The State of UK Business Process Outsourcing: Technology, AI, and Growth Strategies
BPOs are looking to grow and they want AI and automation to help drive them forwards…
MaxContact’s State of UK Business Process Outsourcing report, based on a survey of 100 BPO industry leaders, paints a surprisingly positive picture. In a tight economy, this is an industry that is adaptable, resilient and focused on growth.
• AI adoption is reaching a tipping point, with 72% of respondents making adoption a priority.
• Technology is emerging as a primary competitive differentiator – more so than price.
• Security is emerging as a key selling point, rather than just a compliance measure.
• The industry is in serious growth mode, with 95% of respondents saying they plan to expand this year despite economic uncertainty.
• Outbound is having a rebound. Our survey reveals a surprising growth in outbound services, with 65% of leaders saying they are scaling up outbound activities.
Ben Booth, CEO, MaxContact, commented,
“Times may be tough, but our State of UK Business Process Outsourcing report reveals a level of optimism we didn’t really expect to find. The BPO sector is poised for significant transformation in 2025, with 95% of BPOs planning geographic expansion and 72% prioritising AI adoption.
The research produces other surprises. It suggests a renaissance of outbound services (65% of businesses are scaling up operations) despite recent pessimism. The evolution of data security from compliance requirement to sales differentiator is another notable trend.
Having said that, the research also contains a significant warning. Technology has emerged as a huge competitive differentiator, and 55% of leaders believe rival BPOs are using technology more effectively than their own organisations. Anxiety over being left behind is a counterpoint to obvious excitement in the sector over the efficiencies and insights technology can provide.
Still, with average profit margins at 17.27%, the industry maintains financial good health despite challenges over pricing. Innovation in this area is a must, our research suggests. Over a third (34%) of BPOs struggle with pricing scalability and, increasingly, customer preferences are shifting toward performance-based and flexible options. A head-in-the-sand attitude to pricing is not sustainable.
So industry leaders certainly have concerns, but overall our survey suggests a sector that is aware of the challenges it faces and is actively seeking solutions. Those who find them are likely to thrive, despite challenging economic circumstances.”
To download the The State of UK Business Process Outsourcing Guide Click Here
MaxContact is a scalable, cost-effective contact centre solution built for BPOs that need flexibility, performance, and reliability.
Designed to help outsourcers deliver seamless customer experiences, optimise agent productivity, and control costs. MaxContact offers powerful dialler technology, intelligent inbound routing, and omnichannel capabilities to support sales, collections, and customer service operations.
With flexible licensing, transparent pricing, and 99.99% uptime, BPOs can scale up or down effortlessly, ensuring maximum efficiency and optimal performance. Built on Azure for enterprise-grade security and backed by dedicated UK-based support, MaxContact is more than just software. it’s a trusted partner in helping BPOs drive results and outperform the competition.
