Business Process Outsourcing (BPO) has become an essential element in the UK business landscape. From customer service and technical support to finance, sales, collections and back-office operations, businesses have increasingly relied on external service providers to handle routine and speciality business functions.

The UK is home to a particularly mature outsourcing market. It includes large international companies such as Teleperformance, Concentrix and Foundever, alongside established British providers such as Capita and Serco. It also contains specialist firms, focussing on particular industries or customer-service requirements.

Choosing the right BPO provider is not as simple as just finding a company that can answer calls or process transactions. Businesses also need to consider technology, data protection, workforce quality, scalability, industry experience and the ability to maintain a consistent customer experience.

Below are 10 well-known BPO companies with a significant presence in the UK.

1. Capita

Details	Information
Company Name	Capita plc
Founded	1984
Headquarters	London, UK
UK Head Office	Floor 1, 2 Kingdom Street, Paddington, London W2 6BD, UK
Business	Business Process Outsourcing (BPO) and business services
Main Products/Services	Business process outsourcing, customer and citizen services, digital transformation, AI-enabled business services, payments and collections, pension administration and technology-enabled services
Main Focus	Helping public- and private-sector organisations run complex business processes more efficiently using technology, data, AI and human expertise
Key Figure	Adolfo Hernandez – Chief Executive Officer
Public Listing	Publicly listed on the London Stock Exchange (Capita plc)
Funding/Valuation	Publicly traded; market valuation varies with its share price

Capita is one of the most established names in the UK outsourcing industry. The company has been involved in business services and customer management for decades, and has a substantial presence across the UK and Ireland.

Its services include areas such as customer contact, collections, sales and retention, technical support and back-office operations. Capita works across several sectors, including financial services, telecommunications, media and technology, energy and utilities, and retail.

The company has also been investing in automation and artificial intelligence, as customer-service expectations continue to evolve. Its approach combines technology with human assistance, rather than relying on wholly automated systems.

Capita’s long-standing relationships with large organisations make it particularly relevant for businesses interested in a large-scale outsourcing partner. Its 2025 reporting notes contact-centre work across financial services, TMT, energy and utilities, and retail.

2. Teleperformance

Details	Information
Company Name	Teleperformance (TP)
Founded	1978
Global Headquarters	Paris, France
UK Presence	9,000 people across England, Scotland and Northern Ireland
UK Registered Office	Teleperformance Global Services UK Limited, Spectrum House, Bond Street, Bristol BS1 3LG, UK
Business	Digital business services and BPO
Main Products/Services	Omnichannel customer service, CRM, customer acquisition, back-office processing, debt collection, multilingual services, technical support, visa application and biometric services, digital transformation, intelligent automation and advanced analytics
Main Focus	Customer experience and business-process transformation using technology, analytics and human support
Key Figure	Jorge Amar – Chief Executive Officer of TP Group
Public Listing	Publicly listed on Euronext Paris
Funding/Valuation	Publicly traded; market value varies with its share price

Teleperformance is one of the world’s best-known customer experience and BPO companies, serving businesses across multiple countries.

In the UK, the company provides services including customer care, technical support, sales, back-office processing and other customer experience functions. Its international footprint can be useful for businesses needing multilingual or multi-country support. 

Teleperformance has also evolved beyond traditional call-centre services. Digital customer experience, analytics, artificial intelligence and technology-supported customer interactions have become increasingly important elements of the BPO industry.

PwC’s Global Service Study identifies Teleperformance among the leading BPO providers in the UK, alongside companies such as Foundever, Concentrix and Capita.

For large organisations dealing with substantial customer volumes, its international scale is one of the company’s most noticeable features.

3. Concentrix

Details	Information
Company Name	Concentrix Corporation
Founded	2004
Global Headquarters	Newark, California, USA
UK Presence	12 strategic locations across the UK, with over 9,000 employees
UK Locations	Bedford, Derby, Dundee, London, Edinburgh, Nottingham and Sheffield
Business	Global technology and services (BPO) and customer experience
Main Products/Services	Customer engagement, technical support, digital operations, strategy and design, data and analytics, enterprise technology, AI-enabled operations, digital transformation and process optimization
Main Focus	Designing, building and running integrated human + AI solutions and customer-experience operations for major brands
Key Figure	Chris Caldwell – President and CEO
Public Listing	Nasdaq (ticker: CNXC)
Funding/Valuation	Publicly traded; market value varies with its share price

Concentrix is another major global customer experience and BPO provider with a strong presence in the UK market.

