For most service recipients, business process outsourcing (BPO) negotiation and contracting is a need which arises every few years, it is not business-as-usual. Service recipients are often faced with high value and complex agreements which need to be negotiated, and even with best-in-class external support, this can be challenging for busy internal teams. Our clients increasingly want combined specialist commercial, operational and legal support, because each of these elements are intertwined and all form part of the same negotiations and trade-offs. In this session Amiya Kagalwala and Louis Wihl will discuss how a combined approach:
Drives benefits, efficiencies and cost savings for service recipients

• Enables issues impacting BPO to be proactively addressed, such as ESG concerns and the use of AI
• Can be delivered using a combination of on-shore and near-shore teams, to drive further efficiencies