Rethinking BPO Models: Benefits, Pitfalls, and Trends
BPO (Business Process Outsourcing) was conceptualized back in the 1950s, came to fruition in the 1990s and by the 2000s was a universal component of corporate strategy.
The multi-sourcing model appealed to large corporations with global reaching, complex Customer Experience (CX), and Trust and Safety (T&S) operations. However, it increasingly became the norm, and today companies large and compact, including fast-growing startups, allocate 3-5, sometimes up to 10 vendors to each project, which makes understanding the different types of BPO providers essential.
Do companies make decisions according to their specific needs, the benefits, and the pitfalls of each model, or do they follow broader BPO relationship trends?
