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.
Register now for immediate access of HFS' research, data and forward looking trends.
Get StartedIf you don't have an account, Register here |
With the exception of our Horizons reports, most of our research is available for free on our website. Sign up for a free account and start realizing the power of insights now.
Our premium subscription gives enterprise clients access to our complete library of proprietary research, direct access to our industry analysts, and other benefits.
Contact us at [email protected] for more information on premium access.
If you are looking for help getting in touch with someone from HFS, please click the chat button to the bottom right of your screen to start a conversation with a member of our team.
