Those of us who live and breathe business outsourcing know that the drivers for engaging with a BPO provider have changed hugely – while cost savings remain a given, public sector organisations are looking for ways in which they can adapt swiftly to changing priorities in order to improve services and deliver long-term benefits.

An independent research study with 100 senior BPO clients we commissioned confirmed this, but also indicated that there are still factors on both sides of BPO relationships that are limiting the industry's potential to contribute more to both individual organisations and the UK economic landscape as a whole.