Features & Opinions

BPO value beyond bottom-line savings: Forbes Insights survey finding

Global companies are seeking 'measurable, long-term business value' from Business Process Outsourcing (BPO) in terms of higher productivity, improved agility, and enhanced customer service. A value-based approach to business process outsourcing is the key finding of a survey conducted by Forbes Insights in association with Infosys BPM. The survey gauges the perception of multinational companies as the global economy recovers from the downturn.


  • Business process outsourcing performs a critical role in supporting the evolving business models of global companies
  • Controlling costs, boosting growth, expanding in emerging markets, and improving supply chain effectiveness are top business priorities
  • Companies seek to achieve free cash flow, deeper market penetration, and better customer satisfaction, apart from bottom-line savings
  • Companies seek a strategic partnership with BPO providers to redefine their business model, improve performance, and enable a technology and business process transformation

For the survey, Forbes Insights interviewed more than 200 C-level executives, board members and directors at global companies with revenues exceeding US$ 1 billion across manufacturing, financial services, insurance, telecom, retail, and other industries.

Download the Forbes Insights reportPDF

Published with permission of Forbes Insights