As people continuously stay indoors so as the surge in the demand of customer service.
The contact center outsourcing market has always been one of the leading services in the Business Process Outsourcing (BPO) industry. Why? Because contact centers are usually a business organization’s first point of contact, if not the only point of contact with their customers.
Customers are the reason why a company is successful, and businesses know it. This is why they invest in providing quality customer service through contact centers. It is where they create an impression on their target consumers, cater to their customers needs, and maintain a loyal customer base.
Top contact center offshoring destinations
The companies that outsource are most likely to earn greater advantages than those that don’t. This is usually because of the additional workforce it gives while allowing organizations to reduce their costs.
These days, foreign companies are also subcontracting their contact centers to outsourcing providers outside their country. This strategic practice is not only about saving costs – it also allows companies to maximize their flexibility in terms of their operations. These are just some of the greater benefits of offshore outsourcing.
As for offshoring destinations, there are two top Asian countries that foreign companies usually offshore to:
Philippines
Offshoring to the Philippines allows companies to save as high as 50% on their costs. That is not just the beauty of it, Filipinos are fluent in speaking the English language in a neutral accent. The country also has a high education rate, ensuring workers with good levels of specialized skills.
India
Just like the Philippines, India’s contact centers are usually made up of college graduates. Indians are known to be very good in terms of technical support skills. They are also known to be fluent in speaking the English language.
But as the entire business market continues to benefit from the outsourcing industry, everything did a full 180 as the world is faced with a pandemic crisis.
The impact of COVID-19 to the global contact center outsourcing market
Everyone was unprepared with the onslaught of the COVID-19 virus. If anything, one of the major impacts of the pandemic is with the business industry, especially with the lockdown restrictions in different countries. While a lot of companies had no choice but to close down, other businesses have become in great demand as the world continues to adapt to the new normal.
The pandemic has also been pretty challenging for the contact center industry. As people continuously stay indoors so as the surge in the demand of customer service. Business executives had to rethink their outsourcing options in terms of onshoring and offshoring. A lot of businesses have reduced their offshoring capabilities. This is mainly because, at first, some BPO providers especially in India and the Philippines couldn’t afford a work from home set up.
However, the pandemic has forced everyone to be resilient and adaptive especially in the business industry. In terms of the global contact center outsourcing market, the pandemic has definitely sped up the digital transformation of contact center outsourcing providers allowing them to continue their services across the globe.
