Reinventing outsourcing: the winning bet of smart Business Process Outsourcing (BPO) in Mauritius

Jul 22
3 min read

Heading Towards Intelligent Business Outsourcing

In a context where automation, generative AI, and growing performance expectations are deeply transforming outsourced services, KLB is entering a new phase of development for its service center in Mauritius.Our ambition: to evolve our BPO model into an “augmented” approach—more agile, more analytical, and result-oriented—while preserving the human and methodological foundations that define our value.

Strong Foundations to Meet Evolving Needs

For over 15 years, our Mauritian platform has supported the back-office functions of our European clients—particularly in procurement, purchasing (P2P), finance, and IT support—with rigor and proximity.Today, we are strengthening this offering with a Business Process Outsourcing solution tailored to the new market standards: the ability to absorb volume peaks, secure critical processes, and gradually build operational intelligence.

“Each project starts with a detailed mapping of the processes to be outsourced: types of tasks, channels, volumes, complexity levels... We don’t settle for a static picture. We dig into workload drivers, bottlenecks, and opportunities for improvement,” explains Guillaume ALLERON, Head of the BPO offering for France and Mauritius.

Automate—But With Method

Aware that AI is reshaping the BPO landscape, we are structuring our roadmap around four key pillars:

Process formalization (mapping, workload drivers, friction points)
Building an AI-compatible operational framework
Upskilling our teams through immersive and collaborative methods (Work Shadowing)
Defining clear value-added objectives for our clients: faster turnaround, lower error rates, better peak management, improved reporting, and operational innovation

Supported by our human and technological investment plan, in partnership with our clients, we’re building an “AI-ready” BPO—designed to generate value. We implement traceable, documented processes, led by teams capable of detecting gaps, suggesting improvements, integrating automation solutions, and driving innovation.In other words, we aim to move beyond transactional outsourcing to build strategic, results-oriented partnerships with our clients.

Local Roots That Power Performance

Our Mauritian platform is structured around dedicated team leaders, close-knit supervision, and smooth coordination with our other delivery hubs. Each project is built on solid foundations: well-managed ramp-ups, co-designed KPIs, regular steering committees, and continuous documentation.

“It’s not just about execution—we’re truly part of the project. We understand the purpose behind each task. We know why we’re doing it. That’s motivating for the team, and I think our clients feel that,” shares Eric Bayejoo, local team leader.

We leverage Mauritius’s structural strengths: a skilled talent pool, minimal time difference with Europe, a stable regulatory environment, and strong tech infrastructure. This unique combination allows our BPO to deliver responsiveness, expertise, and continuity.

Tangible Results Through Co-Development

Several large enterprises already trust us to outsource part or all of their procurement or finance functions. The results speak for themselves:

Significant performance gains, with shorter turnaround times and SLA compliance above 98% within just a few months
Higher process reliability and drastically reduced error rates thanks to systematic root cause analysis (using QRQC and A3 methods from Lean)
Fast ROI, with payback achieved in less than a year for many clients
Strategic focus, allowing internal client teams to refocus on core business and high-value tasks

Each project also provides an opportunity to integrate user feedback into a continuous improvement loop:What are recurring pain points? What tasks can be automated? What skills can we develop within the team?

This co-development approach is actively fueling our shift toward a more digital and modular model—one that is more aligned with our clients’ strategic goals.

“What I really appreciate here is people’s mindset. They naturally care about service. They ask questions. They suggest ideas. When a client gives us a new process, you can feel their eagerness to do things well, to understand, and to grow,” says Eric Bayejoo, local team leader.

Rethinking Outsourcing—Together?

“Thanks to our BPO model combining operational excellence, enhanced agility, and close collaboration, we give our clients the ability to secure their processes while supporting their transformation.”— Paul Desdevises, Manager and Business Engineer at KLB

— Joanne JULIETTE, Managing Director, KLB | Mauritius

Interested in learning more? Let’s talk.

Paul Desdevises, Manager and Business Engineer at KLB

pdesdevises@klbgroup.com