HR outsourcing: enjoy several benefits by outsourcing multiple missions

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Human resource outsourcing is one of the most popular BPO markets, and for good reason: this practice offers numerous advantages. Indeed, small, medium and large companies are increasingly tending to delegate partial or total responsibility of their HR missions to an external service provider on a long-term basis. The goal for these companies is to outsource administrative tasks that are without added value, time-consuming, repetitive and non-strategic, because very often, these tasks prevent managers from focusing on their main objectives. Thus, among the most popular requests in this field are payroll management, recruitment, evaluation, administrative management of personnel, legal advice, training or even the implementation of an HRIS. Companies can enjoy several benefits because of this practice:

Time

Human resource management is a task that takes a lot of time for companies. Indeed, it is a meticulous job that requires great attention in certain areas such as payroll or recruitment. Moreover, these HR missions are often not very profitable. Companies generally have all to gain when entrusting these tasks to an external professional in order to free up time and energy to refocus on their core business. At the same time, outsourcing will allow them to give their employees more important tasks, with a higher added value.

Savings on costs

HR outsourcing seduces many companies because of its economic advantages since it allows them to reduce certain costs. This is particularly true for recruitment expenses. It is estimated that on average, two employees affiliated with human resource management cost between 200,000 and 300,000 euros per year. Outsourcing helps to save money by reducing, for example, the cost of the training these employees. Just by delegating its recruitment processes internally, the company’s savings can vary between 30 to 60%.

A more qualitative job

Managing HR assignments requires certain skills. Delegating this function to professionals in the field is a good way for companies to obtain a quality work output. This expertise is even important for certain processes such as the management of employee payrolls, where the slightest error can have significant consequences for the company. Similarly, it is interesting for companies to outsource functions where the relative legal risks are major. Indeed, laws are constantly changing. For company managers, it is a real challenge to stay informed on the latest new rules in force and to be up to date on their application within the company.

HR outsourcing at ProContact

“When it comes to HR outsourcing, we mainly take care of payroll management”, advances Bénédicte Bathurst, the General Manager of ProContact. With regards to this, the company only works with Mauritian companies. “95% of our clients are from France and the overseas departments. But regarding this HR aspect of payroll management, we work essentially locally by intervening on behalf of Mauritian companies. This is not a choice that we have imposed on ourselves. We simply respond to the opportunities that are presented to us. For this particular project, we have many more requests in Mauritius than elsewhere” explains the director. ProContact also takes care of other tasks, more specifically, from the HR field.

“We also handle candidate sourcing, i.e. recruitment. This type of demand is exploding at the moment, particularly from French companies that are facing major recruitment problems in their country. For this type of mission, we can help them in two ways. Firstly, we can take care of the whole CV sorting part. Our job will be to sort out the CVs and target those that are potentially interesting for the company. Secondly, we can also take care of the interviews. For example, recently, we worked for an online temp agency where the objective was to manage the first job interviews. For this type of project, we will take into account the criteria that the company sends us and we will recruit the people who tick all the boxes to fill in the position. All the background work that we will carry out will allow the company to benefit from a reliable and qualitative recruitment service”, explains Bénédicte Bathurst.

HR outsourcing is not the only mission that ProContact specializes in. Indeed, the company is involved in a vast field of activity with various missions such as lead management, appointment setting, website and logo creation or customer support. To know more about the BPO requests treated by ProContact, please have a look at the full interview of Bénédicte Bathurst.

Contact us!

How can we at ProContact help you prepare your company for the Great Resignation? Outsourcing is our business, even in times of recession; count on us to help you plan, set your objectives and targets! At ProContact, we work closely with you to include this solution in your business strategy. We offer an immediate and unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable the companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

The 3 main mistakes to avoid to succeed with an outsourcing project

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Within the last two years, more and more companies have opted for a better management of their internal resources. This is done by adding outsourcing to their operations. By opting for this strategy, they benefit from knowledge, expertise and skills that are either not available in-house or in local candidates.

Not all companies have the capacity to build in-house teams or the budget to hire additional resources, either in the short or long term. This is where outsourcing comes in. While outsourcing has countless benefits, it requires careful preparation and consideration in every aspect.

In its article “Top Three Mistakes Clients Make When Hiring A Dedicated Software Development Team”, Forbes identifies the three most common mistakes companies make when hiring outsourced, dedicated software development teams. But at ProContact, we’ve found that this pattern is perfectly applicable to any outsourcing project. Here’s how to make your project successful.

Why are companies outsourcing more and more?

Outsourcing certain services and tasks allows companies to quickly and easily recruit trained and skilled people to handle specific needs. This solution is sufficiently well-stocked to allow said companies to choose the positions to be delegated, while adapting the number of resources to their real needs. An added benefit is that this comes at controlled costs, often more interesting than traditional recruitment.

What are the financial benefits of outsourcing?

No company is spared from budget constraints. Compared to traditional recruitment, outsourcing allows you to rationalize your expenses in several ways:

  • With controlled costs;
  • A concrete reduction of risks;
  • A great improvement in efficiency;
  • Faster results;
  • The possibility to have new development perspectives;
  • Quick and efficient access to talent beyond local borders;
  • Support from a provider with real expertise.