The company works with organisations across industries, providing services covering customer support, technical assistance, sales, digital operations and other business processes.

One of the shifts taking place across the BPO industry is from traditional voice-based support towards a wider combination of voice, email, chat, social media and digital channels. Concentrix works within this broader customer-experience model.

The company is also known for combining human customer-service teams with analytics, automation and digital technology.

Concentrix is consistently identified among the major players in the global BPO and customer-experience market. Everest Group’s BPS research also names Concentrix as among the leading global providers by revenue.

For companies operating across multiple markets, its international delivery model is particularly relevant.

4. Foundever

Details	Information
Company Name	Foundever Group
Founded	1994
Global Headquarters	Luxembourg
UK Presence	4,000+ associates across 13 locations and 50+ clients
UK Locations	Coventry, Exeter, Kingston and Newcastle
Business	Customer experience (CX) management and BPO
Main Products/Services	Customer care, back-office support, collections, sales and retention, technical support, multilingual support, trust and safety, hybrid/work-at-home delivery and AI/CX analytics
Main Focus	Combining people, technology, data and AI to deliver scalable customer experiences for global brands
Key Figure	Benoit Leclercq – Interim Chief Executive Officer
Public Listing	Privately held / not publicly listed
Funding/Valuation	Not publicly disclosed

Foundever is another major name in the UK BPO industry, having been created through the combination of Sitel Group and SYKES, bringing together two established customer-experience businesses.

Foundever provides customer care, technical support, sales, retention and back-office services. It works with businesses in areas such as technology, retail, financial services, healthcare and other consumer-facing industries.

A key element of its offering is customer experience management, with work not being limited to answering telephone calls. Depending on the contract, outsourced teams can manage several stages of the customer journey.

Foundever is notable for its international delivery network, allowing businesses to develop programmes that combine UK-based operations with teams elsewhere, where appropriate.

Industry research has repeatedly included Foundever among the major customer-experience providers operating in the UK and wider EMEA region.

5. TTEC

Details	Information
Company Name	TTEC Holdings, Inc. (TTEC)
Founded	1982
Principal Place of Business	Austin, Texas, USA
UK Presence	Opened its first UK location in 2020, with its current UK site in Leeds
UK Office	6th Floor, Westgate, 6 Grace Street, Leeds, LS1 2RP, United Kingdom
Business	Digital customer experience technology and services (business process outsourcing)
Main Products/Services	Customer experience services, customer engagement, revenue generation, digital customer experience, digital transformation, AI-enabled solutions, analytics and technology services
Main Focus	Combining technology, data, AI and human expertise to deliver customer experience and business-process solutions
Key Figure	Kenneth Tuchman – Chairman & Chief Executive Officer
Public Listing	Nasdaq (ticker: TTEC)
Funding/Valuation	Publicly traded; market value varies with its share price

TTEC is a global customer-experience company, providing both traditional outsourcing and technology-focused services.

Its work includes customer service, technical support, sales, digital customer experience and other customer-management functions. The company combines people, technology, analytics and automation in its approach to outsourced operations. This has become increasingly important, as BPO has changed considerably from the traditional image of a large call centre. Customers now expect businesses to respond through several channels, and often want immediate answers through digital platforms.

TTEC’s services are designed around this changing environment, and its international presence makes it suitable for organisations requiring customer operations across different markets.

The company is recognised as one of the established players in the global customer-experience outsourcing industry.

6. Serco

Details	Information
Company Name	Serco Group plc
Founded	1929
Headquarters	Hook, Hampshire, UK
UK Head Office / Registered Office	Serco House, 16 Bartley Wood Business Park, Bartley Way, Hook, Hampshire RG27 9UY, United Kingdom
Business	Government and public-services provider / business process and operational services
Main Products/Services	Defence, justice and immigration, transport, health and facilities management, citizen services, service design and advisory, resourcing, complex programme management, systems integration, case management, engineering, asset and facilities management
Main Focus	Delivering critical public services for governments using people, technology and operational expertise
Key Figure	Anthony Kirby – Group Chief Executive
Public Listing	London Stock Exchange
Funding/Valuation	Publicly traded; market value varies with its share price

Serco is a UK-based international services company, with extensive experience working with governments and large organisations.

