High Performance BPO and the Value Multiplier EffectNovember 2015

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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?

The secrets of BPO high performers

Technology Talent

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Digital Technology is changing the way 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.

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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

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Human involvement is needed in the new Pyramid of Work

Technology advancements such as automation and analytics are changing the balance between talent and technology in top-performing BPO relationships.

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 Standardization ProductivityAccuracy

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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

Similarly, 65 percent consider the analytics provided by the service

provider as an important component of the BPO relationship.

65%75%

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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.

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

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How can you create value from BPO?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 therapidly changing arena of BPO.

To learn more, please visit www.accenture.com/bpo.