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Knowledge process outsourcing (KPO)

Outsourcing of core, information-related work activities to different companies with expertise in special areas
Glossary >G - L

What is knowledge process outsourcing (KPO)?

Knowledge Process Outsourcing (KPO) is an outsourced company specializing in core, information-related work activities, with deep expertise in niche or complex functions. KPOs are built around skilled and technical individuals.

BPO vs KPO

While business process outsourcing (BPO) involves the outsourcing of services, KPO provides in-depth knowledge, expertise, and analysis on complex topics. In this sense, a KPO can be a subset of BPO.

Why do organizations use KPOs?

When an organization urgently needs expertise or knowledge in a particular field, it can be more cost effective and faster to utilize a KPO, rather than hiring and training an in-house contact center. The KPO provides the agents with knowledge and training, enabling organizations to deliver a support experience sooner. Additionally, KPOs scale up and down based on need from the organization, meaning that organization doesn't have to maintain headcount that's being underutilized.

What are examples of KPO services?

  • Data analytics and insights: Advanced data analytics allow companies to gather actionable insights into their work and make data driven decisions on those insights, often using speech analytics and sentiment analysis.
  • Market research: Market research provides organizations comprehensive insights into their customers, industries, verticals preferences, wants, and opinions.
  • Medical services and research: Everything from testing to profiling can be outsourced to a KPO.
  • Accounting and finance: Complex accounting work, payroll data, and other finance-related jobs are often transferred to  KPO service providers.
  • Data management: Data integration, storage, retrieval and sharing, and cloud management can be handled by a KPO.