More Customer Experience Management Research
The HfS BPO Top 50
This PoV examines the leading Business Process Outsourcing suppliers by revenue, giving HfS view of the Top 50 providers globally. Over the last few years, we have presented a top IT services supplier list, and this year we are presenting a Top 50 BPO list as well.
Ever since the recession of 2008 and the subsequent recovery, the shape and direction of the BPO business has been challenging to predict. A popular myth in the sourcing world is that a poor economic climate leads directly to offshore-centric outsourcing to drive out operating costs; however, this is just not the case. During the 2008 recession, outsourcing growth took a significant hit as many enterprise organizations shied away from radical business decisions.
In spite of some economic recovery in recent years, market conditions have remained challenging as enterprise buyers questioned the true ROI of outsourcing business processes. While there is clearly money to be saved through labor arbitrage, many enterprises have invested in their own shared services centers to drive productivity, believing they can drive their own savings through centralization, internalized offshoring of work and better streamlined technology systems.
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