GLG Network Survey: BPO Space

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SURVEY DETAILS
TARGET POPULATION

For this Network Survey, GLG surveyed 90 senior executives working across all industries in the US, Europe (UK, France, Germany, Spain, and Italy), Australia, and New Zealand.

What will you learn from this survey?

  • Respondents commented on the most outsourced business functions and how long they have been outsourcing them. They also identified which department receives the highest budget for outsourcing.
  • The survey gathered a competitive assessment of top outsourcing companies such as Accenture, IBM, and Wipro, based on satisfaction, security and compliance, and geographic presence.
  • Lastly, the research gathered experts’ views on the technologies that will have the greatest impact on the BPO services space, and the regions expected to see a surge in BPO providers by 2030.

Examples of findings:

  • 33% of experts stated that geographic location is moderately important when selecting a BPO service provider, and the reason for this, according to 84%, is language and communication skills.
  • 68% of respondents agree that data privacy and security concerns are among the biggest challenges when implementing AI in BPO services.
  • Close to half (47%) stated that their organizations will expand BPO into new departments by 2030.

Deliverables

The GLG Surveys team drafted the questionnaire with the support of GLG Network Member, John M Coates, President and CEO at The Fennimore Group.

  • 1 x Individual responses (“raw data”) in Excel.
  • 1 x PPT report with aggregated data.
  • Executive summary with key takeaways and highlights from the raw data.

Sample Questions

  • Which regions do you anticipate will see an increase in BPO service providers by 2030?
  • How challenging is it to ensure regulatory compliance when working with BPO providers?
  • Which of the following BPO service providers do you think is best for geographic presence and time-zone fit?
  • Which department gets the largest share of the BPO services budget in your industry?
  • What are the top reasons for choosing a specific region for a BPO service provider?
  • Which of the following benefits do you think organizations have experienced from using AI in BPO services?
  • Which of the following are the most important factors when deciding on a BPO service provider?

Access

This survey is available to subscribers of the Financial & Business Services (FBS) sector (Limited subscriptions and above). This offer includes the raw data file and a high-level presentation through PowerPoint. Please contact your GLG representative for details on your firm’s access.

DISCLAIMER

Please be advised that GLG Network Surveys operate differently than traditional GLG consultations, surveys, teleconferences, etc. and it is advisable that you consult with your firm’s legal and/or compliance department to review your use of the product and the payment for such work under your current subscription. 

By downloading this document and/or participating in the Network Survey, you understand and agree that the information and material provided by GLG, including survey results and survey proposal information, is provided for your own insight and informational purposes only. You further acknowledge and agree that this is a Network Survey for multiple GLG clients, and the results will be provided to all GLG clients that agree to participate in the Network Survey and GLG clients that agree to purchase the Survey results in the future. All survey results do not constitute investment advice or a recommendation. In using this Survey, you agree to hold Gerson Lehrman Group and the Survey respondents harmless and free of all liability as a result of your use of this Network Survey, other than liability resulting from the gross negligence or wilful misconduct of the protected party. You otherwise agree to be bound by Gerson Lehrman Group’s Usage Policies in your interactions with Gerson Lehrman Group and your receipt of services. These Survey results are for are for client’s own use and client shall not redistribute, disseminate, publish, or display the same, in whole or in part, to any third parties or publicly without the prior written permission of Gerson Lehrman Group, except explicitly set forth in your agreement with GLG. This survey will be double-blinded to both client and respondent. GLG reserves the right to restrict the number of clients that can pre-commit access. These Network Surveys are priced outside of standard GLG subscriptions but at a substantially reduced price to commissioning a fully proprietary GLG Network Survey. Upon finding these terms acceptable, please send an affirmative confirmation via email, which GLG will file in its records. Once confirmed, please note that the Client’s agreement to purchase the Network Survey is a legally binding and irrevocable commitment. If the survey is not included within your subscription, GLG will invoice Client for the fees due for the Network Survey. Please note that some respondents may not be Network Members, and the Terms and Conditions of Network Membership would not apply to such respondents and detailed records for them will not be available aside from the information that GLG capture in the Network Survey.