The outsourcing of a business process or the Business Process Outsourcing (BPO) is the outsourcing of the management of some area or activity of an organisation to a specialised provider.
This agreement guarantees a quality of service through service indicators and implies a paradigm shift for customers: delegating the management of resources in favour of the management of service levels. The evolution of the business practice of outsourcing has clearly been growing over the last few years, particularly in the field of information systems.
As discussed above, companies choose to outsource or BPO when they decide that a specific task can be better performed by outsourcing than if the company has to deal with it itself.
BPOs in the information and communication technology sector have evolved beyond an imaginable scale in the last decade. Small businesses have benefited the most, as they now have access to larger computing resources and high-performance infrastructure, which they would never have dared to pay for.
One of the most recent BPO operations of particular relevance in the Spanish market has been carried out by the multinational company Konectawhich has acquired the Galician company Sum Talk this past year 2019.
The multinational Konecta, with a presence in 10 countries and a turnover of more than 700 million euros, acquired in July last year the company call centre Galician Sum Talk. This line of business of Grupo Sum has almost a thousand employees and provides services to important companies such as Inditex, Abanca, Privalia or Metlife.
The sale of Sum Talk by the Sum Group is part of a strategic agreement between Konecta and the Galician group. On the one hand, for the Sum Group, the agreement implies that, at the same time as it disposes of its contact centreSum becomes a reference supplier for the technology company. On the other hand, for Konecta, the operation reinforces its leadership in Spain, both in terms of capabilities and in terms of diversification and expansion of its customer base.