High-performing BPO isn't created by providers alone — it comes from the alignment of people, processes, technology, governance and delivery models working together towards a common outcome.
At ONE, we help organisations strengthen every link through BPO, Shared Services, Technology and Transformation expertise. Whether you’re evaluating an existing provider, scaling operations, adapting to AI, or reassessing your operating model entirely, we help create measurable, sustainable outcomes.
We recommend starting with the ONE BPO Health Check — a structured diagnostic designed to assess the health of your BPO against the Eight Pillars of BPO Success.
Our Hands-On Experience
We have sat on the client side of the table. Our team has held executive and senior accountability for BPO performance, Shared Services operations, technology transformation, customer delivery, commercial outcomes, and governance and risk management. We have designed, governed, transitioned, scaled and operated BPO environments ourselves — our recommendations are grounded in practical execution, not theoretical frameworks.
60+
Years of combined business, BPO, operations and technology leadership experience
13
Countries of operational experience across APAC, UKI and North America
700+
Multi-country workforce managed at peak leadership scale
Why choose ONE?
Our Offering
Hands-On Delivery
We don’t just advise — our team works alongside yours to eliminate bottlenecks and deliver outcomes.
Fix an Underperforming BPO
When an engagement is operating but failing to deliver expected outcomes, the root cause often sits beneath the metrics.
Independent by Design
Our recommendations are based on what delivers the best outcome for your organisation — whether that means optimising an existing provider, introducing AI, or redesigning delivery entirely.
Adapt to Change
AI, automation, changing customer expectations and regulatory requirements are reshaping how work gets done. Many BPO arrangements were designed for stability, not change.
Scale Without Breaking It
Growth creates complexity. Adding people alone rarely solves it. Successful scaling requires the right operating model, governance, leadership capability and technology foundations.
BPO Health Check
A structured diagnostic that assesses your BPO against the Eight Pillars of BPO Success — identifying risk, uncovering opportunity, and providing a clear roadmap.
FIX AN UNDERPERFORMING BPO
Your BPO looked great on paper. So why isn’t it working? When an engagement is operating but failing to deliver expected outcomes, the root cause often sits beneath the metrics. The challenge is understanding where performance is being lost — and why.
Your Challenges
- Service levels are being met but business outcomes are not improving
- Accountability has become unclear between internal teams and providers
- Costs continue to rise without corresponding improvement
- Productivity has plateaued and teams are stuck in reactive firefighting
- Reporting tells you what happened, but not why — and the backlog keeps growing
- Processes are undocumented or outdated, and every change feels like a project
- Continuous improvement has stalled
Our Offer
- Perform a ONE BPO Health Check to identify root causes
- Create a clear understanding of where performance is being lost and why
- Deliver prioritised improvement opportunities based on business value and effort
- Provide a roadmap for sustainable improvement and accountability
- Recommend AI and automation strategies to improve processes and efficiency
- Work alongside your team to eliminate bottlenecks and smoothen operations
Our Best Practice
Fix the cause, not the symptom
Missed targets, quality concerns and rising costs are often symptoms of deeper issues in operating models, process design, governance, technology or accountability — often compounded by reactive directives and changes.
The root cause is not always where you expect it
A performance issue may be caused by leadership, culture, process design, technology, capability gaps, governance, or the handoffs between teams and providers — and often a combination of several factors.
Technology should simplify work
Technology delivers the most value when it removes effort, improves efficiency and quality, and supports growth and scalability. Adding complexity rarely improves outcomes.
ADAPT TO MARKET, TECHNOLOGY AND REGULATORY CHANGE
Change is constant. How is your BPO moving with it? Many BPO arrangements are designed for stability. AI, automation, changing customer expectations and regulatory requirements are now reshaping how work gets done. The challenge is implementing change without disrupting performance.
Your Challenges
- Existing processes have become deeply embedded, making meaningful change difficult despite broad agreement that improvement is needed
- Technology investments have been made, but adoption remains inconsistent and expected benefits have not been realised
- AI, automation and new technologies are changing how work is performed, but ownership and direction remain unclear
- Regulatory, privacy and data requirements are creating new constraints on where and how work can be delivered
- Customer expectations are evolving faster than delivery capabilities
- Incentive arrangements no longer reflect the realities of today’s operating environment
Our Offer
- Perform a ONE BPO Health Check with a clear view of AI, automation and technology opportunities
- Plan and recommend future-state operating model options
- Deliver a prioritised roadmap balancing value, risk and implementation effort
- Help align and optimise regulatory, operational and delivery impacts
- Support technology adoption and change throughout
Our Best Practice
Technology changes the way work is performed
AI, automation and new technologies influence more than cost. They change roles, workflows, responsibilities and performance expectations. Incentive arrangements need to evolve alongside the work itself.