Although Serco is broader than a conventional customer-service BPO provider, its outsourced services include customer contact, business support and operational functions. The company has significant experience in public-sector services, distinguishing it from providers focussing solely on commercial contact centres.

Serco has worked across areas such as government services, transport, defence, healthcare and other public-facing operations.

For organisations operating in highly regulated or complex environments, experience with large-scale public services can be an important consideration.

Its position in the UK outsourcing landscape reflects the country’s long history of using external providers to deliver services on behalf of both public and private organisations.

7. Firstsource

Details	Information
Company Name	Firstsource Solutions Limited
Founded	2001
Registered Office	1st Floor, Athena Towers, Mindspace Malad, Goregaon (West), Mumbai – 400 063, India
UK Head Office	Firstsource Solutions UK Limited, Space One, 1 Beadon Road, London W6 0EA, UK
UK Presence	Firstsource operates across the UK and its current listed UK locations include London, Middlesex, Derby, Glasgow and Clydebanks
Business	Specialist Business Process Services (BPS) / business process outsourcing
Main Products/Services	Business process management, customer experience, transaction processing, CRM, collections and receivables management, healthcare, communications, media and technology, retail and diversified industries
Main Focus	Domain-led intelligent operations, combining automation, AI, analytics and human expertise to drive better business outcomes
Key Figure	Rajesh Krishnan – Managing Director and CEO
Public Listing	Publicly traded on NSE and BSE in India
Funding/Valuation	Publicly traded; market value varies with its share price

Firstsource is a business process management company providing outsourcing services across areas including customer service, healthcare, financial services, communications and media.

Its services can include customer contact, back-office processing, collections and other business operations.

The company has a strong international delivery model, supporting organisations across different markets. It also focusses on digital transformation, automation and analytics, alongside traditional outsourcing services.

Firstsource is particularly relevant to businesses looking for more than standard call handling, with outsourced teams being able to become involved with several operational processes behind the customer experience, depending on the project.

The company is also listed among the providers contributing to the UK contact-centre outsourcing industry represented by the CCMA.

8. WNS

Details	Information
Company Name	WNS Global Services / WNS Holdings Limited
Founded	1996
Current Status	Acquired by Capgemini; acquisition completed on October 17, 2025. WNS is no longer an independently listed public company
Historical Global Headquarters	Mumbai, India
UK Headquarters	WNS Global Services (UK) Ltd, HYL, 23rd Floor, 105 Bunhill Row, London EC1Y 8LZ, UK
Business	Digital-led business transformation and Business Process Services (BPS)
Main Products/Services	Customer experience services, finance and accounting, procurement, research and analytics, industry-specific business processes, data and analytics, AI-enabled transformation and intelligent operations
Main Focus	Combining domain expertise, technology, AI, analytics and human talent to transform business processes
Key Figure	Keshav R. Murugesh – former WNS Group CEO
Public Listing	Formerly listed on the New York Stock Exchange (NYSE: WNS); no longer independently listed after the Capgemini acquisition
Acquisition Value	$3.3 billion cash consideration, excluding WNS net financial debt

WNS is a global business process management company providing outsourced services to organisations across several industries.

Its work includes customer experience, finance and accounting, procurement, research and analytics, insurance-related processes and other back-office functions.

An interesting feature of WNS is the extension of its offering beyond traditional customer support. A company may outsource an entire business process, rather than simply handing over its customer-service calls.

This makes the provider relevant to organisations searching for a broader BPO arrangement.

WNS has also been identified among major global business process service providers by industry research. Everest Group’s BPS research names WNS as among the established companies in the wider BPS market.

