Price Book is available only to Outsourcing Excellence members. For information on membership, please contact us The PriceBook is an off-the-shelf reference that strategic outsourcing and vendor management professionals can use to support a range of ongoing pricing and commercial discussions with providers, internal planning, and back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss other points related to the PriceBook. Scope The PriceBook H2 2024 includes the following: Price benchmarks for ~65 IT, BPO, and consulting roles across 10 common onshore, nearshore, and offshore global delivery geographies Pricing trends and their drivers over the past six months Performance metrics and benchmarks for ~20 key metrics Key delivery and solution metrics that impact the total cost of ownership Contents The PriceBook contains insights on price, performance, and delivery metrics for key outsourced services such as IT applications and infrastructure, finance and accounting, contact center, and business consulting. It also includes drivers impacting ITO and BPO services pricing in onshore, offshore, and nearshore delivery geographies. The price benchmarks are normalized to best-in-class, industry-standard nomenclatures and solution considerations. Some of the delivery and solution metrics covered in the PriceBook include: Staffing mix Offshore and nearshore ratios Premiums based on underlying technology skills Contemporary productivity commitments Efficiency ratios for infrastructure services Language premiums for voice-based services For information on membership, please contact us

Price Book is available only to Outsourcing Excellence members. For information on membership, please contact us The PriceBook is an off-the-shelf reference that can be used by strategic outsourcing and vendor management professionals and customer experience management (CXM) leaders to support a range of ongoing pricing and commercial discussions with providers, plus internal planning and back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss other points related to the PriceBook. Scope The PriceBook H2 2024 includes the following: Price benchmarks for 24 contact center roles and 4 transaction-based pricing metrics across 10 common onshore, nearshore, and offshore global delivery geographies Pricing trends and their drivers over the past six months Performance metrics and benchmarks for five key metrics Key delivery and solution metrics that impact total cost of ownership (TCO) Contents The CXM PriceBook contains insights on price, performance, and delivery metrics for the CXM function. It also includes drivers that impact the pricing of CXM services in onshore, offshore, and nearshore delivery geographies. The price benchmarks are normalized to best-in-class, industry standard nomenclatures and solution considerations. Some of the delivery and solution metrics covered in the PriceBook include: Staffing mix Offshore and nearshore ratios Price variation by call volumes Language premiums for voice-based services For information on membership, please contact us

Led by our experts Rohitashwa Aggarwal, Partner, Ravneet Kaur, Practice Director, Akshay Mathur, Vice President, and Abhishek Sharma, Managing Partner, this informative webinar will explore how enterprises can move beyond GCC establishment to drive long-term value through transformation, efficiency, and innovation. Join this invigorating session on April 15 to explore how enterprises can maximize the value of their GCCs by leveraging provider partnerships beyond the initial setup. From identifying key transformation opportunities where providers can play a crucial role to strategic collaborations that can drive innovation and enhance efficiency in GCC operations, attendees will learn how to stay competitive and future-proof their capabilities. With the GCC services market projected to reach $40 billion by 2027, enterprises must rethink traditional models and leverage strategic partnerships with service providers to accelerate transformation, streamline operations, and enhance automation-led efficiencies. What questions will the webinar answer for the participants? How can enterprises maximize the value of their GCCs by leveraging provider partnerships beyond the initial setup? What are the critical transformation opportunities within GCCs where providers can play a key role? How can strategic partnerships with providers drive innovation in the GCC?

Price Book is available only to Outsourcing Excellence members. For information on membership, please contact us The PriceBook is an off-the-shelf reference that strategic outsourcing and vendor management professionals can use to support a range of ongoing pricing and commercial discussions with providers, internal planning, and back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss other points related to the PriceBook. Scope The PriceBook H2 2024 includes the following: Price benchmarks for ~65 IT, BPO, and consulting roles across 10 common onshore, nearshore, and offshore global delivery geographies Pricing trends and their drivers over the past six months Performance metrics and benchmarks for ~20 key metrics Key delivery and solution metrics that impact the total cost of ownership Contents The PriceBook contains insights on price, performance, and delivery metrics for key outsourced services such as IT applications and infrastructure, finance and accounting, contact center, and business consulting. It also includes drivers impacting ITO and BPO services pricing in onshore, offshore, and nearshore delivery geographies. The price benchmarks are normalized to best-in-class, industry-standard nomenclatures and solution considerations. Some of the delivery and solution metrics covered in the PriceBook include: Staffing mix Offshore and nearshore ratios Premiums based on underlying technology skills Contemporary productivity commitments Efficiency ratios for infrastructure services Language premiums for voice-based services For information on membership, please contact us

As the global services landscape continues to evolve, 2024 has brought unique challenges. While the cost of delivering global services continued to increase, pricing came to a standstill for many services and even declined for some. The growing adoption of the Global Capability Center (GCC) model has further transformed the economics of outsourcing, prompting both buyers and service providers to reevaluate key elements of their agreements. Watch this webinar as our panel of pricing experts analyzed the significant trends of 2024 and offered a forward-looking view on IT and BPO services pricing for 2025. This session provided valuable insights into the pricing strategies and key levers that can help both parties achieve win-win outcomes in an increasingly complex environment. What questions did the webinar answer? How has the cost of delivering IT and BPO services and pricing changed in 2024? What levers are buyers and providers pulling, and is a win-win arrangement possible? What is the outlook for pricing and costs?

