Outsourcing has been on the rise in the last decade, as businesses across industries make use of the service. With the rapid developments in technology, outsourcing companies are continuously changing the way they work to better adapt to these advancements. Being able to ride the trends can make all the difference in providing top-notch services and outpacing the competition.
This infographic will discuss some of the best practices, trends, and statistics in outsourcing for 2021.
Emerging Trends in Outsourcing for 2021
Outsourcing has long been a part of the modern business industry. These outsourcing trends are on the rise, influencing the way providers expand and manage their services.
1. Knowledge process outsourcing
Knowledge process outsourcing (KPO) is a type of outsourcing that deals with specialised knowledge and problem-solving. Services covered by KPO include financial consultancy, research and development (R&D), data analysis and interpretation, and technical analysis.
As various industries become more sophisticated and adopt advanced technology, KPO will play a valuable role in outsourcing services. Companies looking to expand or fill a gap for highly-skilled professionals may use KPO to fulfil their requirements while keeping costs low.
2. Robotic process automation
Artificial intelligence (AI) in outsourcing and other emerging technologies for automation is steadily increasing. While still a novel technology, robotic process automation (RPA) can help outsourcing providers manage workloads effectively and elevate their services.
Also known as intelligent automation or smart process automation, RPA utilises artificial intelligence to assist businesses. For example, RPA can upgrade help desk software and prompt visitors with solutions based on previous site behaviour and a series of leading questions. It can also automate internal tasks, allowing staff to focus on more critical projects.
Deloitte’s 2018 survey found that 72% of organisations were considering or had already adopted RPA to improve work accuracy and efficiency. Outsourcing providers who use this disruptive technology have a chance of outpacing competitors.
3. Social media as a customer service channel
One of the rising trends in outsourcing is the adoption of social media as a customer service channel.
With a 49% global penetration rate, social media apps and platforms reach millions of people around the world. Bringing customer service to social media platforms means interacting with your clients where they already are, creating a more seamless customer experience and raising overall satisfaction.
4. Staff upskilling
As automation takes over menial and repetitive tasks, the focus of staff work will move towards more specialised knowledge.
Upskilling enhances the knowledge and capabilities of outsourcing staff, elevating and expanding the level of service they provide. New channels of customer support—such as social media—and niche specialisations are just some aspects that can become available with the right training.
5. Cloud computing
Cloud computing has become a game-changer for many industries, giving access to services like storage and processing power to users on-demand. Through a pay-per-usage model, outsourcing providers can offer their IT infrastructure to paying customers for server, storage, and networking needs.
A 2018 Deloitte study found that 93% of respondent organisations were considering, if not already, using cloud services. By partnering with a provider, businesses can expand and scale up operations without the costly investment of on-premise IT infrastructure.
5 Outsourcing Best Practices Your Business Should Follow
Deciding to use an outsourcing provider for your business, when done right, can yield excellent results. To ensure a successful experience, below are the best practices in outsourcing to consider:
1. Set well-defined objectives
Deciding to outsource for your business means finding a solution that best fits your specific needs and objectives. Identify what aspect of your business will require outsourced labour and how the provider will fill the gap. This will help set expectations for both parties and ensure that the service rendered will align with the objectives.
2. Strengthen management relations
Successful partnerships between a company and its outsourcing provider will depend on how well they work together. Project leaders and managers can improve their ties through mutual respect, commitment to the agreed-upon terms, and attributing successes to those who deserve it.
A positive working relationship with your provider can be the catalyst for growth and trust in the long run.
3. Ensure data security and regulatory requirements compliance
Keeping sensitive customer information safe must be a priority, especially when a third-party provider is involved. Review any data security and regulatory requirements and look for a provider that can adhere to these standards.
Aside from minimising the risk of data breaches, non-compliance with existing laws and regulations will result in hefty fines and tarnish your reputation.
4. Improve conflict management processes
When working with different people, a little conflict is to be expected. It is crucial to effectively resolve any disputes to improve team relations and overall work performance.
To do this, you will need to create or enhance the conflict management processes, which both you and the partner-provider should abide by. Ensure that these processes involve a hierarchy of escalation and principled negotiation for better representation and prioritisation.
5. Communicate clearly and regularly
One of the biggest factors in achieving success with outsourcing is communication with your chosen partner. Clear and regular contact will help reduce errors and ensure that deliverables, milestones, and other requirements are satisfied. Additionally, time-sensitive projects will require close coordination to ensure timely delivery.
Partner with the Best Outsourcing Company
Like many others, the outsourcing industry has begun to adapt its services to accommodate the changes in technology and the evolving needs of the business landscape. Despite these exciting changes, the best practices when working with an outsourcing partner remain rooted in the values of transparency, integrity, and communication.
Select VoiceCom is Australia’s premier call centre in the Philippines, with a professional call centre management service that can give your customer support a boost. To learn more about this top-notch service, contact us today.