Gartner Research

BPO Validated: Verticalization and Aggregation Accelerate

Published: 06 February 2003

ID: G00112591

Analyst(s): Rebecca S Scholl


Interest in business process outsourcing increased in 2002. Clear trends in this emerging global market inlcude rising demand for human resources services and the emergence of offshore service providers.

Table Of Contents
  • Executive Summary
    • Introduction
    • Study Objectives
    • Methodology
    • Key Findings and Highlights
    • Recommendations
  • Methodology and Respondent Demographics
    • BPO Definition
    • Sample Demographics
    • Additional BPO Resources
  • Top BPO Market Trends
    • Pipeline is Growing, Demand Remains Immature
    • BPO Grows Internationally
    • BTO: BPO's Next Frontier?
    • Top Challenges for 2003
  • BPO Competitive Landscape
    • Pure-Play BPO Vendors
    • IT Outsourcers
    • Consultants
    • Process Specialists
    • Other Categories of BPO Players
    • Offshore BPO Providers
  • Selling and Marketing BPO
    • BPO Offerings and Target Markets
    • BPO Sales and Marketing Strategies
  • Contracting and Delivering BPO
    • BPO Contracting and Pricing
    • Establishing Performance Metrics
    • BPO Delivery Strategies
    • Use of Alliances
    • Remote vs. On-Site Delivery
    • Staff and Infrastructure Transition
    • Technology Platform
    • Measurement of Customer Satisfaction
  • Key Success Factors in BPO
  • BPO Definitions
    • Business Administration
    • Supply Chain Management
    • Sales, Marketing and Customer Care
  • Glossary of Terms

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