What matters to you?

In an attempt to better understand the key issues that confront managers in the design and management of BPO relationships, I recently conducted a survey among 25 large to medium-sized firms that had outsourced one or more business processes to an external provider. Governance including relationship management, performance monitoring and control, risk management, and coordination and communication in the BPO relationship was identified as a primary concern by the respondent managers. What do you think? What are some of the challenges that you face in the management of your BPO relationship to which you would like some answers?