Business Process Outsourcing

Business Process Outsourcing (BPO) is the contracting of a specific business operation or process, such as customer service, finance & accounting, HR, recruiting, payroll or any other non-IT business function, to a third-party service provider, typically for a non-core competency to a provider with more specialized expertise, allowing the customer organization to focus on their main business or cut costs and maintain their position in the marketplace. BPO is often divided into two categories: back office outsourcing which includes internal business functions such as billing or purchasing, and front office outsourcing which includes customer-related services such as marketing or tech support.

John Willmott

CEO, NelsonHall
Content Chairperson
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John is founder and CEO of NelsonHall, the leading Outsourcing Research and Analysis firm, and is widely regarded as one of the world's leading authorities on Business Process Services (BPS).John remains actively involved in customer assign...

Next Generation Outsourcing and the Global Enterprise Model (GEM)

When Outsourcing Can Create Value through Fundamentally Changing the Way You do Business. This is an unparalleled time of transformation. Disruptive technologies such as cloud computing and the “as-a-service” model for software, infrastructure and platforms have led to fundamental changes in how IT services are organized, managed and delivered—whether they are outsourced, insourced or a […]

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By- WGroup

The Challenge of Achieving Customer-Driven Shared Services

The Impact of Disruptive Business Trends are Causing a Rethink of Shared Services. The concept and use of shared services have been around for almost 30 years. However, shared services have matured to a level of organizational standard practice for support services across multiple business units. Despite this evolution, the penetration of shared services that […]

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By- WGroup

Let’s make a difference: Managing compliance and operational risk in...

Overview Banks are facing expanding compliance expectations that are pushing compliance programs to the brink. The scope and nature of compliance have evolved and are no longer limited to rules-based banking regulations. Operational and compliance risks have become more complex and entwined, increasing the potential for failed processes that cause customer confusion and compliance control […]

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By- PwC

Search for new revenue in financial services

US financial institutions are finding it harder to secure new sources of revenue. Growing the top line is challenging as consumers grow accustomed to paying little or nothing for products and services. Banks, asset and wealth managers, and insurers are scrambling to find new ways to grow: organically, by introducing new services, through acquisitions, or […]

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By- PWC

Executive Interview: Outsourcing vs. Automation with Ian Barkin, Chief Strategy...

Join Outsourcing Institute president Daniel Goodstein as he discusses the changes to the Outsourcing business, the shift to automation and the successes and failures involved in RPA and automating Enterprises. The interview explores: The New Outsourcing and what is broken- Shift to Digital Benefits of RPA vs. Unrealiatic Expectations Best Practices for digital implentation: Build, […]

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By- The Outsourcing Institute

Booming Global Payroll Market Driven by Multi-Country Contracts

In NelsonHall’s recently published Payroll Services market analysis report, the payroll outsourcing market is forecasted to grow from $17.4 bn in 2016 to $21.8 bn by 2020. Growth is across all regions, with the greatest growth coming from multi-country payroll contracts. The multi-country payroll market is growing at three times the rate of the overall […]

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By- NelsonHall

The End of Outsourcing or a New Digitally-fueled Outsourcing? 3×1...

The End of Outsourcing or a “New Digitally-fueled Outsourcing? Outsourcing Institute President Daniel Goodstein Speaks to Founder Frank Casale About the Shift in How Work is Getting Done Daniel Goodstein: Isn’t Outsourcing dead? Recent reports are that Outsourcing contract values are down 50% and there are many analysts out there that insist that Outsourcing is […]

By- The Outsourcing Institute

Process Led Automation

Making Digital Transformation Work for You and Your Customers Digital transformation is dramatically transforming the landscape of business process outsourcing.  Automating out manual work in services the way manufacturing automated assembly lines offers the prospect of reducing variation, increasing velocity, reducing cost and improving quality – all at the same time. The “robots” here are […]

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By- Gregory North

Not Your Parent’s Outsourcing: How Digital Transformation is Changing the...

Like many people who are part of the Outsourcing Institute’s community, I have spent my entire career focused on process improvement, automation and outsourcing. These are concepts which I have studied and applied for decades, and their use has been key to my professional success.  However, if you’re like me, you may have noticed that […]

By- Christopher Surdak, JD

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