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...

Vendor Selection Webinar

Paul Pinto, Managing Partner, Sylvan Advisory and Donald Mones, Managing Director, GlobeSource Partners discuss the vendor selection process, top five reasons why standard vendor selection process fails to produce the desired results, preferred approach to selecting a vendor, and the real benefits.

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

What’s on the Minds of CXO’s Investigating RPA & Intelligent...

Our new Cognirati video blog, created by IRPA founder Frank Casale, delivers a sneak peek into what CXOs are most concerned with when it comes to RPA & Intelligent Automation.  From getting clarity on industry jargon, figuring out where to started, deciding whether to make vs. buy, sorting out the pricing confusion and understanding where […]

By- Frank Casale
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Building a Foundation: The Role of the VMO in Regulatory...

Complying with regulations on third-party oversight represents an urgent imperative for banks and financial services firms. Oversight of any given third-party provider involves a number of functions and business units with widely varying priorities and areas of focus, and requires clearly delineating lines of responsibility and ownership. A Vendor Management Office (VMO) can play a […]