As business processes become increasingly digitized, companies are turning to outsourced customer experience (CX) solutions to meet their needs. The global BPO industry is growing rapidly, with the market expected to reach a value of USD $331.85 billion by 2023. In this blog post, we’ll explore the current state of outsourced services, the benefits of business process outsourcing and why outsourcing works, examine the areas that are most popular in the BPO industry, and take a look at some key stats and insights into this booming sector.
Types of BPO Services
Companies looking for outsourced solutions want vendors who can provide cost savings without compromising on quality or reliability. They’re also looking for comprehensive expertise in a range of different areas including supply chain management, analytics solution development, front office BPO, data mining/management/processing/warehousing/storage development/integration/implementation services; cloud computing; product engineering; mobile application development; system integration; offshore software testing; contact center operations and customer care; remote infrastructure management; web development; big data engineering; IT consulting; cybersecurity & compliance solutions; managed security operations centers (SOCs); managed detection & response (MDR);& more.
Companies want to outsource business functions to vendors who understand their specific needs in order to provide personalized solutions tailored specifically for their organization.
Where are Business Process Outsourcing BPO Companies Located?
- Onshore Outsourcing: Opting for a domestic provider to fulfill customer service and IT helpdesk duties.
- Nearshore Outsourcing: Leveraging the expertise of a near neighbor in order to gain cost-savings and benefit from an aligned time zone.
- Offshore Outsourcing: An advantageous approach that utilizes the knowledge of distant professionals, allowing companies to save resources whilst gaining access to specializations unavailable in-house. The Philippine BPO Industry continues to be a popular choice.
Benefits of Outsourcing Call Center Operations
When considering the pros and cons of outsourcing call center operations to outsourcing companies, cost savings are one of the biggest advantages. Not only can vendors have more experienced teams that require less training, but their overheads can be spread out among multiple clients to bring down costs for each customer.
There are also efficiencies gained from established processes and technology used in outsourced call centers compared to an internal team, plus businesses get much-needed flexibility when managing demand fluctuations as well as enabling internal employees to focus on core business objectives.
Outsourcing also lets companies focus on their core competencies instead of mundane day-to-day business operations and business functions like customer support.
The Current State of Outsourced CX
As companies turn to outsourcing solutions for their customer experience needs, they are looking for services that can help them cut costs, reduce complexity, and improve customer loyalty. Many businesses are leveraging outsourced services companies to provide the scalability and efficiency needed to support influxes in customer calls and communication. Companies are also using outsourced CX providers to create customer portals, handle inquiries and complaints, facilitate cross-channel communications, carry out surveys and analytics, and more.
Popular Areas in the BPO Industry
The fastest-growing areas in the BPO industry are those related to digital transformation. These include automation solutions such as robotic process automation (RPA) and artificial intelligence (AI). RPA solutions are popular because they enable companies to automate mundane tasks such as data entry or customer support. AI is popular for its ability to process large sets of data quickly and accurately. Other popular areas in the BPO industry include managed IT services, finance & accounting services, human resource services, call center services, marketing & market research services, document management systems, back-office administration & clerical support services, analytics & reporting services, legal advisory services and e-commerce fulfillment services.
Key Stats About Gig Customer Experience
Gig CX has become an increasingly important part of the outsourcing landscape as companies look for cost-effective ways to meet customers’ needs. A recent survey found that 89% of enterprises consider gig CX a viable option when it comes to providing customer experiences at scale. Additionally, 75% of consumers said they prefer gig companies over traditional service providers due to their fast response times and excellent customer service.
In conclusion, the global BPO industry is growing rapidly with some key stats indicating that companies must take advantage of these trends if they want to remain competitive in 2023. By leveraging technology such as RPA and AI for digital transformation projects as well as seeking out experienced vendors offering comprehensive expertise across a range of areas related to outsourced CX solutions will be crucial if businesses hope to succeed.