So, what are the three mistakes to avoid when outsourcing according to Forbes?

It’s a given that recruiting outsourced resources is a quick and easy task to implement. But to achieve this result, organization, transparency, communication and caution are required. There are three main mistakes that can quickly muddy the waters and derail the outsourcing project. These are:

Lack of a concrete plan

The success of an outsourcing project depends on a solid strategy. As a client, the company needs to know its own objectives to be able to develop a powerful strategy and communicate it to its outsourcing provider. Therefore, it must first define its problem(s) in a concrete way, by analyzing each aspect.

Recruiting the first service provider that comes along

The idea is not to work with the first provider that comes along, but to deal with several in order to narrow down the selection. Make a very thorough comparison, not to find yet another supplier, but to find a real partner who will support the company.

The right questions to ask yourself at this stage of the process are:

  • What are my requirements for the project?
  • What are my objectives?
  • Who is the final recipient of my needs?
  • What roles should I include in my outsourced team?
  • When should the service start?
  • Can the cost difference be a deal breaker?

Answer these questions in the form of an outline or even a summary to begin refining the project’s details. The goal of this exercise is to effectively pull your ideas together, thus avoiding confusion, miscommunication or misinterpretation.

Not looking at past performance of potential providers

Today, it is a must to compare everything! This is a very good thing, since this exercise allows you to verify and judge the credibility of a company. Larger investments, such as outsourcing one or more services, warrant such in-depth research. Learn how to evaluate your outsourcing provider!

Her are Forbes’ advice regarding the provider:

  • Have they worked in your field or industry before?
  • Will they understand the product?
  • Do they understand their purpose?
  • Do they understand your users?

Failure to identify communication and collaboration channels

As with any type of partnership, a business relationship also requires effective communication. Therefore, from the very beginning of the outsourcing service, it is vital to establish some ground rules for yourself and the team. This is done by asking yourself the following questions, as Forbes reminds us:

  • How involved do you want to be throughout the outsourcing process?
  • How often do I need to be informed?
  • Which team member(s) would I like to have as a point of contact?
  • Am I more comfortable with Zoom meetings, Skype calls, emails or text messages?

Contact us!

How can we help your company get through the outsourcing process at ProContact? Outsourcing is our business: count on us and our agents to help you plan, set your objectives and targets! At ProContact, we work closely with you to include this concrete, proven solution in your business strategy. We can offer you an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality…quite the contrary!

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable the companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

What is the outlook for the outsourcing industry?

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Outsourcing is undeniably one of the most innovative business strategies. As a company, you need to be aware of the current trends in outsourcing in order to adapt and refine the way you operate. This article is based on the one written by Re: Staffy and looks at the main statistics and trends in the outsourcing industry to watch out for in 2023.

Key statistics

According to Deloitte, in 2023, companies will spend a significant amount of money on outsourcing: $731 billion. IT outsourcing is expected to lead this spending, with a bill of $519 billion over the next 12 months.

IT outsourcing is expected to be followed by business process outsourcing, which is expected to spend $212 billion in 2023 alone and $525 billion by 2030 (Grandview Research). Why such an increase? Simply because this form of outsourcing in particular is expected to grow by more than 9% per year between 2022 and 2030.

According to the Forbes Global 2000 ranking, based on ISG Research, 92% of companies use IT outsourcing and 59% use business process outsourcing.

The benefits of outsourcing

Deloitte conducted a global survey on outsourcing. When asked, “How does your company perceive the benefits of outsourcing?” the top answer, for 65% of the companies surveyed, was that it allows companies to “focus on core functions”. But not only that, as:

63% cited cost reduction as a key benefit of outsourcing;

Outsourcing among small businesses

According to the Re:Staffy article, 37% of small businesses outsource at least one process. However, more than half of them plan to outsource more in the medium to long term.

Why this choice? Cost-effectiveness (24%) and access to skills and expertise they cannot afford in-house (18%).

As for the services they want to outsource, these include accounting (37%), IT services (37%) and digital marketing (34%) – according to a study by Clutch.

Meanwhile, outsourcing is an increasingly common strategy among startups and small businesses. Indeed, it has been proven that outsourcing is probably the only way for these companies to access expertise and tools at reasonable prices. It is also the best way for them to delegate time-consuming tasks at a reasonable price so that they can finally focus on their core business.

Coming to small businesses, they still look at outsourcing’s problem-solving skills as a primary factor when choosing a provider. 20% of them rely on reviews from current or former customers to find an outsourcing provider.

Why is outsourcing increasingly being adopted?

Today’s customers want several things: to have a quality service, to be able to consume safely and to have a premium customer experience. That’s why many companies prefer outsourcing.

Quality service

It has become vital for companies today to offer quality products and services to customers and it has become impossible to do this alone, especially in these times of manpower shortages and the Great Resignation. It is also impossible when technologies and skills are lacking internally. As a result, companies are turning towards external service providers specializing in specific areas, such as software development, human resources administration, accounting and payroll and legal services.

