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...

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 […]

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By- NelsonHall

Ask the Experts- Vendor selection considerations: Part 2

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

Avoiding the “Ditch”: Making an effective transition to outsourcing

Mike Whilton, Deloitte Consulting speaks about the common pitfalls of transition, transition lifecycles & impacts, leading practices for transition planning & execution, and important factors for transition completion.

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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.

Customer Management Services in 2017: Delivery & Transformation and Industry-Specific...

NelsonHall’s principal Customer Management Services analysts take a look at how the CMS market will shape up in 2017, with predictions for CMS delivery & transformation from Ivan Kotzev, and industry-specific predictions from Vicki Jenkins.

By- Nelson Hall

Digital – The Key to Unlocking Operational Transformation: Impact of...

Today’s companies are no longer satisfied with traditional slow-burn outsourcing models. To achieve improvements in business outcomes as well as step changes in process costs, they must match skills with new “digital” competitors, with the following objectives: Greater automation and digitalization of both front- and back-office activity resulting in a step change in both cost […]

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By- Outsourcing Institute

Digital – The Key to Unlocking Operational Transformation: Impact of...

Today’s companies are no longer satisfied with traditional slow-burn outsourcing models. To achieve improvements in business outcomes as well as step changes in process costs, they must match skills with new “digital” competitors, with the following objectives: Greater automation and digitalization of both front- and back-office activity resulting in a step change in both cost […]

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By- The Outsourcing Institute

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