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Next generation outsourcing implies the usage of advanced capability and technology in human capital management, process engineering, quality control systems, analytics, technology innovation, and mobility applications to shape consumer experience. This session will explore how Servicers can use outsourcing to optimize quality, cost, service and delivery and change the game in terms of customer experience. Examples of best practices and innovation in business process outsourcing will be presented with recommendations for what Servicers should expect from modern outsourcing relationships in terms of value beyond just cost arbitrage. ROI and value generation will be defined in concrete terms to give Servicers areas of opportunity for improvement in expense control, customer retention, operating efficiency and scalability.

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