Discover the range of services offered by ProContact:

  • Telephone reception;
  • Remote secretary service;
  • Polls, surveys, satisfaction studies;
  • Remote marketing and prospecting (appointment setting, prospecting…);
  • Qualification of files;
  • Management and enrichment of databases;
  • Customer loyalty;
  • Technical assistance (hotline, webhelp, technical support);
  • After-sales service, customer service;
  • B2B / B2C prospecting;
  • Customer relations;
  • CRM tool and software;
  • Satisfaction surveys;
  • Human resources;
  • Digital outsourcing;
  • and others.

A secure environment

Nowadays, data is a precious asset for cyber hackers. If digitalization has allowed companies to evolve, it is not always protected against external intrusions. As a result, customer and internal company data can easily be stolen. In an article, Forbes explains that 82% of businesses faced cyberattacks in 2022. Outsourcing is one way to provide an extra layer of security.

Customer experience up to date with the latest trends

Customer experience is central to all industries. It’s how competitors will differentiate themselves in 2022, and the trend is set to strengthen in 2023. To deliver the best customer experience, companies must invest even more in customer support. According to the Global Call Center Outsourcing Market report 2022-2026, the call center outsourcing industry will grow to $21.72 billion.

Contact Us!

How can we help you at ProContact? Outsourcing is our business and we offer a wide range of services.

At ProContact, we work closely with you to include outsourcing in your business strategy. We offer an immediate and unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable the companies that choose us to gain credibility and above all to ensure customer satisfaction, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.

Healthcare outsourcing: a growing market

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Business process outsourcing (BPO) has become extremely popular with companies, ranging from Fortune 500 firms to start-ups, over the past two decades. Regardless of their field of activity, companies may decide to outsource non-core processes and at the same time allocate more resources to core, high-value business operations. The global outsourcing market had reached $92.5 billion before the pandemic. Among the sectors where BPO is successful is healthcare. According to US federal government reports, the USA, which has the largest BPO market, spent nearly $3.65 trillion in the healthcare sector in 2018. This equates to a cost of approximately $11,212 per person, with 59% of the sum dedicated to hospitals, clinical services and physicians. In the coming years, healthcare business process outsourcing will become increasingly important.

The benefits of outsourcing healthcare services

Healthcare costs are constantly rising and the costs are justified: staff shortages and the post-covid economic consequences are forcing the medical sector to set higher prices to remain profitable. As a result, more and more people seem to be skipping doctor’s visits, postponing or even foregoing certain medical care. Considering this crisis, healthcare outsourcing is becoming an alternative increasingly used by the medical sector to cope with the problem. Healthcare BPO is divided into three functions: the payer department (claims management, product development and business acquisition, account management, etc.), the provider department (patient enrolment, strategic planning, revenue cycle management, etc.) and the pharmaceutical department (manufacturing, research and development unit, etc.). Overall, healthcare BPO helps to reduce costs by outsourcing professionals on behalf of the healthcare company. Money can be saved on, one, acquiring additional staff and, two, on their training. BPO also allows direct contact with specialists. This increases the availability of healthcare professionals and improves patient care. Outsourcing in the medical sector has even more advantages such as the reinforcement of data protection, protection of confidential patient information (detection and management of fraud), a more qualitative work output (reduction of the risk of futile errors) or time-saving opportunities for hospitals and health professionals who can devote more of their energy to patient care.

A promising future for healthcare outsourcing

Healthcare institutions are faced with the challenge of improving efficiency and providing patients with quality care. This is primordial in this post health crisis era. The current context and the forecasts for the coming years point to a more or less promising future for BPO in the healthcare sector. Indeed, according to a study by Data Bridge Market Research, this market is expected to grow at the highest CAGR of 11.75% during the forecast period 2022-2029. There are various reasons for this:

  • Rising cost of healthcare ;
  • Increasingly stringent regulations in the medical sector ;
  • An increase in the number of people seeking health insurance ;
  • The risk of hospital overcrowding and overworked medical staff ;
  • Increased demand for niche services ;
  • Embracing innovation and access to advanced skills ;

(Source: https://www.databridgemarketresearch.com/reports/global-healthcare-bpo-marke )

What is ProContact’s stance?

“Currently, we do not do much outsourcing in the healthcare sector. We have a few missions on Doctolib incoming calls, but nothing more. For the moment, ProContact is not concerned by this healthcare BPO craze. On the other hand, we must prepare for it. If I had to make an observation about this booming healthcare market, I would say that a trend is emerging in France with more and more people making their medical appointments online instead of making a call. In my opinion, this is what it’s all going to come down to. This is the future of healthcare outsourcing. We need to be prepared to handle this kind of BPO assignment.” says Bénédicte Bathurst, ProContact’s Managing Director. Other sectors such as lead management, remote sales and customer support are also gaining ground in the outsourcing market. For more details on the subject, please refer to the full interview with Bénédicte Bathurst, which is available on the site.

Contact us now!

How can we at ProContact help you prepare your company for the Great Resignation? Outsourcing is our business! Even in the middle of recession: count on us to help you plan, set your objectives and targets! At ProContact, we work closely with you to include this solution in your commercial strategy. We can offer an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable companies that choose us to gain credibility and, above all, to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 84 76 24 03.