Price Book is available only to Outsourcing Excellence members. For information on membership, please contact us The PriceBook is an off-the-shelf reference that can be used by Strategic Outsourcing and Vendor Management professionals to support a range of ongoing pricing and commercial discussions with service providers, plus internal planning and back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss other points related to the PriceBook. Scope The PriceBook H1 2024 includes the following: Price benchmarks for ~65 IT, BPO, and consulting roles across 10 common onshore, nearshore, and offshore global delivery geographies Pricing trends and their drivers over the past six months Performance metrics and benchmarks for ~20 key metrics Key delivery and solution metrics that impact Total Cost of Ownership (TCO) Contents The PriceBook contains insights on price, performance, and delivery metrics for key outsourced services such as IT Applications, IT Infrastructure, Finance and Accounting, Contact Center, and Business Consulting. It also includes drivers that impact the pricing of ITO and BPO services in onshore, offshore, and nearshore delivery geographies. The price benchmarks are normalized to best-in-class, industry standard nomenclatures and solution considerations. Some of the delivery and solution metrics covered in the PriceBook include: Staffing mix Offshore and nearshore ratios Premiums based on underlying technology skills Contemporary productivity commitments Efficiency ratios for infrastructure services Language premiums for voice-based services For information on membership, please contact us

Price Book is available only to Outsourcing Excellence members. For information on membership, please contact us The PriceBook is an off-the-shelf reference that can be used by Strategic Outsourcing and Vendor Management professionals to support a range of ongoing pricing and commercial discussions with service providers, plus internal planning and back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss other points related to the PriceBook. Scope The PriceBook H1 2024 includes the following: Price benchmarks for ~65 IT, BPO, and consulting roles across 10 common onshore, nearshore, and offshore global delivery geographies Pricing trends and their drivers over the past six months Performance metrics and benchmarks for ~20 key metrics Key delivery and solution metrics that impact Total Cost of Ownership (TCO) Contents The PriceBook contains insights on price, performance, and delivery metrics for key outsourced services such as IT Applications, IT Infrastructure, Finance and Accounting, Contact Center, and Business Consulting. It also includes drivers that impact the pricing of ITO and BPO services in onshore, offshore, and nearshore delivery geographies. The price benchmarks are normalized to best-in-class, industry standard nomenclatures and solution considerations. Some of the delivery and solution metrics covered in the PriceBook include: Staffing mix Offshore and nearshore ratios Premiums based on underlying technology skills Contemporary productivity commitments Efficiency ratios for infrastructure services Language premiums for voice-based services For information on membership, please contact us

Price Book is available only to Outsourcing Excellence members. For information on membership, please contact us The PriceBook is an off-the-shelf reference that can be used by Strategic Outsourcing and Vendor Management professionals to support a range of ongoing pricing and commercial discussions with service providers, plus internal planning and back-of-the-envelope business cases. Members can also use the analyst inquiry service to clarify points, ask for additional advice, and discuss other points related to the PriceBook. Scope The PriceBook H1 2024 includes the following: Price benchmarks for ~65 IT, BPO, and consulting roles across 10 common onshore, nearshore, and offshore global delivery geographies Pricing trends and their drivers over the past six months Performance metrics and benchmarks for ~20 key metrics Key delivery and solution metrics that impact Total Cost of Ownership (TCO) Contents The PriceBook contains insights on price, performance, and delivery metrics for key outsourced services such as IT Applications, IT Infrastructure, Finance and Accounting, Contact Center, and Business Consulting. It also includes drivers that impact the pricing of ITO and BPO services in onshore, offshore, and nearshore delivery geographies. The price benchmarks are normalized to best-in-class, industry standard nomenclatures and solution considerations. Some of the delivery and solution metrics covered in the PriceBook include: Staffing mix Offshore and nearshore ratios Premiums based on underlying technology skills Contemporary productivity commitments Efficiency ratios for infrastructure services Language premiums for voice-based services For information on membership, please contact us

In the IT and BPO outsourcing industry, growth rates have declined over the past eight quarters, testing business resilience, challenging providers, and evolving buyer expectations. However, the market is poised to see a reversal. Watch this webinar to hear our pricing experts reveal key commercial trends they have witnessed throughout outsourcing deals made in H1 2024. Specifically, they discussed the pricing of software and cloud platforms and outlined the potential implications of this year’s trends for buyers. Attendees came away with an understanding of where buyers can optimize their spend, where portfolios may be losing value, and potential solutions providers can offer in light of current shifts. What questions did the webinar answer? How has the demand for outsourcing services in APAC evolved in 2024? What are the top learnings and open questions around pricing model changes, generative AI, SaaS pricing, and their impact on commercials in IT and BPO deals? What is the outlook for pricing in APAC?

The economic environment is currently uncertain due to concerns around inflation and geopolitical instability in parts of the world. As a result, enterprises are pushing service providers to deliver more while keeping costs static or even lowering them. Providers can differentiate themselves through a mix of efficient solution sizing, which involves the best use of granular market insights, continuous service improvement levers (including generative AI impact), balanced risk-taking to do more with less, and competitive underlying rates. In this webinar, Everest Group’s pricing experts discussed some of the true differentiators observed on recent deals and the outlook for these approaches. What questions did the webinar answer for the participants? What selection criteria have enterprise clients prioritized in recent IT outsourcing deals? What are the price and solution sizing themes that land well in terms of win rates? What are the pitfalls that enterprises and service providers should be mindful of?