Landscape Report

The Business Process Outsourcing Services Landscape, Q1 2024

Forrester’s Overview Of 23 Providers

January 23rd, 2024
Vasupradha Srinivasan, Principal Analyst
Vasupradha Srinivasan Principal Analyst
With contributors:
Ashutosh Sharma , Arjun Kalra , Bill Nagel

Summary

You can use business process outsourcing (BPO) services to lower the total cost of operations, mitigate technical and transformational talent and skill gaps, and ensure business continuity and support for operations. But to realize these benefits, you’ll first have to select from a diverse set of providers that vary by size, type of offering, geography, and business scenario. Customer experience (CX) and customer service leaders should use this report to understand the value they can expect from a BPO service provider, learn how providers differ, and investigate options based on size and market focus.

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