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Outsourcing

Many companies nowadays are looking for the next level of operational efficiency and process automation, at the same revisiting their current outsourcing models, by looking for the right mix of off-shoring, near-shoring and on-shoring (‘right-shoring’) due to increasing unemployment in home markets. In order to avoid becoming commoditized, outsourcing companies need to proactively offer innovative technologies and services using new business models. A trend of convergence between Business Process Outsourcers and Contact Center Providers is seen in many markets. New outsourcing streams are gaining ground, from Legal Process Outsourcing (LPO), HR Process Outsourcing to CRM outsourcing, which require a mix of competences in both front-office and back-office processes. The future of Outsourcing providers will be significantly impacted by emergence of Robotics Process Automation (RPA) which will bring new levels of efficiency but could also mean lower employment rates.

         
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