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...

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

OI Executive Interview with Former Xerox CPO Gregory North

In this Executive Interview, Outsourcing Institute President Daniel Goodstein sits down with former Xerox Chief Process Officer Gregory North to discuss the new face of BPO, digital disruption and transformation and advice for both BPO clients and providers, as well as a preview of the upcoming Digital BPO Innovations conference. The interview examines: Industry perspectives […]

By- The Outsourcing Institute

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.

By- Avasant

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 […]

By- Avasant

RPO Client Satisfaction

Ask the Expert series with Frank Casale, OI, John Younger, Accoio, David Pollard, Talent Fusion and Larry Heckathorn, Human Capital Group.

By- Outsourcing Institute

Why business process outsourcing is being redefined as business process...

Service providers are continuously investing a great deal of effort to enable automation/artificial intelligence as part of their service offerings. The level of standardization of processes/activities related to BPO services make it a perfect candidate for automation. As we all heard over the last couple of months, service providers have continuously invested a great deal of effort to […]

By- Fabiano Rosa

How aligning with the organization’s strategy ensures outsourcing success

Although well thought upfront, the alignment of an organization’s strategy with their decision to outsource tends sometimes to be focused on short-term attainment of the organization’s bottom line and cost reduction targets. There are seven fundamental steps an organization may wish to follow to ensure the alignment with its strategy materializes it. Last month I […]

By- Fabiano Rosa

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.

Discussing the new Hewlett Packard Enterprise, Digital Strategy and RPA...

In this interview Dan Goodstein, President of the Outsourcing Institute sits down with Danila Meirlaen VP, Worldwide Business Process Services and Richard Mason, Chief Technologist of Business Process Services of Hewlett Packard Enterprise.

By- Outsourcing Institute