Menu
In the Business Process Outsourcing (BPO) world, companies contract out specific business processes and functions to external service providers. According to the latest research by Ryan Strategic Advisory, about 60% of enterprises across Western Europe, North America and Australia have some type of partnership with an outsourcer. This is consistent in the UK, where about the same proportion are using third-party service providers to manage some of their CX. Over the last 10 years, outsourcing in the contact centre world has been increasing and the BPO sector now employs around 175,000 people in the UK. The vast number of changes within the sector now means that companies who are looking to outsource, now have more opportunities than ever.
One of the most momentous changes in the CX sector is the growing rate of digital communication channels. With the abundance of social media platforms, chatbots and messaging apps, consumers are turning to these channels to seek support and make purchases. Many organisations have identified the need to adopt these channels in order to keep up with consumer demands.
The most common reason for outsourcing is cost savings. Increasing cost effectiveness allows companies to focus on their core business activities whilst allowing customer support to be delivered by specialized service providers.
Outsourcing also provides access to a larger talent pool and a specialised skill set of customer service professionals that companies can benefit from. Ultimately this leads to improved customer satisfaction and more efficiency in problem resolution.
The flexibility of scaling is another added benefit of outsourcing; companies can benefit from flexible and agile outsourcing partners who are able to scale during peak seasons, periods of growth or economic fluctuations.
Outsourcing can also help companies establish a global presence without the need for extensive infrastructure, which is especially valuable for businesses looking to enter new markets.
The investment in the latest technologies and innovations is quite frequent amongst outsourcing partners, allowing the clients to benefit without the need for additional investment themselves. The ability to run a 24/7 operation is invaluable to a lot of companies, providing round the clock services enhances not only customer support but customer satisfaction.
The functions that a client can outsource are infinite. We have seen functions such as IT, Finance & Accounting, HR and Recruitment all outsourced. USMAART focuses on CX outsourcing. Whilst there are lots of functions within CX that can be outsourced we have categorised into the following areas:
Mon to Sat: 9.00 – 17.00
Sun: 9.00 – 12.00
