February 06, 2026
Research Reveals Businesses Demand Greater Transparency from BPO Partners
The business process outsourcing sector faces a credibility challenge as new data suggests traditional sales methods are failing to win over prospective clients. Industry leaders are now calling for a fundamental shift toward greater transparency and independent verification.
David Neale, founder and CEO of GBPO Solutions, is urging outsourcing firms to adopt more transparent practices following research from Ryan Strategic Advisory that exposes a significant trust gap. The data reveals that 75% of organisations seeking outsourcing partnerships remain unconvinced by traditional BPO sales approaches.
The study, which surveyed markets across the UK, USA, Canada, Germany, and Australia, uncovered compelling trends: an overwhelming 94% of businesses prefer working with accredited providers, while 84% would welcome guidance from independent industry specialists, provided no commission changes hands between the advisor and the BPO
Neale said: “The BPO industry needs to think differently when it comes to client attraction.
“It’s a shock to the market that two-thirds of businesses simply aren’t trusting target-driven BPO sales teams or commission-focused brokers, and that’s a big red flag, however you look at it. It’s clear that over-zealous practices are creating mistrust, which is hampering the industry’s reputation.
“What businesses are saying is loud and clear – they crave authentic BPO partnerships with companies who are accredited and they can therefore trust the BPO’s credentials across important areas, including policies, processes, people and technology. It’s a big decision for businesses to outsource so it’s vital that they have full confidence in their partner.
“The research clearly shows that trust and transparency are far more important than experience and price. The sector must not forget that clients are risking their brand, reputation, performance and customers – price is secondary to their most valuable assets.
“Overall, this latest research should be the moment that many BPOs hit the reset button. It’s a wake-up call, and the market clearly wants to partner differently with BPOs, and ones that are independently assessed.
The findings suggest a fundamental shift in how businesses evaluate outsourcing relationships, with credibility and verified credentials now outweighing traditional considerations such as pricing and tenure.
