Business Process Outsourcing:
A Broad-Brush View
April 13, 2011
Copyright © 2010 Accenture All Rights Reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture.
BPO: Painting the Picture
•Accenture in BPO
•The Evolution of BPO
•Selecting an Outsourcer
•The Outsourcing Engagement Cycle
•Pricing an Outsourcing Arrangement
Accenture in BPO
Accenture has been a major player in BPO for more than 20 years
20
Years of
BPO
Experience
36,000
350+ 150
50+
38
BPO clients
Delivery
locations
Languages
supported
Countries
serving client
operations
BPO
Professionals
And is recognized in the marketplace for its BPO capabilities
Named #1 for three
consecutive years
in the 2010 Global
Outsourcing 100
(2008, 2009, 2010)
Won 5
consecutive
years
(2005 – 2010)
Copyright © 2010 Accenture All Rights Reserved.
Ranked #1
leading
Outsourcer
(2007)
Winner Best Mature
Outsourced
Services Delivery
with Microsoft
(2010)
3
The Evolution of BPO
Late 90s
“Market Frenzy”
Geo Focus
1st Gen
Early 2000s
Move to Off
Shore
2nd Gen
Mid 2000s on
“Opex
is King”
3rd Gen
Today to
Tomorrow
“ Insight”
4th Gen
Future
“True OnDemand”
5th Gen
NA
NA
NA/Europe
NA/EALA
Global
Large standalone
Focused on
changing processes
Global Delivery,
multi-client
Industrialized
delivery, higher
value functions
Increasingly
customized by
process
10
7
5
5
Varies
Industry specific
Increasingly tied to
Top-Line strategic
priorities
Scope
Length
Industry/
Offerings
Engagement
Platform
Client
Wants/Value
FS Industry
HR
More industries
HR, F&A.
Procurement and
Payroll
All industries
All of the back
office with Pilots in
the mid office
Industry specific
All of the Back
Office and moving
into Mid and Front
100% re-badge
Few profitable
contracts
Pioneer Partnerships
Off-shoring is key
Deliver cost
reduction business
case
Deliver cost
reduction and
increasingly topline benefits to
client
Using pilot client
platforms
Move towards
1:Many platforms
Use providers
platforms
Use providers
platforms
Lift and Shift
Cost Savings
Process Operational
Stability
Global Delivery
Cost savings
Process
excellence
Global Delivery
Cost Savings
Proc-Excellence
Industry Depth
Analytical Insight
Innovation
Instant cost
reduction
Increasing top
line contribution
Cloud
Flexibility
Industry Depth
Analytical Insight
Standardized Tech
Innovation
4
Selecting an Outsourcer
Once a decision to outsource is made, landing on a provider will depend in
part on your initial approach
Copyright © 2010 Accenture All Rights Reserved.
5
The Outsourcing Engagement Cycle….
Although the steps to agreement may vary, a rapid and fulsome exchange of
information is almost always key to success
Copyright © 2010 Accenture All Rights Reserved.
6
….and How Long it May Take
In general, the smaller the agreement, the quicker it can be executed
Copyright © 2010 Accenture All Rights Reserved.
7
Pricing an Outsourcing Arrangement
Pricing an arrangement will depend on a number of criteria—including
objectives, anticipated length of the agreement and appetite for risk
Copyright © 2010 Accenture All Rights Reserved.
8
Chris Metzger
Chris Metzger
Senior Executive, Customer Care BPO Operations Lead - Canada
Chris is responsible for overall management of BPO operations in Canada,
including responsibility for more than 2000 people across multiple centres. Chris’
teams perform customer care, finance & accounting and procurement activities on
behalf of many large North American corporations.
Chris has been in the customer care industry for 16 years, including more than 10
years with Accenture. This has included roles as global command centre lead,
solution architect for new contract opportunities, project manager for the
construction of a green-field BPO site, and director of collections for the Canadian
utilities practice. Chris has spear-headed the movement of back-office work offshore
for a number of major clients and works closely on a daily basis with the global
delivery teams in Asia, Europe and South America.
Chris is based in Accenture’s Toronto office and can be contacted at
chris.metzger@accenture.com
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