High Performance BPO: The Value Multiplier Effect
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High Performance BPO and the Value Multiplier Effect May 2015 #BPO
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Transcript of High Performance BPO: The Value Multiplier Effect
High Performance BPO and the Value Multiplier Effect
May 2015
#BPO
2Copyright © 2015 Accenture. All rights reserved.
The secrets of BPO high performers
According to the 2015 Accenture High Performance BPO Report, about 1 in 5 companies have found the secret to extracting the most benefits from their outsourcing engagements.
Those experiencing transformational value share a common mindset that sees BPO as a value multiplier rather than a process substitute. What critical success factors rose to the top?
Copyright © 2015 Accenture. All rights reserved. 2
Technology Talent
3Copyright © 2015 Accenture. All rights reserved.
Digital Technology is changing theway companies…
Work, serve customers, drive innovation, manage operations, support the workforce, and more. Enterprises are under pressure to:
•Be agile and flexible with their global operating model
•Innovate faster and take new capabilities to market
•Reduce costs by moving on-premise technology to the cloud
69% of high performers said gaining access to technology in a BPO
relationship was important; only 27% of typical performers agreed.
high performers typical performers
4Copyright © 2015 Accenture. All rights reserved.
To realize the value from BPO, companies need to invest in Talent
Our research confirms that focusing on talent is a distinguishing feature of high-performance BPO
High performers say that the BPO relationship enabled the
augmentation of the talent pool
Access to industry and process expertise is an important
priority for high performers
high performers typical performershigh performers typical performers
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Human involvement is needed in the new Pyramid of Work
Technology advancements such as automation and analytics are altering the balance between talent and technology in top-performing BPO relationships.
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Deliver industry insights and expertise
Identify trends and opportunities
Automate repetitive transaction processing
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The Pyramid of Work
Transforming transaction processing and automation
The lowest layer represents repeatable, task-based transactions. Here, automation technologies can transform this type of work by:
Increasing Speed Accuracy Standardization Productivity
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The Pyramid of Work
The critical spectrum of analytics
The middle layer represents analytics capabilities. High performers use data and information from the services of a BPO engagement to identify trends and opportunities that can predict and capture business benefits.
of high performers affirm the importance
of analytics
75%
Similarly, 65 percent consider the analytics provided by the service
provider as an important component of the BPO relationship.
65%
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The Pyramid of Work
Tapping into Talent’s insights and expertise
The top layer represents the industry insights and expertise from a company’s talent. New technologies and innovations are changing the kind of skills that providers need to deliver the greatest value to clients. Buyers and providers must focus on developing talent that can:
Analyze and interpret the data and analytics
Apply industry and functional knowledge to deliver actionable
insights and outcomes
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High-performing BPO companies work with providers to multiply value
In high-performance BPO relationships, the company and its service provider work together to multiply the potential business value of the relationship.
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67%of high performers include business benefits beyond cost in making their BPO business case
65%of typical performers consider low cost of service in top 3 sources of value
65%of high performance BPO relationships consider competitive advantage to be an important priority business case
23%Compared to just 23 percent of typical performers
10Copyright © 2015 Accenture. All rights reserved.
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. The right blend of technology and talent will separate the winners from the also-rans in the rapidly changing arena of BPO.
To learn more, please visit http://www.accenture.com/bpo.
How can you create value from BPO?
