According to a survey by Ocwen Financial Corporation 42% of the respondents said they are likely to outsource at least some services within the next two years. The study, “Business Process Outsourcing: What Mortgage Industry Leaders Really Think,” asked mortgage industry leaders whether they were likely to outsource over the next two years, what they think are the motivating factors for outsourcing and what they think the key benefits to outsourcing were. Participants included mortgage brokers, servicers, correspondent and retail lenders.
The greatest motivators for outsourcing were reported as the growing cost of human resources, management accountability and increase in customer expectations. Also noted were access to state of the art technology and reducing or avoiding capital expenses.
”It has been our experience that companies that have been successful in the outsourcing arena generally have developed their approach by following four basic rules,” said W. Michael Linn, Ocwen’s Executive Vice President. “First, they began by establishing a clear strategic vision for how Business Process Outsourcing could best be utilized within the organization. Then, to ensure improvements were being made and documented and to reduce the risk of the investment, these companies leveraged a quality improvement methodology such as Six Sigma. Third, they applied the most advanced, proven technology infrastructures, and finally, these companies focused on attracting and retaining the most highly qualified and motivated staff.”
It should be noted that Ocwen has a Business Process Outsourcing division.