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...

Changing demographics of Workforce

  Frank Casale discussing changing demographics with Allegis.

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

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

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

Marketing BPO – opportunities and techniques for increasing efficiency in...

Frank Olivieri, President & COO, Marketing Solutions, Williams Lea and Matt Swain, Associate Director, Document Outsourcing, InfoTrends discuss marketing BPO and case studies.

Midmarket Outsourcing: A Triple Play Value Addition

Though Outsourcing has become a well-adopted strategy for growth, delivering phenomenal value to organizations of all sizes, it is still being perceived as a valuable business strategic option for large enterprises only. Small and midsize businesses contributing to nearly 65% of global GDP, representing more than 90% of all businesses and employing more than 90% […]

My Advice to the Outsourcing Advisors

The outsourcing marketplace has indeed changed over the past half dozen years or so. What people are outsourcing, where they are outsourcing to and even who is doing the outsourcing has changed quite a bit. I address these trends and their impact in my Outsourcing 2.0 white paper at http://www.outsourcing.com/outsourcing2/

NelsonHall’s John Willmott Talks ‘Digital BPO’ & 2016 Marketplace Outlook

NelsonHall CEO John Willmott recently sat down with Outsourcing Institute President Daniel Goodstein to discuss Transformation within Outsourcing and Digitization of BPO services. Hear NelsonHall’s research data which takes on the hype and tells the real story of where outsourcing is going, effects of digital technologies, process improvements, pricing & governance models. In addition to […]

By- Outsourcing Institute

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.

By- Outsourcing Institute