The Next Generation of BPO and Shared Services

From Business Process Outsourcing to Business Transformation Outsourcing

Businesses have relied on Business Process Outsourcing (BPO) providers, mostly in offshore locations, for decades. However, expectations for BPO providers are rapidly changing, based on the impact of automation and other technologies, as well as the desire of many companies to keep higher value-added, knowledge-based services in-house. On this podcast, Brad Hairston talks with Sachin Shah and Anup Juneja of Bain & Company, who explain the latest trends in BPO and Shared Services and how this industry is going through significant reinvention.

Here’s what we talked with Sachin and Anup about:

• The major trends in Business Process Outsourcing (BPO) and Shared Services
• How Bain supports clients in their automation and BPO/Shared Services journey
• Exploring automation as an alternative to traditional outsourcing/offshoring
• The drive toward more agility in centralized services
• How increased automation potential impacts the trend towards reshoring
• The required capabilities for BPO and Shared Services staff in today’s business environment
• What companies are looking for in BPO providers
• The move toward outcome-based contracts for offshore centers
• What’s next for BPO and Shared Services

Related content you may enjoy:

• Report | The Working Future: More Human, Not Less
• Podcast | Why Companies Need to Automate Faster
• Podcast | The Future of Business: C-Suite Planning for the World of 2030
• Podcast | Intelligent Automation's Impact on the C-Suite in the Next Five Years

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