Outsourcing: a look at the Industry in 2022

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More than ever, your company has had to demonstrate its value, deliver exceptional service and to keep expanding. Did you know that outsourcing has become one of the most powerful business and strategic operational tools? It allows teams and executives to focus on their core business, enabling the entire organization to generate profits.

If you are still hesitating to include outsourcing in the way your company operates, here is a review of the year 2022. Positivity is the order of the day, especially for IT outsourcing, legal outsourcing, business process outsourcing, administrative outsourcing, etc.

What is outsourcing?

Let’s have a quick review on what the outsourcing strategy is all about:

Outsourcing is a business practice that involves hiring an external party, one which is not related to the company, to provide services or create goods that were traditionally provided in-house by the company’s employees and staff. Outsourcing is a practice generally adopted by companies to reduce costs. As such, it can affect a wide range of jobs, from customer support and manufacturing to the back office.

Outsourcing was first recognized as a business strategy in 1989 and became an integral part of the corporate economy in the 1990s. The practice of outsourcing is the subject of considerable controversy in many countries. Opponents claim that it has led to the loss of domestic jobs, particularly in the manufacturing sector. Proponents argue that it provides an incentive for firms and companies to allocate resources where they are most efficient, and that outsourcing helps maintain the nature of free market economies across the globe.

(Source: Investopedia)

Look-back at outsourcing in 2022

The year 2022 was a positive one for outsourcing, which continues to establish itself as a practical and reliable business strategy for companies. This review reveals extraordinary progress, proving that many companies trust outsourcing so that they can grow and generate profits.

Many media outlets are currently reporting on the most outsourced services in 2022. This review gives us some insight into the future of outsourcing.

Information Technology

Statista explains that in 2022 the compound annual growth rate (CAGR) of the IT outsourcing industry increased by 8.93%. This will represent a market volume of $551,956.3 million by 2026.

As for the most outsourced needs, they are:

  • Digital transformation implementation;
  • Mobile application support and management;
  • Search engine optimization;
  • Data centre management.

Administrative activities

Some of the most commonly outsourced administrative activities in 2022 include telephone services, accounting, event management, payroll management, virtual assistance and others.

With regards to virtual assistance, Technavio explains that the size of the global virtual assistant market will grow by US$4.12 billion, with a CAGR of 11.79% between 2021 and 2025!

Business Process Outsourcing (BPO)

BPO has gained momentum as the preferred and most cost-effective solution for developing companies. Providers are piggybacking on internal teams to fill in existing gaps and take on additional business tasks, whether these are technical or otherwise.

The BPO solutions industry is one of the fastest growing industries in the world. Its CAGR was 9.1% in 2022 according to Grand View Research 2022.

The development of blockchain

Outsourcing blockchain development involves the provider taking over the development and management of its client’s blockchain technology.

Globally, in 2022 the blockchain technology market was worth $5.92 billion. Its CAGR is expected to increase to 85.9% from 2022 to 2030, again according to Grand View Research 2022.

Legal processes

A study by American Lawyer Media tells us that 93% of legal departments have chosen to rely on multiple industry-specific service providers to handle a wide range of tasks.

Outsourcing is the solution allowing you to provide a qualitative and cost-effective legal service by taking care of tedious and mundane tasks (reviewing documents, drafting contracts, etc.). In return, it allows in-house legal teams to focus on more important tasks.

In 2022, the global legal process outsourcing market was worth USD 10.77 billion. The forecast is positive, with a compound annual growth rate (CAGR) of 30.9% from 2022 to 2030 according to Grand View Research 2022.

Contact us now!

How can we help you at ProContact? Outsourcing is our business and we offer a wide range of services:

  • Telephone reception
  • Remote secretary services
  • Polls, surveys, satisfaction studies
  • Remote marketing and prospecting (appointment setting, prospecting…)
  • Qualification of files
  • Management and enrichment of databases
  • Customer loyalty
  • Technical assistance (hotline, webhelp, technical support)
  • After-sales service, customer service
  • B2B / B2C prospecting
  • Customer relations;
  • CRM tool and software;
  • Satisfaction surveys;
  • Human resources;
  • Digital outsourcing
  • And others.

At ProContact, we work closely with you to include outsourcing in your business strategy. We offer you an immediate and unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked, multilingual agents, we enable the companies that choose us to gain credibility and above all to satisfy their customers, whatever the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.

How can outsourcing be used to counter the Great Resignation?

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It all started in the United States, where companies have been facing a labour shortage since 2021. According to experts, this shortage is the result of many, often interrelated, reasons. While this phenomenon is not expected to last, it can serve as a springboard for your business if you are considering outsourcing.

The Great Resignation: What is it?

According to Wikipedia, while from the 2000s until 2019, the resignation rate in the US had never exceeded 2.4% of workers per month, the Great Resignation began to gain enough momentum to create a lasting impression as from July 2020. Indeed, following the Covid-19 pandemic, 4.5 million Americans dissatisfied with their jobs or pay left their jobs, peaking in November 2021. The Food service and retail sectors are the most affected.

