The BPO market continues to be going through an extraordinary period of change – as the underlying basis for service delivery continues to shift from traditional labor-based arbitrage models to more transactional, data-led, and outcome based models.
We continue to see the model shift from the traditional KPI / cost saving and efficiency world much more toward genuine business solutions. We can see this highlighted by the shift in attitudes toward offshoring – we have seen from recent survey work that the focus within the services buying community has shifted away from offshore and is increasingly looking at newer ways to add value.
This report looks at the industry landscape for BPO services, providing a list of the leading players in the market by revenue.
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