Top BPO Client Benchmark Survey Results

2017 Benchmarking Survey of Top BPO Clients

Find out the full story from results of the interviews with 50 top Business Processing Outsource (BPO) client executives on how their companies manage new complexities in document processing through outsourcing and in-house processing.

Research revealed that 88 percent of those surveyed are turning to outsourcing to document processing to ensure process improvement or transformation.

Study result highlights include:

    • Top priorities for top BPO clients in document processing shows 38% focused on reducing costs in Operations and 29% increasing the standardization of their processes in 2018.
    • 88% of BPO clients who outsource document processing do so to improve or transform their processes.
    • 50% of BPO clients surveyed expect their document processing costs to increase next year.

The study also covers topics such as data accuracy and current automation capabilities.

Survey respondents offered a US-centric view with survey participants—vice presidents, directors and managers—from companies of over $500 million in revenue.

Every aspect of the document processing workflow can be significantly impacted by automation: document preparation, document organization/classification, data extraction, data validation and quality assurance. Even today, two of the of the biggest hurdles to delivering faster results with higher accuracy are manual sorting and reliance on too many one-off, complex labor-intensive processes. Today, BPOs and their clients have the opportunity to consolidate on a core group of technologies and leverage advanced data extraction. The survey, underwritten by Parascript, was conducted by LTM research via phone interviews.