While the trend has gradually subsided, a McKinsey survey reveals that 40% of the 5,774 respondents are still quite likely to leave their jobs in the near future.

Labour shortages: what are the consequences for companies?

Without a workforce, a company cannot function; it cannot produce, satisfy its customers, grow and be profitable. This is exactly what is happening now with the Great Resignation: companies are seeing their workforce shrink more and more while finding it difficult to hire new employees!

In the West, talent pools are depleted to the point where it is difficult to find and convince qualified or specialised profiles. France is no exception, as shown by the official reports published by specialist organisations.

Outsourcing to bounce back from the Great Resignation

The Great Resignation is a phenomenon that is also spreading in Europe. But it does not have to be a fatality. Thanks to outsourcing, this movement can be muted while the company continues to produce and grow. Indeed, outsourcing is now a sound and reliable business strategy that will benefit companies that want to prepare for labour shortages in a rational way.

Achieve your profitability goals through outsourcing

When the number of employees gradually decreases, work falls behind or stops moving. How can a company grow if there is no one available to take on, for example, time-consuming but essential tasks? How can it generate revenue and profits if one link in its production chain is weakened? What’s more, as each employee leaves, so does the knowledge. The following problems then crops up: Time is of the essence, traditional recruitment is expensive, not to mention the time needed to train new recruits before they are operational.

At ProContact, we take care of the following for your company

  • Telephone reception
  • Remote secretary services
  • Polls, surveys, satisfaction studies
  • Remote marketing and prospecting (making appointments, prospecting, etc.)
  • File classification
  • Management and enrichment of databases
  • Customer loyalty
  • Technical assistance (hotline, webhelp, technical support)
  • After-sales service, customer service
  • B2B / B2C prospecting ;
  • Customer relations ;
  • CRM tool and software;
  • Satisfaction surveys;
  • Human resources;
  • Digital outsourcing
  • etc.

Don’t worry about increasing contributions and salaries

Wages and social security contributions are increasing every year and it is difficult in the current context to offer higher wages, even more benefits, and to finance employee contributions. Candidates are now categorically refusing to join companies that are losing labour. With outsourcing, these aspects are managed by the service provider, who is in charge of his agents.

For the most complete coverage of your needs, count on ProContact’s digital service to meet your needs in:

  • Maintenance / redesign of websites;
  • E-commerce or social network management;
  • File processing;
  • Design & graphics;
  • Or content creation.

Recruit a loyal workforce

Outsourcing guarantees the availability of the workforce. Indeed, any agent leaving the service provider is completely transparent for its clients, who can receive their services without worrying about anything

A workforce available in all circumstances

The pandemic has allowed the outsourcing sector to prove its great flexibility. Thus, many service providers, such as ProContact, were able to maintain their services despite the confinements, thanks to remote working.

A high value-added workforce

Today’s employees are looking for higher salary and benefits while working in a job that is not repetitive and tedious. Outsourcing allows companies to offer the first two benefits by taking over the said repetitive and tedious job. As a result, the company can guarantee a fulfilling working environment for its employees, in which they can truly focus on their core business.

Contact us for more information!

How can we at ProContact help you prepare your company for the Great Resignation? Outsourcing is our business, even in times of recession: count on us to help you plan and set your objectives and targets! At ProContact, we work closely with you to include this solution in your commercial strategy. We can offer you an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked and multilingual agents, we enable companies that choose us to gain credibility and, above all, to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out 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.

2023: the year of outsourcing or insourcing?

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Many companies have been preparing for the year 2023 for several months now. Amongst the key questions, one question stands out: is it better to start this new year by outsourcing certain projects or to favour internal expertise? The latter solution is naturally more reassuring, giving the impression of having better control, since all the material is there. But is insourcing really the best strategy for dealing with the competition?

If your company is still thinking about it, ProContact explains why outsourcing is the answer to all the problems that may arise with insourcing.

Outsourcing in 2022: What are the results?

Here are 3 statistics that speak for themselves, compiled by the site www.founderjar.com :

45% of companies have planned to increase outsourcing since the start of the COVID19 pandemic due to a lack of in-house skills (source NTT) – Since the start of the COVID19 pandemic, many companies around the world have seen a growing need to improve and optimise their workplace, as well as attract talent and new skills.

One study found that 48% of companies knew they needed to modernise their working environment because of the pandemic, while 45% of global companies said they planned to outsource more work for the same reason.

The study also indicates that much of the effort previously spent on outsourcing activities will be redirected to finding more professionals with technical skills.

For 70% of companies cost reduction is the main reason for outsourcing (Source Deloitte) – Outsourcing statistics show that the predominant reason companies choose to outsource is simply to reduce costs. Indeed, outsourcing actually helps to reduce overall company costs by significantly minimizing the costs that are normally associated with hiring internal staff. These include recruitment costs, various benefits and health insurance, depending on the employer and location.

