In an era where organizations are searching for increasingly elusive cost-savings and productivity gains, business process outsourcing (BPO) remains a crucial tool. However, what was once seen as a simple cost-saving tactic of lift, shift, and benefit, outsourcing has matured into a much more challenging and layered practice. Outsourcing to farshore locations typically realizes initial benefits, but the challenges created by over-reliance on night-shift labor and time-zone constraints are proving harder to ignore. Clients’ long-held struggles over visibility, responsiveness, and control are growing as Global Business Services (GBS) look to integrate and outsource tasks that are more customer-facing, complex, and high-value.
This report discusses the role of BPO in this new reality. How traditional outsourcing relationships and location strategy must evolve to remain relevant and meet rising customer expectations. Whether you are re-negotiating an existing BPO contract or outsourcing for the first time, this report provides crucial insight into the factors that will make your journey a success.
Key Insights include:
- Exclusive benchmarking data from SSON Research & Analytics and Chazey Partners, which shows why and how peers and market leaders work with business process outsourcers (BPOs).
- The Strategic Case for Nearshoring: An examination of the value of nearshoring to locations such as LATAM and insight into other popular GBS locations.
- 5 Essential Factors to Examine when Reassessing Your Outsourcing Model.
- The Role of Flexible Delivery Models such as Chazey’s Flex BPO.
- An examination into next-generation pricing and contracting for BPO partnerships.
