By Juan Luevano, VP of Solution Design and Process Excellence at Kelly Services
Let’s be honest—your core teams weren’t hired to chase invoices, track inventory, or wrestle with repetitive administrative tasks. Those tasks matter—but they’re not what drives competitive advantage. That’s where business process outsourcing (BPO) comes in. And no, we’re not talking about old-school staff augmentation. We’re talking about full accountability, end-to-end ownership, and real impact.
With the global BPO market projected to surpass $525B by 2030, organizations across industries are rethinking how and where work gets done—and who’s best positioned to do it.
BPO involves outsourcing part or all of a business process to an external service provider. Unlike traditional staffing, which might simply provide staff for a client to manage, BPO provides custom managed workforce solutions , managing workflows, meeting service level agreements (SLAs), managing to key performance indicators (KPIs), and driving value through continuous process improvements. A BPO provider starts by identifying the client’s desired outcome and then builds a custom solution to achieve those business goals.
For example, in a manufacturing environment, BPO might involve taking full ownership of inbound component flow—from unloading trucks to staging materials for production. It’s not about providing bodies—it’s about delivering throughput, quality, and uptime.
While cost savings remains important—a recent ISG study found enterprises save an average of 15% through BPO programs—today's BPO relationships focus equally on quality, expertise, and process improvements to include:
What sets Kelly apart is our complete ownership of workforce management. We don't just provide staff—we handle everything from hiring and training to performance management and replacement when workers leave. We own the safety logs, develop and monitor KPIs, and take full responsibility for delivering the outcomes you need. This isn't transactional work. It's an embedded partnership where we carry the operational burden so you can focus on core business growth.
BPO can be a powerful enabler of business growth in several ways:
Workforce flexibility without the overload
As companies grow, so does the operational load, and not every function needs to be built in-house. BPO gives organizations the ability to scale select processes with dedicated support, without overwhelming internal teams or HR systems. For companies navigating headcount optics or limited internal bandwidth, it’s a strategic way to add capacity without adding chaos.
A leading healthcare testing company provides an excellent example of strategic BPO implementation. Their scientists and lab technicians represent highly specialized talent focusing on complex analysis. By outsourcing the receiving, cataloging, and routing of test samples to Kelly, they freed their specialized staff to concentrate exclusively on high-value analytical work.
BPO partners specialize in specific processes, applying dedicated expertise and improvement methodologies that might not be feasible for in-house teams with broader responsibilities. A good BPO partner will not just maintain performance but drive ongoing enhancements through established improvement methods.
While remaining "technology agnostic," effective BPO partners can identify, implement, and optimize process-specific technologies. For example, a Canadian auto manufacturer saw its manual 48-hour reporting cycle reduced to real-time production visibility through a targeted software rollout led by the BPO team.
If the work is repeatable, compliance-heavy, or process-driven—it’s a candidate. Think:
Any repetitive process or support service that isn’t central to your organization's unique value proposition merits consideration. This applies to administrative functions that can be outsourced through a virtual administrative BPO solution.
Processes requiring extensive compliance tracking and documentation often benefit from specialized BPO attention. Safety reporting, training management, and regulatory documentation are excellent examples where dedicated expertise can improve both efficiency and accuracy.
Areas requiring consistent execution of complex processes can gain significantly from BPO partnerships. Internal reporting systems, documentation management, and standard operating procedure maintenance often fall into this category.
Finding a BPO provider that aligns with your growth objectives requires careful evaluation of several factors:
Look for providers who show genuine interest in building a long-term relationship rather than simply delivering contracted services. The best partners will proactively identify improvement opportunities and invest in understanding your business objectives.
Effective BPO isn't about maintaining the status quo. Evaluate potential partners on their ability to drive continuous improvement and their track record of enhancing processes over time.
Your BPO partner's employees will represent an extension of your organization, particularly in on-site arrangements. This goes beyond professional skills—it's about how well these employees embody your company's values and approach to work.
Understanding a client's culture upfront is essential to hiring the right people and creating a seamless integration. For example, this was Kelly's approach when working with a pharmaceutical company that had a specific credo about patient care and employee treatment. Kelly ensured their staff comprehended these values even though they remained Kelly employees working at the client site.
Clear governance mechanisms are essential for successful BPO relationships. Look for partners who proactively establish processes for addressing responsibility questions, resolving issues, and managing change.
Today's BPO partnerships offer far more than simple cost reduction. When approached strategically, they provide a pathway to sustainable growth by allowing organizations to focus on core competencies while benefiting from specialized process expertise. By identifying appropriate opportunities and selecting partners based on long-term value rather than just immediate cost savings, businesses can leverage BPO as a genuine growth lever. As your organization evolves, consider how strategic BPO partnerships might boost not just your operational efficiency, but your capacity for innovation and growth in a competitive marketplace.
Looking for a smarter way to scale complex processes?
Explore how Kelly’s Business Process Outsourcing solutions can help you streamline operations, boost performance, and free up your teams to focus on what matters most.