62% of companies worldwide are looking to renegotiate their outsourcing terms and contracts (Source BCG) – Companies are still grappling with budgetary issues caused by the COVID-19 pandemic, as the market continues to grow and evolve exponentially. A study has revealed that up to 62% of companies are planning to renegotiate their outsourcing agreements and contracts. The report reveals that 59% of companies are looking to renegotiate the terms and conditions of outsourcing contracts, 56% of companies want to change the pricing structure and 48% of companies want to reinvent the current delivery model.

The obligations of the company today

Today’s companies must meet certain criteria in order to be able to position themselves against the competition, and thus earn money, to evolve and develop. Four obligations form the pillars of a company that lasts in the post-Covid era:

  • Delivering a true customer experience – by creating the best results for its customers;
  • Streamlining costs – intelligently resisting increasing pressure to improve margins and remain competitive.
  • Complying with regulations and laws – remaining compliant in an ever-changing regulatory landscape.
  • Equipping – implementing all available technological and operational capabilities to drive diversification and competitive advantage.

Internalisation in 2023?

Internal resources very often have to divide their attention by dealing with several, sometimes conflicting, projects. All this to say that this strategy can fall victim to many limitations:

  • Lack of the latest technology;
  • Existing system constraints;
  • Poor allocation of internal resources;
  • A constantly deteriorating user experience;
  • Poor analysis and understanding of customer needs;
  • Constantly changing regulations.

It is impossible to win tomorrow’s customers with yesterday’s technology and strategies.

The benefits of outsourcing

To cut to the chase, outsourcing is a sound and reliable business strategy. It has repeatedly demonstrated its strength in enabling companies to:

  • Significantly reduce expenses;
  • Improve the customer experience;
  • ;Unlock new revenue streams;
  • Explore new business models.

How does this solution help businesses to grow?

Outsourcing is no longer a foreign concept that companies are wary of. With a worldwide presence, it has proven its worth:

  • Outsourcing is scalable and cost-effective;
  • It challenges conventional ideas;
  • Quick access to expertise not available locally or in-house;
  • Trained staff to handle a wide range of tasks;
  • Allows for sharing of responsibilities and risks.

Get in touch with us!

How can we help you at ProContact? Outsourcing is our business, with a wide range of services:

  • Telephone reception
  • Remote secretary services
  • Polls, surveys, satisfaction studies
  • Remote marketing and prospecting (making appointments, prospecting, etc.)

Outsourced customer relations: the most common myths about this business strategy

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ProContact lists the most common myths concerning the outsourcing of corporate customer relations services. Let’s take a look at what is being said and what is actually happening!

You are an SME and are looking for a concrete solution to handle a high volume of requests from your customers? Have you thought about outsourcing? If this idea is still too cloudy and if you have heard about it, but in a negative way, here is the proof that outsourcing is far from being a simple relocation movement. In fact, outsourcing today allows millions of companies around the world to grow, to consolidate their position in front of the competition, and therefore, to make money!

The major myths associated with customer relationship outsourcing debunked

Here is a selection of the most common myths when it comes to outsourcing and here is also what you need to remember if you’re a small business looking for an answer to your customer relationship needs.

Myth 1: Outsourcing will cause you to lose customer visibility

If you’re used to taking control of your customer relationships, outsourcing can be a concern. This is even more true in the case of offshore outsourcing, which gives the impression of loss of control. How can you be sure that the agents interacting with your customers really represent your SME? How can you be sure that they really care about said customers as much as you do?

Outsourcing is not a step that is taken lightly. By choosing a reliable and trustworthy provider, the partnership will be sealed by an SLA (Service Level Agreement). This SLA is designed to allow companies to be constantly aware of the progress of their service, with regular updates so that they know exactly what is happening with their customers and about the quality delivered.

Myth 2: Outsourcing is difficult to set up

Outsourcing is quick and easy to set up, provided you have an experienced and competent service provider with real expertise in its field. Consequently, it must be able to accompany you in the implementation of an integration process adequate to your needs for a transparent transition. Additionally, it must also be able to integrate with your existing systems, making it easier for your internal teams to do their jobs.

Myth 3: Customers will notice the difference between your current and outsourced customer service

Here again, it is essential to choose a service provider that is able to integrate with your business and take the time to understand the ins and outs of your business. As a result, they will deliver a fully transparent customer relationship service to those who have chosen to trust your brand, services and/or products.

Myth 4: Documentation doesn’t matter, it’s up to the service provider to manage everything

An outsourced customer relationship service cannot work if it does not have sufficiently complete, not to say abundant, documentation and if it is not regularly monitored. In concrete terms, it is essential that you, the client and your provider, manage to align procedures with processes and to put in place a concrete information sharing system.

Myth 5: Outsourcing is expensive

The International Organization for Standardization (ISO) explains that outsourcing can help companies reduce costs by an average of 15 percent. But the actual savings depend on the number of business operations outsourced as well as internal changes in the way the company operates.

It’s also important to find a provider that delivers a service with no hidden costs, which is quite feasible if they offer a one-time fee to their customers.

Myth 6: Outsourcing is only for large companies

While many large companies are nowadays willing to outsource, good providers certainly do not close their doors to SMEs, which are actually the main customers of BPOs.