9. TELUS Digital

Details	Information
Company Name	TELUS Digital (TELUS Digital Experience)
Founded	2005–06, originating when TELUS invested in Ambergris Solutions in the Philippines
Headquarters	Vancouver, British Columbia, Canada
UK Presence	United Kingdom, listed among its global operating locations
Business	Digital customer experience, business process services, AI and digital technology solutions
Main Products/Services	Customer experience and customer care, digital solutions, AI data solutions and data annotation, trust and safety, IT services, service desk, cloud and digital solutions, analytics, automation and digital product engineering
Main Focus	Designing, building and delivering AI-powered digital customer experiences and technology-enabled business solutions
Key Figure	Tobias Bell – President of TELUS Digital
Public Listing	No longer publicly listed; TELUS completed its acquisition of TELUS Digital in October 2025 and now owns it
Funding/Valuation	Acquired by TELUS for approximately US$539 million aggregate consideration

TELUS Digital, formerly known as TELUS International, is another significant name in customer experience and digital business services.

The company provides customer service, technical support, digital solutions, content moderation, AI-related services and other outsourced operations.

Its focus reflects how the BPO sector has expanded in recent years, with outsourcing no longer limited to telephone-based customer service. Companies can also outsource digital interactions, technology-supported processes and specialised online operations.

TELUS Digital has an international workforce, supporting businesses operating in different markets and languages.

For companies with a strong digital presence, services relating to online customer experience and digital operations can be particularly relevant.

The company is also included among major global customer-experience providers in industry market analysis.

10. HGS

Details	Information
Company Name	Hinduja Global Solutions (HGS)
Founded	1995
Global Headquarters	1st Floor, Gold Hill Square Park, #690, Bommanahalli, Hosur Road, Bengaluru, Karnataka 560068, India
UK Head Office	Suite 14, 5th Floor, Ealing Cross, 85 Uxbridge Road, London W5 3YF, UK
Business	Business process management, customer experience and digital services / BPO
Main Products/Services	Customer experience and contact-centre services, back-office and business process services, digital solutions, AI-enabled services, analytics, automation and technology services
Main Focus	Delivering customer experience and business-process solutions by combining people, technology and AI
Key Figure	Partha Desarkar – Group CEO
Public Listing	Publicly listed in India on NSE and BSE
Funding/Valuation	Publicly traded; market value varies with its share price

HGS, or Hinduja Global Solutions, is an international outsourcing and customer-experience provider, operating in different markets in order to serve businesses.

The company provides services such as customer support, technical assistance, sales, back-office operations and digital customer experience.

HGS has experience across sectors including healthcare, retail, telecommunications and other customer-focused industries.

Like many modern BPO companies, HGS has shifted to a model combining employees and digital tools and automation. This allows businesses to manage large volumes of customer interactions, while also collecting data that can be used to improve service processes.

HGS is included among the companies participating in the UK’s contact-centre outsourcing ecosystem, according to the CCMA’s 2025 industry report.

What Services Do UK BPO Companies Provide?

BPO companies can handle a surprisingly wide range of business activities. Customer service remains one of the biggest areas, but is only one element of the market.

Common BPO services include:

• Customer support
• Telephone and email support
• Technical support
• Sales and lead generation
• Customer retention
• Collections
• Finance and accounting
• Data processing
• Back-office administration
• Claims processing
• Healthcare support
• IT and technical services
• Digital customer experience
• Analytics and reporting

The exact services offered vary from one provider to another, with some focusing on customer experience, while others have much broader business-process capabilities.

Why Do UK Businesses Use BPO Companies?

While cost reduction is one reason companies outsource, it is not the only one.

BPO can allow a business to scale its operations without hiring a large permanent internal team. This can be especially useful, when customer demand changes during different periods of the year.

A benefit of outsourcing is the access to special skills. A BPO provider may have trained employees, established processes, technology and management systems which would take a company considerable time and money to build up internally.

Outsourcing also allows internal employees to focus on higher-value activities, and routine operational work can be handled by an external partner.

Technology is a major factor, with BPO providers increasingly using automation, artificial intelligence, analytics and omnichannel platforms to support customer interactions.

However, outsourcing does not always solve every business problem. Companies still need to monitor quality, security, compliance, customer satisfaction and service levels.

