In the business process outsourcing world, companies now have the ability to contract out specific business processes and functions to external service providers. This has become so popular that about 60% of businesses across Western Europe, North America and Australia have some type of partnership with an outsourcer. Within the UK alone, around the same proportion are also using outsourcers to manage some of their CX. The constant advances and never ending changes within the outsourcing world means that companies who are looking to outsource, now have more opportunities than ever to do so.

The functions that a client can outsource are infinite. We have seen functions such as IT, Finance & Accounting, HR and Recruitment all outsourced. As a company, USMAART focuses on CX outsourcing, while there are lots of functions within CX that can be outsourced we have categorised into the following areas:

• Customer Service; handling general enquiries, help customers and address and solve customers’ concerns.
• Acquisition; attracting new leads and executing sales whilst also ensuring the customer has a positive experience.
• Renewals and Retention; dealing with customers approaching contract end dates and executing win back and retention strategies.
• Debt Management; inbound and outbound debt collection. Execution of rehabilitation type protocol whilst ensuring customers get back into a normal payment rhythm whilst at the same time ensuring they are caught up with their arrear instalments.
• Workforce Management (WFM); allows clients to strategically allocate people and resources, track attendance and comply with constantly changing workplace laws and regulations.

Outsourcing presents a myriad of advantages, foremost among them being the reduction of costs and increased cost-effectiveness. This, in turn, empowers companies to concentrate on their core business activities, leveraging specialised service providers for efficiency customer support.

Beyond cost considerations, outsourcing affords access to a broader talent pool, tapping into the specialised skills of professionals that can significantly enhance organisational capabilities. The flexibility and agility of outsourcing partners are particularly valuable, enabling seamless scaling during peak seasons, periods of growth, and economic fluctuations. Moreover, outsourcing facilitates the establishment of a global presence without the requirement for substantial infrastructure and upfront investments, a significant advantage for companies venturing into new markets. Furthermore, outsourcing partners often invest in cutting-edge technologies and innovations, providing companies with access to advancements without necessitating additional internal investment.

Leveraging a matchmaking service such as USMAART provides companies with a uniquely tailored and bespoke solution. With a robust network compromising more than 20 BPO partners, spanning over 159 location and boasting a global workforce exceeding 95,000 professionals, our service extends across diverse industries, offering limitless possibilities. Engaging with USMAART incurs no additional or hidden costs for the client, ensuring they access our extensive industry knowledge and experience. Our clients will always receive fair and balanced advice and have all the facts before making an informed choice. We will always offer our honest advice and explain all the elements of partnering with a specific partner. Beyond the initial matchmaking process, our commitment transcends into the entire project lifecycle, providing continuous advice and guidance to optimise responsiveness and ensure maximum benefit for the client’s. In conclusion outsourcing offers a sea of benefits for companies seeking cost efficiency, global talent access, and increased focus on core competencies. From substantial cost savings to quick implementations of projects, outsourcing allows companies to leverage specialized expertise and resources, driving innovation and flexibility. While these advantages are significant, it is imperative for companies to approach outsourcing strategically, managing potential risks, and ensuring effective communication with their chosen outsourcing partners. With careful consideration and well-executed management, outsourcing can be a powerful tool for enhancing efficiency and competitiveness in today’s dynamic business environment.