Thanks to its ability to save money, the outsourcing industry welcomes customers of all sizes. Today, in the midst of a post-pandemic period, SMEs are growing and showing extraordinary economic potential, an additional point to attract outsourcing specialists.

According to channele2e.com, which is based on the 2016 Deloitte survey, 27 percent of companies that outsource have one to less than five billion in annual revenue. The survey results also showed that 23 percent of companies that outsource have 25 million in annual revenue. This fraction indicates that both large entities and SMEs are playing in the world of outsourcing.

Contact Us!

How can we help you at ProContact? Outsourcing is our business and we offer a wide range of services:

  • Telephone reception;
  • Remote secretary services;
  • Polls, surveys, satisfaction studies;
  • Remote marketing and prospecting (appointment setting, prospecting);
  • Qualification of files;
  • Management and enrichment of databases;
  • Customer loyalty;
  • Technical assistance (hotline, webhelp, technical support);
  • After-sales service, customer service;
  • B2B / B2C prospecting;
  • Customer relations;
  • CRM tool and software;
  • Satisfaction surveys;
  • Human resources;
  • Digital outsourcing;
  • etc.

At ProContact, we work closely with you to include this solution in your business strategy. We can offer you an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked, multilingual agents, we enable the companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.

How to prepare your employees for outsourcing?

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Outsourcing should not be seen as a difficult task, but as a step in the development of the company and the evolution of its employees. Even today, despite its proven track record, the BPO sector suffers from the misperception that it is a job killer. As a result, when outsourcing is mentioned, it is not uncommon for a feeling of demotivation and fear to set in among internal resources. Here’s how to avoid this possibility.

The impact of outsourcing on employee motivation

If there is a lack of transparency, even though outsourcing is unlikely to affect the smooth running of certain tasks and responsibilities, employees may lose “faith” in their company. They are even more likely to apply for jobs with competitors or even to change career path.

Whether it’s for entry-level or management positions, it’s only natural that employees show genuine fear for their future with the company when outsourcing is mentioned. This is even more true for small and medium sized companies in the current global recession.

What tasks can the company outsource?

The range of tasks that can be outsourced is vast. At ProContact, our services are as follows:

  • Telephone reception;
  • Remote secretary services;
  • Polls, surveys, satisfaction studies;
  • Remote marketing and remote prospecting (appointment setting, prospecting…);
  • Qualification of files;
  • Management and enrichment of databases;
  • Customer loyalty;
  • Technical assistance (hotline, web help, technical support);
  • After-sales service, customer service;
  • B2B / B2C prospecting;
  • Remote secretary services;
  • Customer relations;
  • CRM tool and software;
  • Satisfaction surveys;
  • Human resources;
  • Digital outsourcing;
  • etc.

For the most complete coverage of your needs, count on our Digital Service to meet your needs in:

  • Maintenance / redesign of websites;
  • Management of e-commerce or social networks;
  • Processing of files;
  • Design & graphic design;
  • Or content creation.

The importance of preparing internal resources for outsourcing

For its success, outsourcing must be a complete project which also implies being able to take into account internal resources. The latter must adhere to this step in order to ensure the success of the entire process.

But how do you present such a project to people who fear for their jobs, their salaries or their evolution within the company? Here are some concrete actions that can be quickly implemented.

Outsourcing has many advantages for them

Outsourcing is more than a solution that consists in delegating part of the tasks that were previously performed by the company’s internal resources. By choosing this strategy, the employer offers them an environment that is conducive to personal and professional development:

  • By reducing their workload;
  • By optimizing the distribution of work;
  • By reducing the level of stress at work;
  • By offering them a better balance between professional and private life.

Introduce both parties
Once the outsourcing process is underway, organize a formal meeting during which both teams, the internal and the external, will have sufficient time to exchange and get to know each other.

Unless a physical meeting is possible between the two teams, consider the many easy-to-use meeting apps.

Organize joint projects

Outsourcing is a partnership between a company, its teams, its provider and their agents. And partnership means collaboration. What could be better than collaborative projects so that employees from each party can get to know each other? This strategy also helps calibrate workload distribution.

Build team spirit and encourage effort

Team spirit is more than ever the cornerstone of an outsourcing project. The idea is that internal resources, but also external ones, feel comfortable while developing stronger and stronger bonds. Don’t hesitate to organize occasional events that go slightly outside the professional framework in order to ease tensions.

Integrate outsourced agents into your organization

Integration rhymes with outsourcing. Indeed, for a successful, sustainable and serious outsourcing project, it is essential that you, as the sponsor, make every effort to make your outsourced agents feel at ease. They have been hired not as a separate element, but as an extension of your company. As such, they should be treated with the same regard as your internal resources.

Moreover, make sure that the message gets through to your on-site teams!

Outsourcing, a winning solution for the company and its employees

When handled responsibly, thoughtfully and humanely, outsourcing is more than a service for the company. It is a benefit that must also extend to employees. By focusing on communication, this step will only be positive and profitable.

In conclusion

Communication is undoubtedly the main element of a successful outsourcing. Indeed, as a company, you have the duty to do everything to reassure your internal resources so that they can in turn implement their know-how and participate in the progress of your project.

