Externalisation quelles sont principales tendances en 2021

Outsourcing: what are the main 2021 trends?

The year 2020 is an unforgettable one which has gone by. With the onset of the Covid-19 pandemic, everything changed in the blink of an eye. Between fears, questions and an economic upheaval, uncertainty continues to reign even today, a year later, in 2021. While many sectors have plunged, outsourcing has managed to keep its head above water. Proactive before the pandemic with the implementation of continuity plans and reactive during the pandemic with remote working, outsourcing is not static and it continues to evolve; to adapt to the changes that occur. These are outlined in this article.

Remote working: a new norm adopted by the mass

According to a recent study, 44% of U.S. employees are now remote working, in comparison to only 17% before the global pandemic.

Many companies were caught off guard during the pandemic, but they were able to recover quickly by adopting the famous remote working. This option was previously considered a perk; a “gift from the boss” intended only for a certain category of employees. Today, remote working has evolved to become a new standard, to such an extent that it has become applicable in the world of outsourcing.

Specialist in remote delivery, outsourcing already had all the tools and processes necessary to set up remote working. So, we can say that remote working is nothing new for this sector. At ProContact, agents are equipped to work from home, without impacting our customers’ production and goals. More than a call centre, we have become the leaders of our sector in this area of the planet thanks to our spirit of innovation and our ability to adapt without losing on quality.

The inclusion of robotic process automation

Since outsourcing is intended to help its customers grow and gain power, technology is part of its DNA. It is therefore not surprising to know that it has already included automation in the processing of certain tasks. In fact, according to a prediction by the specialist “The Grand View Research”, the global market for robotic process automation will grow by 40.6% between 2020 and 2027.

Automation of robotic processes is far from just a dream, because included in the BPO sector, it enables the completion of multiple and repetitive tasks with the greatest efficiency and accuracy, without threatening employment, while increasing productivity and profit.

Cloud computing

Outsourcing in the broadest sense now implies Cloud Computing. Let us note that this technology is described in the following way by Wikipedia: Cloud Computing refers to the access to computer services (servers, storage, networking, software) via the Internet (the “cloud”) from a provider.

For its part, Microsoft Azure describes this technology as providing IT services, i.e. hosting, storage, databases, networking, software, analytics and intelligence, in a dematerialised way. Here, the internet replaces the physical elements. Cloud computing reduces operating costs while making access to data and resources faster in a secure, fast and efficient environment.


Social media services

Companies can no longer move forward without social media. True commercial tools, they concern all sectors without exception. Outsourcing companies have wasted no time in including social media-related services in their offerings.

ProContact has also developed a Digital Service specifically designed to meet the virtual needs of its customers. With our trained agents, you will be able to take advantage of the power of efficient social media management and multi-channel communications. Today, consumers spend a lot of time on social networks and prefer to interact with their brands through online platforms.

An omnichannel customer experience

This marketing strategy which consists in implementing, at the same time, all the digital and physical contact channels that the company has is called ‘omnichannel’. The data collected will allow you to analyse the customer experience in all possible ways in order to personalise offers. Thanks to the multiplicity of channels, the user will be able to continue his experience with the brand without interruption, in complete transparency, even if he switches from one channel to another.

In the current pandemic context, companies have everything to gain in putting every chance on their side by adding this tool to their business strategy. To achieve this, it is essential to have a specialist who has all the necessary tools and resources.

Small businesses taking over

Another trend that should not to be overlooked: Start-ups and small businesses are no longer afraid to outsource their services to specialised providers. In the United States, an article published on Clutch, which specialises in ratings and reviews for B2B, revealed that 8 out of 10 small American companies, or 80 %, plan to outsource their business functions in 2021. What are the reasons mentioned? Outsourcing can help them increase efficiency and optimise their growth while preserving their budget.

ProContact supports you in the evolution of your company!

ProContact is more than a contact centre. Thanks to trained, qualified, handpicked and multilingual agents, we allow companies that choose us to be prepared for the future. To learn more about our services or for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.

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