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Due to the uncertainty and the high competitiveness of today's marketplace, companies increasingly need to cut costs without reducing operating efficiency. This is the reason that drives many companies to outsource not core business processes through business process outsourcing (BPO). Companies delegate their strategic processes to an external provider who assumes the responsibility for management and delivery activities. Hence, the business activities are regulated by performance indicators and quality of service (Service Level Agreements and Key performance Indicators), which allow the client to pursue a steady improvement over time.

The Business Process Outsourcer (Business or Service Provider) focuses on developing specific areas of expertise, experiences and technological applications through which it develops best practices and economies of scale for its clients.

L’outsourcing dei processi di business (BPO) rappresenta quindi un servizio che diventa sempre più spesso la scelta strategica per le aziende che cercano di ottenere una riduzione dei costi, e che nel contempo intendono salvaguardare la qualità dei servizi e incrementare la redditività delle proprie azioni, grazie alla decisa focalizzazione sulle potenzialità del proprio business principale.

There are two types of Business Process Outsourcing. On the one hand, there is the so-called back office outsourcing process, which allows to outsource internal functions, such as human resources or accounting services. On the other hand, there is the front office outsourcing, which includes customer care or customer service, usually assigned to the call center or contact center.

The BPO services enable customers to realise different benefits:

• flexibility to enable the company to adapt itself more quickly to the rapid changes of modern markets
• lower costs because the company does not need to invest more in assets
• focus on the core business
• revenues increasing
• professional know-how and quality of service increasing
• shift from fixed costs to variable costs.