This IDC study highlights the fact that even thought there is a current trend of moving away from the guaranteed income, longer-term megadeals, there are substantial opportunities for all tier vendors within the newer selective sourcing environment. There is a growing need to drive through innovation, flexibility, and a collaborative approach whilst still managing the cost of sale but it should not be at the expense of making any and every sale.

"With this shifting focus and the different growth drivers, service providers will need to adapt to the changing customer requirements and align with the important trends to capitalise on these opportunities," states Jens Butler, associate director, Outsourcing and BPO Services, IDC Australia.