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      Our Business Process Outsourcing Advisory Services help COOs, CFOs, CPOs, and Heads of Transformation maximise the value of outsourcing arrangements. We combine deep outsourcing expertise with industry-leading delivery models to design sourcing strategies, select the right outsourcing providers, and optimise vendor performance – delivering measurable cost savings, operational efficiency, and scalability through our powered enterprise GBS approach.

      Marie Chambers
      Marie Chambers

      Partner, Head of UK Global Business Services Advisory

      KPMG in the UK

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      Why BPO advisory is critical for today’s leaders

      Business Process Outsourcing is no longer only a cost-saving tactic, it is a strategic enabler for growth, resilience, and innovation – particularly when integrating BPO into a unified GBS framework. Your organisation may be looking to move beyond traditional outsourcing arrangements. KPMG help you modernise BPO contracts so that they deliver more than transactional services. By shifting to strategic partnerships, you gain flexibility, access to innovation, and a model that creates shared value between you and your provider.

      From transactions to strategic partnerships

      Traditional BPO relationships often focus on transactional delivery, fixed service levels, and cost reduction. Strategic partnerships go further. They focus on shared outcomes, continuous improvement, and innovation, with governance models that align your provider's success directly with your business objectives. This ensures outsourcing relationships drive transformation, innovation, and long-term value. Key characteristics include:

      • Outcome-focused and value-driven

        We prioritise business outcomes - such as customer experience, agility, and growth - rather than just cost reduction or SLA compliance.

      • Technology-enabled orchestration layer

        We utilise a platform-agnostic orchestration layer to manage workflows, data, and service delivery across functions and geographies. This enables real-time visibility, automation, and seamless integration with both client and third-party systems.

      • AI-enabled and digital first delivery

        We embed AI, analytics, and intelligent automation to drive continuous improvement, predictive insights, and scalable operations. This supports delivery of "Services as a Software", where processes are modular, cloud-based, and highly configurable.

      • Strategic collaboration and co-innovation

        We operate as a trusted transformation partner, co-developing solutions, sharing risk, and aligning on long-term goals. This can include joint innovation initiatives, shared IP development, and collaborative roadmap planning.

      • End-to-end scope with flexibility

        End-to-end business processes, such as finance,  HR, procurement, and customer operations, are embedded with flexibility to adapt as business needs evolve.

      • Access to talent and capability

        We provide access to specialist skills, global delivery centres, and domain expertise that may not be available in-house. We also support capability building through embedded teams, training, and knowledge transfer.

      • Robust governance and relationship management

        Managed at a senior executive level and ensuring alignment with strategic priorities, we embed a joint governance model with shared KPIs, strategic steering committees, and transparent performance tracking.

      Our business process outsourcing partners include:

      • Chief Operating Officers seeking operational agility, scalability, and risk reduction
      • Chief Financial Officers aiming for cost transparency, predictable spend, and improved ROI from outsourcing contracts
      • Chief Procurement Officers looking to optimise spend, reduce supplier risk, and forge strategic partnerships
      • GBS & Transformation Leaders managing large-scale organisational change and digital transformation

      Our business process outsourcing advisory services

      Sourcing strategy and BPO market engagement

      We align your outsourcing strategy with your business goals, ensuring you access the most competitive and capable providers.

      Our services include:

      • Development of a sourcing strategy and business case

      • Global BPO market scans and vendor shortlisting 

      • RFP design, due diligence, and evaluation scoring

      • Commercial and capability benchmarking against industry standards

      Contracting and vendor selection consulting

      We manage the end-to-end outsourcing contract process to secure favourable commercial terms and reduce risk exposure.

      Our services include: 

      • Negotiation support and deal structuring

      • Drafting and refining outsourcing agreements 

      • Establishing governance frameworks and performance SLAs from day one

      Supplier contract optimisation and renegotiation

      We review, renegotiate, and restructure existing vendor contracts to improve commercial value and service delivery.

