What is high performance BPO?
In our 2015 High Performance BPO report, we shine a spotlight on the organizations that have embraced Business Process Outsourcing as a catalyst for improved efficiency, agility and long-term growth. Still, our research shows that very few businesses have found the keys to realizing the most value from their BPO engagements.
In the report, based on a survey of nearly 300 business leaders conducted by Everest Group, we offer clarity and insight into how leading companies are attaining high performance BPO and provide an action plan to put it to work for you.
Our 2015 High Performance BPO Report is based on a survey, conducted by the Everest Group, of 296 respondents representing BPO buyer organizations with revenues over $500 million.
Respondent profile:
All were in mid- to senior-level roles. Fifty-two were Vice President or above.
61% were from organizations with revenues greater than $5 billion.
All were from diverse industries and all major functional areas.
All were closely involved in managing a BPO initiative.
What is high-performance BPO?
High performance BPO relationships satisfy two criteria:
They meet basic financial objectives, perform at contracted service levels, and deliver consistent and predictable service.
They capture value beyond cost savings by:
a. providing flexibility for changing volumes
b. preparing for changing business conditions
c. improving the entire process
d. improving performance in other parts of the organization
e. creating additional sources of value in the future
f. delivering business outcomes not originally expected
g. increasing top-line performance.
A high-performance BPO relationship goes well beyond one that produces high levels of client satisfaction, or that simply meets performance targets.
It delivers business value for a company that exceeds that of its industry peers in a way that can be sustained over time—across leadership regimes and economic cycles.