Study On BPO Satisfaction Conducted By EquaTerra, Managing Offshore and InformationWeek

Finds 73 Percent of Respondents Agree BPO is Improving Their Business


Debunks 'Findings' in a Recent Study that Cited the Demise of the BPO Industry

Jun 08, 2005, 01:00 ET from CMP Media

    NEW YORK, June 8 /PRNewswire-FirstCall/ -- Is business process outsourcing
 (BPO) losing its luster?  Quite the contrary, according to a BPO satisfaction
 study just conducted by EquaTerra, a multi-national outsourcing and insourcing
 advisory firm, Managing Offshore newsletter and InformationWeek magazine, both
 CMP Media publications.  In fact, one of the most conclusive findings in the
 study was that 73 percent of respondents agreed with the statement that, "BPO
 is improving our business processes."  Results of the study have been
 published in the June issue of Managing Offshore, and will be explored in
 greater detail during an EquaTerra/Managing Offshore/InformationWeek webcast
 on June 14, 2005.
     Conducted in April 2005, the study surveyed 200 qualified business and IT
 decision makers in North America across all major industries, and focused
 specifically on customer satisfaction levels around Finance and Accounting
 outsourcing (FAO) and HR outsourcing (HRO), both onshore and offshore.
     Four key findings emerged:
     - A large majority of respondents currently engaged in BPO (FAO and/or
       HRO) engagements feel it improves their business processes
     - Those engaging in HRO and/or FAO are generally satisfied with the
     - Spending on BPO is rising or staying the same, but rarely declining
     - The more experience an organization has with BPO, the higher the
       satisfaction levels
     Stan Lepeak, Managing Director of Research for EquaTerra, said, "The
 results of our study demonstrate that BPO is alive and well, despite what a
 handful of industry 'doomsayers' promote.  It is becoming an established
 component in many organizations' operating models, and is contributing to
 improved process performance levels.  While there is a learning curve, most
 organizations are able to meet it successfully.  Keys to success are
 experience and the use of established BPO tools such as service levels,
 metrics, formal proposal processes and finely-tuned service provider
 governance programs."
     "BPO is rapidly ascending from its role as a platform for isolated
 business applications to a broader and more integral part of corporate
 strategy," explained Rusty Weston, Editor of Managing Offshore. "This study
 shows that achieving high levels of BPO customer satisfaction takes more work
 on the part of the customer than it does on the part of the service providers.
 It is, in effect, a new business discipline."
     Weston will present a summary of the findings at the NASSCOM ITES-BPO
 conference in Bangalore, India on June 8th.
     For further information on the webcast, please contact:  For more details on the study, please send an
 e-mail to:
     About EquaTerra
     EquaTerra (, a global outsourcing and insourcing
 advisory firm with over 140 advisors in North America, Europe and Asia
 Pacific, is focused solely on providing global corporations and the public
 sector with advisory, research and outsourcing governance services that enable
 them to achieve service delivery excellence for their SG&A processes.
 EquaTerra's advisors average more than 20 years of industry, service provider
 and process experience with functional leadership in Finance & Accounting,
 Human Resources, Information Technology and Procurement, and have been
 involved in over 600 global business transformation, outsourcing and
 outsourcing governance projects.
     For more information, please contact Lee Ann Moore at +1 713.669.9292;;
     About Managing Offshore
     The TechWeb Network's Managing Offshore is the first online publication
 targeted at solving the complex information needs of executives involved in
 global sourcing issues.  Available by paid subscription only, Managing
 Offshore analyzes and provides reports on the global sourcing of services
 including application development, application maintenance, infrastructure,
 business process outsourcing, and call/contact centers.  Managing Offshore
 provides in-depth reports on topics such as on how to find the best global
 locations for companies, explorations of local markets, as well as on cost-
 reduction and moving jobs overseas. Managing Offshore debuted in May 2004 and
 is published twelve times per year.
     About InformationWeek
     InformationWeek helps more than 440,000 Business Technology Professionals
 who buy, build and manage technology drive business innovation powered by
 technology.  In addition to the weekly magazine, InformationWeek provides a
 platform of information solutions including,
 InformationWeek Research, InformationWeek Events, which includes the
 InformationWeek Conference for Business Technology Executives and the
 InformationWeek Daily, an e-mail news service.  In May 2003 in conjunction
 with Optimize, InformationWeek launched its Media Network.  The Media Network
 consists of Optimize and Government Enterprise, as well as its Vertical
 Industry Network publications -- Bank Systems & Technology, Insurance &
 Technology and Wall Street & Technology.  InformationWeek is consistently
 recognized for its commitment to excellence and innovation, receiving several
 of the industry's top media accolades including top spots in BtoB Magazine's
 annual Media Power 50, as well as awards from ASBPE and Circulation Management
     About CMP Media
     CMP Media ( is the leading integrated media solutions
 company providing "broad and deep" access to the entire technology spectrum --
 the builders, sellers and buyers of technology worldwide.  The company's
 comprehensive database of technology decision makers enables marketers to
 reach targeted audiences throughout the purchase process with publications,
 web offerings, face-to-face events, consulting and other marketing services
 that deliver actionable results.
      Jolie Newman                                      Alix Raine
      EquaTerra                                         CMP Media
      407.677.8404                                      516.562.7827