Outsourcing was first identified as a mainstream business strategy in 1989 thanks to Eastman Kodak’s well-publicized deal with IBM. In just over 30 years (a relatively short period in the context of business history), the industry has experienced significant growth and evolution. In fact, the global Business Processing Outsourcing (BPO) industry currently exceeds $290 billion and is expected to approach $500 billion by 2030.
Once looked at as simply a cost reduction strategy related to routine back-office functions, the evolution of the industry is now allowing companies to become more efficient and effective by tapping into highly complex and innovative technologies and services provided by BPOs.
This industry evolution prompted the highly respected Deloitte to comment:
“Organizations are recognizing that disruptive solutions can revolutionize the way they do business, and that buying capabilities in the marketplace is generally faster and more scalable than developing capabilities internally. Outsourcing is about collaborating with partners in the marketplace to integrate services an organization cannot quickly build on its own to innovate, transform, propel its growth, and unnerve its competitors.”
In recent years, we have seen outsourcing adoption by new industries and company types. While outsourcing was most commonly associated with much larger global companies, we’re now seeing companies of all sizes realize the many benefits it provides. At Elevation Connect, we service start-up organizations to Fortune 500 companies handling in/outbound calls, email, chat, text and more.
If you’re like many other companies that have thought about outsourcing customer service,
sales, social media, back-office services, and related disciplines but have yet to take the leap,
here are some key benefits you can expect for your business:
Cost Savings Without a Reduction in Quality: Setting up or maintaining an in-house customer support team involves significant expenses, including salaries, benefits, infrastructure, and training. You should expect reductions in both fixed and variable costs, most notably IT and labor. Carefully scrutinizing potential BPOs will ensure that these cost savings don’t come at the expense of customer satisfaction.
24/7 Support: The right BPO will have strategic locations throughout the globe allowing for around-the-clock customer service, which can be challenging for in-house teams to manage. This ensures that your customers receive assistance at any time, enhancing overall customer satisfaction.
Access To Specialized Skills: The right BPO will have “walked in your shoes.” In other words, they’ll bring years of experience within your industry to the table. Instead of a drawn-out learning curve, they’ll offer advice and solutions based on that experience…right out of the gate.
Focus on Core Competencies: While you’ll still maintain control over outsourced functions to ensure that they align with your strategic objectives, you’ll be able to continue doing what made you successful in the first place…focus on your core business.
If you’re considering adding outsourcing as a core business strategy, we would love to talk. In the meantime, we’ll leave you with a final thought from Deloitte about outsourcing:
“History has shown that it is difficult to catch up if you ignore or delay acting on such disruptions. Those who see this as an opportunity to execute real change, even when it may cost more in the short term, will be far better positioned to gain competitive advantage in the long run. For those who don’t, they risk getting left behind their more nimble competitors.”
If you’re ready to be the company that wants to improve your CX, increase sales, improve attrition, and work force morale, all while your competitors fear being left behind you, we’d love to chat. In the meantime, you can learn more about us at www.elevationconnect.com or reach out to us at service@elevationconnect.com.
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