Data Snapshot

Outcome Metrics Trump Service-Level Metrics For Business Process Outsourcing Services

December 8th, 2023
With contributors:
Ashutosh Sharma , Arjun Kalra , Bill Nagel

Business process outsourcing (BPO) firms have evolved from handling traditional omnichannel front- and back-office workloads to providing next-generation services powered by insights, automation, and AI. This is changing how enterprises evaluate their BPO partners. In Forrester’s Business And Technology Services Survey, 2022, more global services decision-makers who are involved in partner management for their organization’s BPO service providers say they use quality (44%), financial (41%), and end-user experience (38%) metrics to assess their provider engagements than use service-level performance (32%). This is a snapshot of Forrester’s data on BPO services.

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