本文以企业资源理论(RBV)和社会关系理论为指导,探讨了BPO服务商的两种关键能力:流程管理能力与关系管理能力,认为它们是BPO服务商的竞争优势来源,并据此提出BPO服务企业中流程业务人员、流程管理人员和关系管理人员是企业急需的人力资源瓶颈。因此,需要配置高素质人才管理流程和维护客户关系,这是BPO企业人才需求的个性特征。 Under the guidance of RBV and social relations theory, this paper explores two key capabilities of BPO service providers: process management capability and relationship management capability, and considers them as the source of competitive advantage for BPO service providers. Based on this, it proposes BPO Service business process business processes, process management and relationship management staff is the urgent need for human resources bottleneck. Therefore, the need to configure high-quality talent management processes and customer relationships, which is the personality characteristics of BPO business needs.