If the idea of talking about outsourcing to your teams intimidates you, keep in mind that silence risks losing their trust and loyalty to you, the employer, and therefore directly to the company.

Contact us!

Outsourcing has become a tangible and concrete business strategy for company development and ProContact is one of the major players in this sector in the region. Outsourcing is our business: count on us to help you plan, set your objectives and targets! At ProContact, we work closely with you to include this solution in your business strategy. We can offer you an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

To find out more about our services, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.

Outsourcing: the best strategy in times of economic recession!

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What if outsourcing would allow companies to efficiently get through this economic recession? This is the idea that Forbes seems to put forward, in an article posted on September 26th. Here’s what you need to know.

What are the usual consequences of an economic recession for a company?

According to Investopedia (https://www.investopedia.com/articles/economics/08/recession-affecting-business.asp ):

While recessions can have disparate effects on different companies, some difficulties are predictable depending on the type and size of the company. A small consulting firm may experience cash flow problems when customers delay paying their bills, while a Fortune 500 company may be able to save money by cutting jobs and getting better terms from suppliers.

Understanding how an economic downturn can affect your company or business can help ensure that it does not become one of the victims of the next recession.

The key points to remember

  • Recessions are large, widespread and sustained contractions in economic activity, marked by declines in gross domestic product (GDP).
  • Businesses, both large and small, face declining sales and profits during recessions.
  • Their cost-cutting efforts may include layoffs and cuts in capital expenditures, marketing and research.
  • Recessions can restrict access to credit, slow collections and cause business failures.
  • Small businesses face many of the same recession risks as large companies, but their lack of scale makes them more vulnerable and increases the risk of failure in a recession.

How does outsourcing help overcome the recession?

In its article, Forbes points out that outsourcing allows companies to position themselves favorably for the demands imposed by a recession. This strategy proves to be particularly advantageous in several ways.

By allowing the company to save on costs

The company is measured by the money it has earned, but also by the money it has saved. In this sense, cost savings is a key variable in the decision to outsource. In times of recession, when revenues begin to take a hit, the company needs to streamline its expenses even more, a streamlining made possible by outsourcing.

Allowing resources to be more flexible

In many industries, labour has traditionally been the largest expense item on the income statement. When it’s time to cut costs, to avoid laying off staff, outsourcing makes it possible to increase AND decrease resources quickly and easily as needed.

By significantly reducing burnout and errors

Laying off staff inevitably means that the remaining resources, including at the management level, find themselves taking on more tasks and responsibilities. While this strategy is valid in the very short term, when leveraged in excess by the company, it naturally leads to burnout, as well as the occurrence of errors. These two factors alone increase costs and negate the initial benefit of reducing staff. Outsourcing provides the opportunity to draw on an ever-available pool of outside talent, protecting the company from these negative side effects.

Introducing remote work into the way the business operates

The Covid-19 pandemic has made remote work a part of the business world. At ProContact, we take care of the following for your company

  • Telephone reception;
  • Remote secretary services;
  • Polls, surveys, satisfaction studies;
  • Remote marketing and prospecting (appointment setting, prospecting…);
  • Qualification of files;
  • Management and enrichment of databases;
  • Customer loyalty;
  • Technical assistance (hotline, webhelp, technical support);
  • After-sales service, customer service;
  • B2B / B2C prospecting;
  • Customer relations;
  • CRM tool and software;
  • Satisfaction surveys;
  • Human resources ;
  • Digital outsourcing

For the most complete coverage of your needs, count on our Digital Service to answer your needs in

  • Maintenance / redesign of websites;
  • Management of e-commerce or social networks;
  • Processing of files;
  • Design & graphic design;
  • Or content creation.

How to outsource during a recession?

Outsourcing is a team effort. Forbes guides you through the process:

Identify your needs

Many B2B contracts fail due to a lack of clarity on the part of the client about their requirements and expectations. Outsourcing is not a magic trick! For concrete and positive results, define clear requirements from the start, including the definition of a corporate consensus on the strategy.

Define the measurement criteria

The business plan for outsourcing should articulate flexible metrics to evaluate the success or failure of the project. This will also provide clarity to the potential partner.

Search for your outsourcing provider

Once the outsourcing plan has been put together internally, it’s time to prospect for the right provider who will be invested in your project and truly care about your company’s interests. Network, spread the word in the right circles, attend outsourcing industry events, contact industry associations, issue an RFP and search online or through a consultant. There is no shortage of ways to find a serious and reliable provider!

Contact us!

How can we help you at ProContact? Outsourcing is our business, even in times of recession: count on us to help you plan, set your objectives and targets! At ProContact, we work closely with you to include this solution in your business strategy. We can offer you an unprecedented adaptation of your way of working thanks to the arrival of resources located elsewhere, without losing time, money or quality.

ProContact is more than a contact centre. Thanks to trained, qualified, hand-picked, multilingual agents, we enable the companies that choose us to gain credibility and above all to satisfy their customers, regardless of the situation and in complete transparency.

Outsourcing has become a tangible and concrete business strategy for the development of the company. To find out more about our services and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.