The outsourcing industry continues to grow relentlessly!
According to prnewswire.com, the Business Process Outsourcing (BPO) market is expected to continue to grow at an average annual rate of 5.2%. This is enough to make even the most reluctant companies think twice, as outsourcing is expected to be worth at least US$215.9 billion by 2026. Gartner, a US-based advanced technology research and advisory firm, predicts that 60% of freelance contracts for the finance and accounting industries will be non-renewable by 2025, a windfall for outsourcing.
What is BPO?
Outsourcing, also known as BPO, is a business strategy whereby a company delegates responsibility for certain operations to a specialist provider for a fixed cost.
When implemented in an organized and thoughtful manner, when the company takes the time to find an experienced service provider, outsourcing leads to a tangible rationalization of costs while actively responding to the shortage of qualified personnel.
Thus, ProContact has a multilingual team of qualified, versatile and expert tele-actors, fully dedicated to customer satisfaction. We offer a wide range of services, including
- Telephone reception
- Remote secretary services
- Polls, surveys, satisfaction studies
- Remote marketing and remote prospecting (appointment setting, prospecting…)
- Qualification of file
- Management and enrichment of databases
- Customer loyalty
- Technical assistance (hotline, webhelp, 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
The Three forms of outsourcing
There are three categories of outsourcing:
Offshore outsourcing: the service provider is located in a country other than the company’s.
Nearshore outsourcing: the service provider is located in a neighbouring country.
Onshore outsourcing: the service provider and the client are in the same country, but possibly in different cities.
A quick overview of offshore outsourcing with ProContact
Established in Mauritius (for over 18 years), Madagascar (since 2015), as well as Rodrigues (since 2019), ProContact is the only contact centre to have 3 sites in the Indian Ocean, without ever compromising on quality!
The advantages of BPO
It is essential to remember the many advantages that accompany the choice of outsourcing:
Cost savings, which can be up to 60% when the service provider is located in a country where the cost of living is much lower;
Professionalisation of the customer service, thanks to the implementation of educated agents, continuously trained, speaking several languages and willing to represent the company in the best way;
Better focus on your core business, as internal teams are relieved of time-consuming, low-value tasks.
Modernised and professionalised outsourcing providers
The days when outsourcing was comparable to offshoring are long gone. It can be said that outsourcing has now become more professionalised, with processes, realignment and a reorientation of its business model (increased cash flow, stakeholder experience, compliance, etc.).
How do you determine your outsourcing needs?
As it stands today, outsourcing has added value around consistency and centralisation. By doing so, it is suitable for all companies, regardless of their stage of growth and maturity.
If outsourcing seems to be the best answer for your company, here are the essential steps to follow in order to determine the way to proceed, the type of provider you need and your objectives:
- Identify existing goals and any limitations or changes that don’t apply to them;
- Take the time to define the future goal, including developing a strategy to further centralise and standardise existing and future operations;
- Evaluate the applicability and relevance of outsourcing to the relevant departments;
- Establish standards for the organizational information that will be shared with the provider.
Agents trained to adapt to the needs of today’s businesses
Today’s businesses need to stay on trend in order to provide a consistently relevant customer experience. Behind the scenes, these companies can count on BPO, whose workforce is trained to not only adapt to the needs of the company, but also to act according to its evolution.
In this spirit, ProContact delivers a complete, personalized and on-demand offer!
Customized outsourcing contracts
Until the mid-2010s, only multinationals dared to outsource their operational functions. But the advent of start-ups and small businesses has created the need to delegate certain services to remain competitive.
This change is still felt in companies, which can finally find reliable providers offering customised and tailored services. However, without this lucidity, without this effort to improve their services, outsourcing specialists would never have been able to meet the specific needs of customers, while being more transparent in their prices, policies and contracts.
Contact us now!
How can we help you at ProContact? Outsourcing is our business: 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 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 and 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.
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