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...

Talking Digital BPO with Anupam Govil of Avasant

Join Outsourcing Institute’s Daniel Goodstein as he sits down with Anupam Govil, Partner at consulting firm Avasant and Program Chair of the upcoming Digital BPO Innovations Conference, as they discuss Digital transformation, BPaaS & new business models. This interview will: Discuss what “Digital” means to clients and the effects of “Digital Disruptors” on the outsourcing […]

By- The Outsourcing Institute

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 […]

By- The Outsourcing Institute

Compliance & VMS Technology: Clients Identify Areas Where MSP Vendors...

NelsonHall recently published its 2017 Managed Services Programs (MSP)1 market analysis and NEAT vendor assessment, as part of which we interviewed the clients of leading MSP vendors to ascertain satisfaction levels across a range of MSP service criteria. And while we found that MSP is largely meeting or exceeding client expectations, there are a few […]

By- NelsonHall

Speed of Deployment Key to ROI Realization in Cloud HR

NelsonHall’s recently published (July, 2017) Targeting Cloud-Based HR Services market analysis report estimates the global cloud-based HR services market to be $15.2bn, and this is expected to continue its growth trajectory (~6.3% CAGR) to reach $20.6bn by 2021. With the largest portion of the market coming from cloud implementations (~44%), it’s interesting to find that […]

By- NelsonHall

Is this a New Beginning for Industry-Specific BPO?

Extract from presentation ‘Outsourcing Game Changers & the New Digital Economy’ April 2016 by NelsonHall CEO, John Willmott Where is the Internet of Things currently being deployed? Click below to view.

By- Nelson Hall

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

HRO: A Year in Review & 2017 Preview

Following several years of growth, the HR outsourcing market continues to ride the crest of the wave, and is gearing up for a prosperous 2017 following investments across all service lines. We will shortly be publishing an in-depth blog on HRO predictions for 2017, but first I take a quick look at what happened in […]

By- Nelson Hall

Introduction to Robotic Process Automation

Raheem Hasan, CMO, IRPA, Frank Casale, Founder & CEO, IRPA, Thomas Young, Founder & Managing Partner, Rumjog and Pat Geary, CMO, Blue Prism discuss the first two chapters of the ebook Introduction to RPA, A Primer.  They cover Beyond Pressing a Button: The Automation of Automation and From Transactional to Analytical: The Upside of Robotic […]

By- IRPA

Solving the CIO’s Challenge For More Efficient and Resilient Business...

The CIO’s job is getting tougher every day. New obstacles to IT “normalcy” increase the complexity of management. The obstacles include BYOD and services-based IT delivery models, unexpected malware and security threats, and expanded compliance mandates. IT leaders are faced with greater management complexity and the looming impact that every second of downtime has on […]

By- IRPA