Automation

Talent

Analytics

High Performance BPO and the Value Multiplier Effect

According to this year’s Accenture High

Performance BPO Report, about 1 in 5 companies

have found the key to extracting the most benefits

from their outsourcing engagements.

What are the secrets of these high performers?

They share a common mindset that sees BPO as a

value multiplier rather than a process substitute.

Two traits rose to the top in this year’s survey:

technology and talent.

Technology

A provider’s ability to bring specialized technology solutions and expertise is becoming a critical factor in unlocking new forms of value from BPO.

Talent

BPO providers and buyers alike are finding that talent—both in the retained organization and among providers—is becoming a critical success factor in BPO.

Technology advancements such

as automation and analytics

are altering the balance

between talent and technology

in the top-performing BPO

relationship.

Transaction Processing and Automation

Bottom layer: Automation technologies replace task-based transactions.

Deliver industry insights and expertise

Automate repetitive transaction processing

Identify trends and opportunities

Analytics

Middle layer: Analytics identify trends and opportunities to predict and capture business benefits.

Talent: Insights and Expertise

Top layer: Providers need people with different skills due to new technologies and innovations.

In high-performance BPO relationships, the company and its service provider work together to

multiply the potential business value of the relationship.

High performers also target more strategic outcomes than do their peers.

BPO is in the midst of a dramatic and rapid evolution—from a commodity and transaction-based focus

to one centered on insights and business outcomes. Ultimately, it is the right blend of technology and

talent that will separate the winners from the also-rans in the rapidly changing arena of BPO.

69% 27% 78% 19% 76% 38%

Access to industry and process expertise is an important priority for high performers

Access to industry and process expertise is an important priority for high performers

High performers say that the BPO relationship enabled the augmentation of the talent pool

The Role of Technology and Talent in High Performance BPO

The Pyramid of Work

Creating Value

67% of high performers include business benefits beyond cost in making their business case

65% of high performance BPO relationships consider competitive advantage to be an important priority business case

65% of typical performers consider low cost of service in top 3 sources of value

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23% compared to just 23 percent of typical performers

Speed

Analyze and interpret the data analytics

Apply industry and functional knowledge to deliver actionable insights and outcomes

IncreaseStandardizationAccuracy Productivity

Identified ways to use data from the service provider to capture additional benefits

Consider the analytics provided by the service provider as an important component of the BPO relationship

65%high

performers

of high performers

typical performers

high performers typical performers

75% 22%