Build for change
Technology, regulations, customer expectations and business priorities will continue to change. The strongest operating models are designed to adapt without creating adverse disruption.
Renegotiation works best before the crisis
The strongest outcomes are achieved when relationships remain constructive. Delaying difficult conversations often reduces flexibility and limits available options.
Change succeeds when people understand and support it
Technology, process redesign and new delivery models are more likely to succeed when teams understand the purpose behind the change, how success will be measured, and what it means for them.
SCALE BPO WITHOUT BREAKING IT
Growth creates complexity. Adding people alone rarely solves it. Successful scaling requires the right operating model, governance, leadership capability and technology foundations.
Your Challenges
- Capacity cannot keep pace with demand
- Lack of prioritisation — teams are stuck in reactive mode
- Costs vs productivity disproportionately increase
- Quality declines as headcount grows
- New services are added without clear operating models
- Onboarding struggles to keep pace
- New geographies and coverage areas introduce complexity
Our Offer
- Perform a ONE BPO Health Check to identify scaling constraints and growth risks
- Work with you to create and deliver a practical roadmap to scale operations while maintaining quality and performance
- Support sustainable growth with visibility of future capacity and capability requirements
Our Best Practice
Stress-test before you scale
Pilots are designed to prove concepts. Scaling is designed to prove sustainability. Many organisations move from pilot to expansion before adequately testing operational resilience.
The connections matter as much as the functions
The strongest operating models focus on the connections between teams, processes, systems and decision-making structures. Handoffs, governance points and escalation paths often determine whether scale succeeds or fails.
Technology is only as effective as the requirements behind it
Technology can accelerate scale, but it cannot compensate for unclear processes, poor governance or undefined outcomes.
Meet The Team
Peter Rolshoven
Partner · ONE BT Australia
- 20+ years leading finance, transformation and post-merger integration across Germany, Australia and APAC
- Former CFO of a multinational SaaS and data business operating in 10+ countries — governing offshore operations and BPO from the buyer’s side of the table
- Co-founded ONE BT’s Australian practice.
Nikhil Roy
Partner · ONE BT Australia
- 25 years in enterprise technology leadership, including 10+ years as CIO/CTO of a multinational data and SaaS business — servicing clients in 11 countries with a 700+ workforce
- Deep experience in enterprise architecture, multi-cloud, AI and automation, and IT due diligence across six acquisitions
- Expertise in BPO setups and scaling with Automation & AI solutions.
Ashleigh Pattison
Partner · ONE BT Australia
- 15+ years leading operational, data and transformation initiatives across APAC
- Extensive experience managing and optimising offshore and onshore delivery teams, BPO operations and operating models through periods of growth, change and transformation
- Planning and Adoption of AI initiatives with a key focus on data quality and automation
The Eight Pillars of BPO Success
01
Governance & Commercial Model
02
Culture, Talent & Workforce
03
Process Design & Standardisation
04
Performance Management & Analytics
05
Technology & Systems
06
Risk, Continuity, Compliance & Security
07
Transition & Knowledge Transfer
08
Client Relationship & Partnership Model
Independent by Design
Our recommendations are based on what delivers the best outcome for your organisation. That may involve:
- Optimising an existing offshore provider
- Improving governance and accountability
- Introducing AI and automation
- Moving to a hybrid operating model
- Bringing work back in-house
- Redesigning delivery entirely
BPO Health Check Typical Timeframe: 4–6 weeks (20–30 person days)
Clear visiblity
- Where are we today?
- What’s holding us back?
- Where can AI, automation, and process optimisation deliver value?
- What is the potential business impact?
- What should we do next?
Actionable Intelligence
- Executive summary and findings
- Assessment across the Eight Pillars of BPO Success
- Root-cause analysis of performance issues
- AI and automation readiness assessment
- Prioritised roadmap of opportunities
- Estimated business value and benefits