Published: 17 June 2024
Outsourcing vendors regularly evolve their offerings, but customer service and support leaders seldom keep up with their partner’s maturing capabilities. This research will help you identify your current business process outsourcing partnership maturity and how to reach the next level.
Eighty-four percent of our survey participants work with at least one business process outsourcing (BPO) partner. Fifty-six percent said improving that partnership was a moderate or significant priority for 2024.
As customer expectations evolve, service and support organizations aren’t leveraging their BPO partners’ capabilities to deliver expected value efficiently and effectively.
A BPO partnership comprises several key elements, including strategy and planning, vendor management, and customer experience (CX). Each of these elements must mature through different levels for the partnership to reach its full potential.
Assess and understand your organization’s current outsource partnership maturity by identifying strengths and opportunities for
Clients can log in to view the entire document.
Analysts:
Rupinder Chandhok, Brady Holbrook, Brian Weber, Deborah Alvord
Gartner research, which includes in-depth proprietary studies, peer and industry best practices, trend analysis and quantitative modeling, enables us to offer innovative approaches that can help you drive stronger, more sustainable business performance.
Our independence as a research firm enables our experts to provide unbiased advice you can trust.
Not only is Gartner research unbiased, it also contains key take-aways and recommendations for impactful next steps.
Our research practices and procedures distill large volumes of data into clear, precise recommendations.
We provide actionable, objective insight to help organizations make smarter, faster decisions to stay ahead of disruption and accelerate growth.
We offer one-on-one guidance tailored to your mission-critical priorities.
We work with you to select the best-fit providers and tools, so you avoid the costly repercussions of a poor decision.
Connect directly with peers to discuss common issues and initiatives and accelerate, validate and solidify your strategy.
Gartner clients can log in to access the full library.
Attend a Conference
Join Gartner experts and your peers to accelerate growth
Gather alongside fellow leaders to gain insight on emerging trends, receive one-on-one guidance from Gartner experts and create a strategy to tackle your priorities head-on.
Gartner Customer Service & Support Conference
Denver, CO
© 2026 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner's prior written permission. It consists of the opinions of Gartner's business and technology insights organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner business and technology insights may address legal and financial issues, Gartner does not provide legal or investment advice and its insights should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its insights are produced independently by its business and technology insights organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity. Gartner publications and other content may not be used as input into or for the training or development of generative artificial intelligence, machine learning, algorithms, software or related technologies.
