is by its very nature global, yet we continue to hold it back by confusing both buyers and service providers by developing national skills frameworks all around the world, using different language and classifying roles and competences differently.

We have united. It’s now time to unify this to one global view of the competences and capabilities of the professionals working in our industry.

We will start this looking at the roles in CX – so that buyers all around the world can more easily understand what they are buying from the different delivery destinations around the world

We are actively working with South Africa, Egypt, Philippines and the US among others on this initiative.

future of cx

In addition to creating commonality of language and skills frameworks, we will work together to create one global vision for the future of the CX industry and profession - a vision that elevates the industry from the misperceptions of cold calling agents to brand advocates that are dedicated to resolving customer queries to deliver both customer retention and upsell opportunities.

This work will attract more professionals to enter and stay in the industry and will ensure their pay enables good livelihoods for workers and their families – wherever they are located

When negotiating CX, we must remember we are effectively buying people at the end of the day and it cannot be a race to the bottom.

Standardisation

A move to standardisation is fairly common across many industries, but ours has been late to that party.

Interest in standardisation is gathering pace at speed – why waste time and money reinventing wheels if there are tried and tested industry documents available to use?

GSA’s contracting workstream spent all of 2022 drafting and reviewing an industry standard professional services agreement, which supports a schedule of work. This work will continue throughout 2023.

Soon over the line will be the NDA and following swiftly the independent contractor contract – suitable to be used across common law jurisdictions.