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Independent analysis on the outsourcing industry.

Market analysis, white papers, and The Edge, our running commentary. Published openly, read by buyers and the people they buy from. No sponsorship, no vendor talking points.

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By Victor Manzanera. Independent. No vendor sponsorship.
Featured white paper

How to move to an outcome based contract.

Our flagship analysis of what the best operators and buyers actually do differently, and what most contracts get wrong.

White paper

The Outcome Based BPO Model

Built on real executed contracts and real deal data, not vendor marketing. Why the industry measures proxies instead of outcomes, and what a redesigned contract actually looks like.

A free download in exchange for your email, so we can send it to you. No sales pitch.

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Inside the paper
  • Most contracts measure the wrong thing
    They reward an internal compliance metric, not the business result the buyer actually cares about.
  • Almost none tie pay to a customer outcome
    Retention, satisfaction, and conversion sit outside the contract, even where a bonus mechanism exists.
  • A redesigned contract that pays for results
    A practical model that rewards the outcome your partner delivers, not the hours or heads they bill.

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Recent work

Commentary, research, and analysis.

A running read on where value is moving in outsourcing. Market signals read straight, with the trade offs named.

Share prices of the largest outsourcing providers falling while revenue held flatThe Edge · No. 06

The lowest rate is not the lowest cost.

The biggest names in outsourcing lost most of their value while revenue barely moved. The market blames AI. The truth is a pricing one.

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How ready operations actually are to run AI at scaleThe Edge · No. 05

You bought the AI. Where are the savings?

The vendor's tool is rarely the bottleneck. Your own data, processes and people decide how much of it you actually get.

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The spread between what different pricing models actually costThe Edge · No. 04

What are you actually paying for?

The BPO pricing question nobody can answer yet, and what to settle before you sign an outcome-based contract.

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Two strategies the market keeps confusingThe Edge · No. 03

The rise of BPO-AI: add-on, or disruptor?

A wave of AI companies is pushing into outsourcing. Most are an add-on today. The real contest is who can do the hard work.

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A note

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