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
Ask the expert

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...

3×1 Interview – 3 outsourcing questions, 1 outsourcing expert

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

Analytics are the Key to Disruptive Customer Experience

Over the last few months, I have held discussions with a number of leading customer management services (CMS) vendors and their clients regarding the increasing need for advanced analytics to drive step changes in customer experience (CX). Here, I reflect on the changing role of analytics as they take centre stage as the key to […]

cmsbpo
By- NelsonHall

Ask the Experts- Vendor selection considerations: Part 2

Ask the Experts series with discussion of best practices for outsourcing.

Benefits Administration Vendors Need to Demonstrate Expertise & Strong Technology...

NelsonHall’s latest Benefits Administration Services NEAT vendor evaluation included customer interviews to ascertain current satisfaction levels and future expectations across a range of criteria. Below is a selection of some of the findings from our interviews with benefits administration customers.

benefits
By- NelsonHall

Booming Global Payroll Market Driven by Multi-Country Contracts

In NelsonHall’s recently published Payroll Services market analysis report, the payroll outsourcing market is forecast 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 […]

booming
By- NelsonHall

Building a Stronger Brand Through Your Contingent Workforce

Fred Winstead, VP of Human Capital Solutions, Allegis Group Services and Jeff Nelson, Creative Director Employee Branding, Allegis Group Services discuss building a stronger brand and the contingent workforce.

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Capgemini’s Lee Beardmore Discusses RPA in Business Process Outsourcing and...

Dan Goodstein, President of the Outsourcing Institute, talks to Lee Beardmore, Vice President and Chief Technology Officer, Capgemini Global Business Process Outsourcing. In this interview, Lee discusses RPA in Business Process Outsourcing and Gives Advice for Implementing Automation.

By- Capgemini’s

Changing demographics of Workforce

  Frank Casale discussing changing demographics with Allegis.

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