BPO State of the Nation 2026: Report and Decision Room

THE FUTURE OF BPO ISN'T JUST ABOUT AI. IT'S ABOUT WHETHER THE BUSINESS MODEL STILL WORKS.

What happens when improving efficiency starts reducing your revenue?

For decades, much of the outsourcing industry has relied on selling people, hours and capacity. But AI, automation and changing customer expectations are challenging the economics of that model.

If a BPO removes 15% of the hours it sells, what happens to its revenue? If a client invests in automation, who captures the financial benefit? And how do both parties build a relationship that rewards better business outcomes rather than more activity?

These are not questions for the future. They are commercial decisions businesses need to be making now.

£149 to challenge decisions that could shape the next three years of your business.

The BPO State of the Nation 2026 examines the pressures reshaping outsourcing and provides practical tools to help providers, buyers and investors evaluate what comes next.

WHAT DOES YOUR £149 INVESTMENT INCLUDE?

The 67-page State of the Nation Report

An independent examination of BPO commercial models, AI, procurement, governance, workforce challenges and the changes needed to build a more sustainable industry.

Editable 36-month financial workbook

Test different operating assumptions, examine investment requirements and understand how changing the commercial model could affect profitability and client value.

Managed-service opportunity model

Explore how a traditional hourly operation could transition towards a commercial arrangement that rewards business results rather than the volume of hours delivered.

Investment assessment companion

A structured framework to challenge investment assumptions, identify risks and examine whether proposed changes are commercially justified.

Private Decision Room – 23 November, 3pm UK

Join Dave D'Arcy for a live discussion examining the report's findings, challenging assumptions and exploring what the industry needs to do differently.

WHAT COULD CHANGING THE MODEL ACTUALLY MEAN?

Consider an illustrative 100-person customer operation transitioning from hourly billing towards a managed-service arrangement.

Under the financial workbook's Base case assumptions, the provider generates £530,400 in additional net benefit over 36 months, while the client achieves £251,600 in additional net value.

But there's a catch.

The provider reaches sustained payback in month 11. The client doesn't reach it until month 25, with a maximum funding requirement of approximately £181,000.

Both parties can benefit. But who carries the cost while one waits for the return?

That's the kind of commercial question the report explores, and the accompanying workbook allows you to test different assumptions for yourself.

These figures are illustrative model outputs, not forecasts or actual customer results.

WHY LISTEN TO DAVE D'ARCY?

With more than 35 years working across contact centres, outsourcing, customer operations and technology, Dave has led major operational programmes across the UK and international markets.

As Founder of Laughing Leadership, he works with outsourcing providers and buyers to challenge operating assumptions, improve performance and develop more sustainable commercial relationships.

This research combines industry analysis with the practical perspective of someone who has spent decades working inside the businesses and operating models being examined.

IS YOUR BUSINESS'S FUTURE WORTH A £149 INVESTMENT?

The outsourcing industry is changing. The commercial decisions made now could determine which businesses prosper and which find themselves defending an increasingly difficult model.

The question isn't whether change is coming. It's whether your business is commercially prepared for it.

£149 – Complete Report and Decision Toolkit

Immediate digital access to the full research and financial tools, plus an invitation to the private Decision Room on 23 November.

Make the decisions with your eyes open.