Stakeholders’ Digital Agendas Are Shaping the BPO Top 50

One of the most powerful forces driving BPO market changes over the past five years has been the shifting importance of offshore and labour arbitrage as a value lever to outsource. Some of our latest survey research shows that although operations managers and C-Suite executives still demand cost savings, they increasingly need operations to act as a digital underbelly for more digitally aligned businesses.

Although offshore and labour arbitrage will not be the primary value of lever for BPO as we move forward, the C-Suite continues to demand efficiency and cost savings. Operations staff have to seek additional routes to deliver the dual cost drivers of delivering cost efficiencies and serving as a digital underbelly for their organisation.

These trends are driving acquisition and partnership within the leading BPO (and technology) services companies. Traditional players are opting to protect market share and their ability to drive efficiency through scale while buying technology-centric skills to prepare for increased market demand for value-added services.