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Business Process Outsourcing
Our Business Process Outsourcing (BPO) team incorporates specialists in the selection of, and implementation of BPO contracts, including programme management (contract mobilisation), strategy and insight into client buying requirements, financial modelling for PbR and contract profitability analytics. We would be delighted to discuss your opportunities and challenges and how we may be able to help.
Business Process Outsourcing spans the delivery of front office (customer facing) processes, back office (generic business) processes and middle office (business specific, operational) processes by a third party to improve cost and / or quality of delivery.
Costs versus value
On-going economic challenges are both a blessing and a curse within BPO. Potential clients looking for opportunities to cut their own costs means an increase in opportunities but at the same time a heightened desire to get more for less. This squeezes margins and adds contract risk.
In the case of Government there is an increasing interest in outsourcing frontline services on a Payment by Results (PbR) basis. This requires a greater focus on transformation and quality, not just efficiency, as well as expertise in new, more risky, contracting models and heightened reputational (political) risk.
Financial services represents the largest private sector segment for BPO. The current instability in this sector presents new opportunities, for example e.g. consumer credit checks, credit card processing, payment processing, conveyancing, but is also subject to the greatest regulatory scrutiny, e.g. relating to offshore / trust administration services.
“Whether you focus on financial services, the public sector, niche industries, onshore or offshore, we have the breadth and depth of experience to bring meaningful insights to your business.”
Nick Jeal, Partner, Business Process Outsourcing Sector Lead
Deloitte is is proud to be BSA’s Associate Member.
We believe that our partnership with BSA sustainably benefits the industry as we continue to develop unique insights which Business Services companies look at to grow and compete.