Automation, analytics and talent are driving greater value in today’s BPO. In this year’s High Performance BPO Report, we examine what the leaders are doing to drive greater value from their BPO relationships.

1. 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 technology 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 BPO
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
Increase
StandardizationAccuracy 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%
Automation
Talent
Analytics