What is the outlook for the outsourcing industry?

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.