Automation, analytics and talent are driving greater value in today’s BPO. In this year’s High Performance BPO Report, we highlight the businesses and service providers who, together, are realizing lasting value from their BPO relationships.

1. High Performance
BPO and the Value
Multiplier Effect
November 2015
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2. High Performance BPO and the Value Multiplier Effect
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
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Technology Talent

3. High Performance BPO and the Value Multiplier Effect
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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4. High Performance BPO and the Value Multiplier Effect
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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5. High Performance BPO and the Value Multiplier Effect
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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6. High Performance BPO and the Value Multiplier Effect
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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7. High Performance BPO and the Value Multiplier Effect
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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8. High Performance BPO and the Value Multiplier Effect
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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9. High Performance BPO and the Value Multiplier Effect
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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10. High Performance BPO and the Value Multiplier Effect
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 the
rapidly changing arena of BPO.
To learn more, please visit www.accenture.com/bpo.
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