Outsourcing drives corporate innovation, says survey

22 May 2015

Business process outsourcing (BPO) professionals see their role as a force for innovation and change in their organisations, according to research.

A research study from industry analyst HfS Research, sponsored by Capgemini, found three-quarters of BPO executives are motivated by the intellectual challenge of their roles.

The BPO Profession in 2015: Today's Accidental Career Path, Tomorrow's Capability Broker looked at views from 540 enterprise service buyers, providers and advisors, and highlights their views on BPO as a career.

It said that 88 per cent of BPO professionals with over 10 years of experience viewed their role as driving change in their organisation.

Eighty five per cent of buyers, 92 per cent of service providers and 87 per cent of advisors agreed that BPO should be a force for innovation and change.

More than two-thirds of respondents, 67 per cent, said that skills to drive business outcomes beyond cost reduction were significantly increasing in importance.   

The research also looked at the issue of robotic process automation impacting the future security of BPO jobs. It found that only 6 per cent of respondents felt threatened their jobs will be eliminated by automation.

Some three out of four professionals at BPO service providers believe technology has raised the value and potential of BPO as a career choice. Four out of 10 BPO service buyers view analytics acumen as critical to their BPO career.

Report co-author, Barbra McGann, senior vice president of research at HfS, said: "Effective capability brokers in BPO are creative hands-on operations executives who work for either the buyer organisation or service provider to help define problems, pinpoint opportunities and new ideas, and shape solutions, tapping into internal and external resources. They bring an entrepreneurial spirit to the table.

"To keep them engaged, this valuable role in helping organisations be effective in the emerging as-a-service economy requires a much more comprehensively defined career path, and recognition of the profession and the capability broker skillset."

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