      Our services include:

      • Contract health checks and benchmarking against peers

      • Commercial rebalancing and scope realignment 

      • Supplier performance improvement plans and KPIs

      Transition and outsourcing delivery centre set-up

      We guide you through the full outsourcing transition process, ensuring operational stability and compliance.

      Our services include:

      • Transition programme planning and programme management office (PMO)

      • Facility procurement, fit-out, and operational readiness 

      • Process migration, transformation delivery, and change management

      • Vendor onboarding and post-transition performance monitoring

      Why leadership teams choose KPMG for BPO advisory services

      We are uniquely positioned to support clients through complex and high-impact Business Process Outsourcing transformation programmes, combining deep advisory expertise, global reach, and proven delivery capability.

      • Deep BPO advisory expertise

        We bring specialist knowledge across the full BPO lifecycle - from strategy and sourcing to negotiation, transition, and optimisation. Our teams understand the complexities of multi-provider environments, evolving commercial models, and the shift toward AI-enabled and “Services as a Software” delivery.

      • Proven experience in complex engagements

        We have a strong track record of supporting clients through large-scale, multi-year BPO programmes across sectors such as Financial Services, Legal, Insurance, Central Government, and Energy. These engagements often involve complex stakeholder environments and require hands-on leadership throughout delivery.

      • End-to-End Transformation Capability

        Our BPO advisory offering is integrated with broader transformation services, including operating model design, digital enablement, and change management. This allows us to support clients not just in outsourcing, but in reimagining how services are delivered.

      • Global network with local expertise

        We leverage the strength of the KPMG global network, with active collaboration across member firms - particularly in the UK, the USA, the Netherlands, Australia, India, and other key markets. This enables us to support cross-border BPO programmes with both global scale and local insight. We are also expanding our support across other parts of Europe, and into Asia Pacific, including current work in markets such as China.

      • Technology and orchestration expertise

        We have deep experience in deploying orchestration layers that enable integrated service management across functions and providers. These platforms are critical to delivering scalable, efficient, and digitally-enabled BPO operations.

      • Strategic relationships with BPO providers

        We maintain strong relationships with leading BPO providers and technology partners, enabling us to advise clients on partner selection, contract structuring, and ecosystem integration.

      • Thought Leadership in emerging trends

        We are recognised for our thought leadership in Global Business Services and Business Process Outsourcing, particularly in emerging trends such as AI-enabled delivery, intelligent automation, and the evolution toward “Services as a Software.” We regularly contribute to industry forums, analyst briefings, and innovation initiatives - helping clients stay ahead of market shifts and make informed decisions.

      Frequently asked questions about BPO advisory services

      • How does KPMG’s BPO advisory service differ from other consulting firms?

        We combine deep outsourcing expertise with delivery models from industry-leading alliance partners. This allows us to provide strategic guidance, real-time performance visibility, and workflow automation throughout the sourcing, contracting, and transition process.

      • Can KPMG help if we already have existing contracts in place?

        Yes. We review and benchmark your current agreements, renegotiate commercial terms, and implement performance improvement plans – often delivering measurable cost savings and better service quality without changing providers.

      • How does KPMG ensure measurable results in BPO projects?

        We define clear KPIs at the outset, track them through our alliance governance tools, and run regular performance reviews. This approach ensures transparency, accountability, and a direct link between outsourcing outcomes and business objectives.

      • What role do alliance partners play in your BPO advisory work?

        Our alliance partners support contract governance, vendor management, and performance monitoring. It gives clients real-time insights into service delivery, helping them make faster, data-driven decisions.

      • How quickly can you deliver value in a BPO engagement?

        For many clients, we identify cost-saving opportunities within XX weeks/months. Transition programmes typically see measurable improvements in cost, efficiency, or service levels within the first XX months.

      Get in touch

      Read enough? Get in touch with our team and find out why organisations across the UK trust us to make the difference.

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