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...

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

Twice the Output for Half the Price

The pace of change in today’s market is exceeding our collective pace of learning. Services and pricing are changing, but our commercial models were not designed for this new world.

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The New Contingent Workforce: What Drives the Future of Work...

The use of today’s contingent workforce raises many critical questions for the employers who hire them. From understanding the psychographic and fiscal drivers that motivate these workers, to the macro-economic issues that guide larger workplace dynamics, employers are challenged. They are challenged by needing to know what impresses, attracts and retains this group sufficiently enough […]

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Next Generation Vendor Management

Frank Casale, Founder & CEO, Outsourcing Institute and Institute for Robotic Process Automation, Craig Nelson, Managing Director, Alsbridge and Jim McDonnell, General Manager, ServiceGrid BU, Cisco share best practices and insights on next generation vendor management.

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Transform your business processes through robotic automation

Companies across the globe are looking to grasp the opportunities presented by advanced technologies, disruptive business models and emerging social/mobile collaboration. With these themes shaping business process service engagements, there’s a growing need to radically change the problem-solving mindset to reduce, streamline and eliminate repetitive process work. Automate critical business processes using Dell Automated Full-Time […]

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By- Dell

Duplicates payments: Vendor ledger analyses and payments recovery project brings...

Coca-Cola Enterprices (CCE) has initiated a business transformation at a global level that includes its organizational structures and its business operating model. Capgemini’s understanding was that CCE’s overall goal for this outsourcing project is to increase effectiveness and efficiency to bring CCE’s Finance & Accounting function to near “world class” performance. One of the most […]

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Neo Group Chairman, Atul Vashistha, discusses Automation & Analytics Driving...

Global advisor, author of 3 books (Outsourcing Wisdom; The Offshore Nation; Globalization Wisdom) and frequent speaker. Founded Neo Group in 1999 with a singular focus on helping companies better leverage analysis and advice on global services and sourcing to achieve business objectives and address business challenges.

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By- Outsourcing Institute

Indian Outsourcing: When ‘Yes’ is not ‘Yes’

Have you ever asked a question, got an answer that sounded like ‘YES’ and then later discovered it wasn’t? Most people working with an Indian outsourcing company can relate to this. Why does this happen? The root cause is most likely cultural differences. These differences impact time orientation, response to authority and ultimately decision making, […]

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