Business process outsourcing is an increasingly competitive area with a changing competitive landscape. In order to differentiate themselves, vendors have had to work much harder on driving efficiencies outside of just wage arbitrage, and rethink how BPO services should be delivered.
Table Of Contents :
FUTURE TRENDS IN BPO DELIVERY
Wage arbitrage is not enough
The repackaging of platform BPO
Business outcomes: a realistic goal?
IT and BPO convergence
BPO and the cloud revolution
Invest in the appropriate technology
Do not obsess about true outcome-based pricing
Cloud computing will increase competition
List of Figures
Figure 1: The BPO platform transformation model versus the proprietary process-layer model
Figure 2: Cloud computing deployment timeframe
Figure 3: Barriers to adoption of cloud computing
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