The Business process outsourcing industry is constantly evolving. Throughout 2021, the industry experienced both innovations and challenges. With the start of another year, new technology and business trends continue to shape the business process outsourcing sector.
Cloud computing solutions
According to predictions from Gartner, global spending on cloud services is expected to reach over $482 billion in 2022, up from $313 billion in 2020. (Forbes)
Cloud computing services are the categorized into three types: Infrastructure-as-a-Service (IaaS), Platforms-as-a-Service (PaaS), and Software-as-a-Service (SaaS). There are different types of cloud computing models, namely: Public, private and hybrid cloud or multi-cloud solutions. Depending on the security protocols and data requirements of the organization, organizations can choose from these models.
Organizations are now realizing the importance and relevance of the cloud. Cloud computing is a key component to business continuity. Business process outsourcing services powered by the cloud makes for cost-effective, streamlined and agile operations. Outsourcing providers can provide seamless business support with a centralized cloud-native data infrastructure already in place. Cloud computing allows for real-time data sharing and storage, workflow automation, accessibility and scalability, and fostering collaboration.
Hybrid Workforce
The future of work is hybrid. The hybrid work model allows for a workplace that allows work setups requiring business process outsourcing employees to report in the office (onsite), work remotely (offsite), and/or work onsite in specified workdays in a week, and offsite in some workdays. The hybrid work model will continue to transform and redefine work policies, culture, collaboration, and engagement.
The Philippine software company Sprout Solutions recently conducted a survey on 485 HR Admins & Managers and 8,194 Employees to get a general overview of how the Filipino workforce feels about the hybrid workplace. When on-site workers are asked about their views for the post-pandemic future, 47% of HR admins and managers share that they plan to adopt a remote or hybrid model. In a similar vein, 65.6% of employees say that they’re open to a hybrid model. 64.2% of HR admins who are currently working in the office foresee the future of work as remote or hybrid, even after the pandemic is under control. (Sprout Solutions)
Focus on Data Security
A Digital-first approach and the preference of flexible work models require extra measures for safeguarding information security. An organization must look for the perfect business process outsourcing provider equipped with established industry-leading digital security systems and processes to protect data from cybersecurity and information security threats.
Self-service options
67% of respondents prefer self-service over speaking to a company representative. (ZenDesk)
Most customers demand fast, responsive customer service and at the same time demand excellent customer service and customer experience. To successfully aid customers, self-service technologies such as self-service kiosks, ATMs have flourished. In the business process outsourcing sector, customers also look for self-service options.
Intelligent technologies, particularly Artificial Intelligence, make it possible for self-service options demanded of business process outsourcing providers. Leverage Artificial Intelligence in the form of chatbots that provide intelligent, algorithm-based, automated responses.
Other essential collaterals or materials in aiding customers in their transactions are providing resource centers, in-depth FAQs, an insights database made accessible to customers.
Self-service options are an important aspect contributing to business processing outsourcing providers’ overall customer experience.
Connext Global Solutions helps companies build custom, dedicated support teams in the Philippines.
Connext provides custom offshore staffing and business process outsourcing solutions to improve the productivity and scalability to enable digital transformation and user experience. Outsource services to Connext today.
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