How to Choose a BPO Company in the UK

• There is no one BPO provider that will suit every organisation.
• Before signing a contract, businesses should consider several factors.
• Industry experience: A provider familiar with financial services, healthcare, retail or another regulated sector may already understand critical requirements.
• Location: Some companies prefer UK-based teams, due to language, cultural familiarity and customer expectations. Others use a mixture of UK, nearshore and offshore locations.
• Technology: Businesses should consider the platforms, automation tools, reporting systems and security technology used by the provider.
• Scalability: An outsourcing arrangement should be able to increase or reduce capacity, depending on business requirements.
• Data protection: UK businesses should examine how customer information is stored, accessed and transferred. UK GDPR and the Data Protection Act 2018 can be especially important depending on the outsourced work.
• Service quality: Businesses should establish clear service-level agreements and measurable performance indicators, prior to the contract commencing.

The Future of BPO in the UK

The BPO industry is evolving rapidly. Artificial intelligence and automation are already influencing how customer-service operations are designed.

Simple enquiries can increasingly be handled through self-service tools and automated systems. More complicated situations, however, still require human judgment and communication.

This is driving a hybrid model, where technology handles repetitive tasks, and employees deal with more complex or sensitive customer interactions.

Capita, for example, has highlighted the growing use of AI and automation within customer experience services, while industry research also points towards an increase in the use of digital and omnichannel solutions.

Another major trend is the use of flexible delivery models, rather than keeping every employee in one location. Businesses can combine UK-based teams with nearshore or offshore operations, providing companies with more options. Decisions around location need to take customer expectations, security, regulation and service quality into account, however.

Conclusion

The UK BPO market includes a mixture of large international providers, established British outsourcing companies and specialist customer-experience businesses. Companies such as Capita, Teleperformance, Concentrix, Foundever and TTEC operate on a large international scale, while providers such as Serco provide extensive experience in UK-based and public-sector services.

The right BPO partner ultimately depends on what a business actually needs. A company looking for customer support may have different requirements to one outsourcing finance, healthcare administration or technical operations.

As technology continues to develop, BPO is also moving beyond traditional call centres. AI, automation, analytics and digital customer-service channels are becoming increasingly important. However, people remain an essential element of the industry, particularly in helping customers with complicated, or sensitive issues.

For businesses considering outsourcing in the UK, the most important step is therefore to look beyond company size and examine factors such as industry expertise, technology, security, scalability, location and service quality.

Frequently Asked Questions

1. What is a BPO company?

A BPO company provides business processes or services on behalf of another organisation. These services can include customer service, technical support, sales, finance, data processing, and back-office administration.

2. What are the top BPO companies in the UK?

Well-known BPO providers operating in the UK include Capita, Teleperformance, Concentrix, Foundever, TTEC, Serco, Firstsource, WNS, TELUS Digital, and HGS. The most suitable provider depends on the services, business requirements, and industry involved.

3. Is Capita a BPO company?

Yes. Capita provides a range of outsourced business and customer-experience services, including contact-centre operations, customer management, sales, collections, and back-office services.

4. What is the difference between BPO and a call centre?

A call centre generally focuses on handling telephone-based customer interactions, whereas BPO is a broader term that can include customer service, finance, administration, data processing, technical support, sales, and other business processes.

5. Why do companies outsource business processes?

Businesses may outsource to reduce operational costs, gain access to specialist skills, increase flexibility, improve customer support, or allow internal employees to focus on core business activities.

6. Are BPO companies in the UK only used for customer service?

No. BPO providers can handle many different processes, including finance and accounting, healthcare administration, technical support, collections, sales, data processing, and back-office operations.

7. Do UK BPO companies use artificial intelligence?

Yes. AI and automation are becoming increasingly common in customer experience and business-process operations. These technologies can support areas such as self-service, chatbots, analytics, workflow automation, and customer-support assistance.

8. Can small businesses use BPO services?

Yes. BPO services are not limited to large corporations. Small businesses can outsource specific functions such as customer support, appointment handling, administration, or technical assistance instead of building a large internal team.

9. Is outsourcing to another country common in the BPO industry?

Yes. Many international BPO providers operate across multiple countries. Businesses may use a combination of UK-based, nearshore, and offshore teams depending on factors such as cost, language, staff availability, security, and customer requirements.

10. What should a business check before hiring a BPO provider?

A business should consider the provider’s industry experience, pricing structure, security standards, data-protection practices, technology, location, staffing model, scalability, and service-level agreements before signing a contract.