The rise of the mid-market

Two distinct markets are currently emerging in Business Process Outsourcing (BPO): large buyers and mid-market companies. Large buyers are the pioneers of the BPO industry. They are involved in the more traditional BPO processes such as manufacturing, customer service, and data processing. These companies benefit from the large staff size of their offshore suppliers. The labor arbitrage aspect helps them get more done at a significantly lower cost. Given lower skills requirements, this is done on a broader scale and with goals for technology augmentation and enhancement.

Mid-market companies, on the other hand, have different needs. Given their internal resource constraints and challenges around talent recruitment and retention, these companies highly value access to process expertise. These companies also have a greater need for flexible and scalable processes to accommodate a growth-mode business. Mid-market buyers seek technology access, standardization, and best practices.