The State Of Outcome-Based BPO Service Engagements

December 27th, 2023

With contributors:

Ashutosh Sharma , Arjun Kalra , Bill Nagel

Enterprises are looking for transformational customer lifecycle management services, requiring stronger partnerships with business process outsourcing (BPO) providers. To foster a collaborative environment, enterprises have started using outcome-based contract pricing to fulfill the need; this has tangible benefits, although it’s still far from a perfect solution. This report describes the state of outcome-based BPO service engagements, the challenges enterprises face, and the benefits of outcome-based contracts.

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