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...

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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Driving Digital Transformation from the CIO Suite

When done right, digital transformation can produce real, impactful results. We present here a client case study of a digital transformation project for Greater Toronto Airports Authority.

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By- Avasant

Duplicate Payments: Vendor ledger analyses and payments recovery project brings...

A leading beverage company launched a business transformation initiative at a global level that included its organizational structures and business operating model. The overall goal for the outsourcing project was to increase effectiveness and efficiency to bring the company’s Finance & Accounting function to “world class” performance. One of the most important goals of the […]

Ensuring Your Governance is Fit Purpose

Ensuring your governance is fit for purpose.

Evolution for RPO

  Casale interview with Allegis discussing the meaning of integrated talent.

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

Executive Interview: The Changing BPO Marketplace with Concentrix President Chris...

BPO isn’t what is used to be. Clients pushing for digital transformation, changing labor models & the introduction of automation technologies are changing the Customer Engagement landscape…or are they? The Outsourcing Institute’s Daniel Goodstein recently sat down with Chris Caldwell, President at BPO firm Concentrix, to discuss the changing BPO marketplace, new client demands for […]

By- Outsourcing Institute

Finance and accounting outsourcing re-contracting

Buyers of business process outsourcing (BPO) services are potentially missing an opportunity to improve the quality and reduce the price paid for services when contracts are simply extended at the end of their term. Many service providers are happy with this status quo, lacking the incentive to invest in modernizing the contract. At the same […]

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