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...

Digital Transformation – Taking Shared Service Models to the Next...

Shared services are a well-established key lever in business transformation, leveraging centralized operations, standardization of business processes and platforms, and outsourcing to reduce costs of operations. Organizations are now taking the power of shared services to greater levels through digital transformation using agile applications to rapidly redesign, automate and optimize business processes. View the replay […]

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By- The Outsourcing Institute

Overcoming the Challenges of Shared Services: How automation can help...

Shared service solutions for accounting, document processing and other areas are seeing unprecedented adoption rates. In a 2017 survey on shared services, over 53% of respondents said they used shared services to perform three or more functions, up from just 20% in 2013. [1] The reason for this adoption is clear. Centralized services shared among […]

By- Hyland

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 Labor – Impact on Outsourcing

The past two years have seen tremendous technological advancements in robotic process automation (RPA), intelligent automation, cognitive computing and Artificial Intelligence (AI). These disruptive technologies have moved from hype to reality, as the benefits of “digital labor” eclipse the benefits of physical labor. Nowhere more acutely is this felt than by the outsourcing community. Read […]

By- Raheem Hasan

South Africa and CMS BPO Services: The Importance of Conversational...

NelsonHall recently attended the latest BPM Summit in Cape Town organized by BPeSA (Business Process enabling South Africa), the official trade body for the outsourcing and contact center industry in the Western Cape. The event provides an opportunity for potential investors, analysts, providers, and government officials to interact. Here I take a look at the […]

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By- NelsonHall

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

Payroll Services Vendors Need to Redouble Efforts to Introduce New...

NelsonHall recently published its 2016 Targeting Payroll Services market analysis and NEAT vendor assessment, as part of which we interviewed the clients of 16 payroll vendors across North America, Europe, and Asia Pacific to ascertain their expectations and satisfaction levels across a range of payroll service criteria. Below is a small selection of the results […]

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By- NelsonHall

Getting the Most out of Digital Business Transformation

Exciting BPO innovations are accelerating the rate of business change. As the latest technologies are explored and adopted, today’s businesses are poised on the brink of a new age of exponential gains in productivity and performance. In this timely webinar, Xerox will demonstrate using specific case histories how they are assisting their clients on the […]

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By- The Outsourcing Institute

The Digital State of Media & Entertainment

It is no secret that the traditional media and entertainment industry has experienced extraordinary value destruction in the past 20 years. The music industry right-sized from $26.6 billion in 1999, to $14.9 billion in 2015. Print media lost the fight for classified advertising to Craigslist, Yelp, and Groupon, and legacy brands like the New York […]

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By- Avasant

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