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High performance business process services and the value multiplier effect

Talent, technology and leadership drive the greatest value in high performance business process services.

Overview

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.

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WHO ARE THE HIGH PERFORMERS?



According to Accenture’s 2015 High Performance BPO Report, only one in five companies have found the key to extracting the most benefits from their outsourcing engagements.

19% of BPO relationships met both criteria for High Performance BPO in 2015.
60% of relationships were classified as "typical" in both 2012 and 2015.

What’s their secret?

Those high performers–the ones experiencing transformational value–share a common mindset that sees BPO as a value multiplier rather than a process substitute.


Diagnostic: Are you a High Performer?

WHAT DIFFERENTIATES?

TECHNOLOGY’S ROLE

TALENT’S ROLE

LEADERSHIP’S ROLE

BACKGROUND

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