If many competitors in your sector have opted for outsourcing, it is only natural to ask yourself whether this solution is appropriate. Is outsourcing the answer to the many problems you are facing since the end of the Covid-19 pandemic? Here are the 5 signs that clearly indicate the need for a change in your operating mode.
Reasons to include outsourcing in your business operations
Often confused with offshoring, outsourcing regained its prominence in 2020, the year the Covid-19 pandemic exploded. So much so that 2021 figures show a real comeback for this strategy:
- Nearly 54% of companies worldwide have implemented an outsourcing strategy to connect with customers;
- Globally, companies spent $75.2 billion on security outsourcing last year;
- 78% of companies worldwide have a positive view of their outsourcing providers; and
- 71% of financial services executives are outsourcing or offshoring some of their services.
The next few years should confirm this trend, and if your company is considering this option, take note of Forbes’ article, which reminds us about the various motivating factors to leverage outsourcing.
Signification reduction in costs
Cost is the primary motivation expressed by many companies that have chosen to integrate outsourcing into their operations. It is a proven business strategy that can save up to 70% of operational expenses over the long term.
In addition to real expenses, the client and provider share their operational risks.
Concrete improvement in customer experience
Since customer experience is one of the pillars of a company’s development, outsourcing can significantly improve it in various ways. At ProContact, we offer a wide range of outsourced services to our clients:
- 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;
- Remote secretary services
- Customer relations;
- CRM tool and software;
- Satisfaction surveys;
- Human resources;
Outsourcing has become the best solution to allow any company to continue to provide its services, even in complex periods, as was the case with the containments and lockdowns.
To respond to internal work overload
Employees are human beings and some projects can naturally give them a legitimate feeling of being overloaded.
To avoid burnout, demotivation, to avoid subjecting employees to long working hours, outsourcing takes over, but in a healthy and efficient way. This solution is not intended to reduce the number of employees, but to allow the employer to implement them in a rational and responsible way.
Risks incurred in the event of poor management of internal resources
The time has come to reorganize and optimize internal operations. The company must find a sustainable solution and engage the services of a real partner if it faces the following challenges.
When it misses growth opportunities
When a company is short on employees or relevant skills in order to cut expenses, it risks missing out on growth opportunities. Between the lack of time, the high cost of recruitment, resignations due to demotivation and mental fatigue, it cannot afford to take risks when it comes to customer satisfaction and to prevent growth.
To free up time and manage its current resources in an optimal way, outsourcing takes over.
When it can no longer meet the demands of all of its clients
As a company grows, its customer base naturally increases, and so does the number of challenges it faces. To avoid being overwhelmed by this increase, consider outsourcing low value-added but essential tasks (customer relations, loyalty, satisfaction studies, etc.).
When skills are lacking locally
The West now faces two challenges: the lack of skills and the cost of recruitment. More and more companies agree that there is a ‘skills gap’ in the workforce, despite the low unemployment rate in developed countries.
This is one of the reasons why companies have been outsourcing for decades: to recruit the best possible talent for their team, while saving on costs.
Our tips for a successful outsourcing project
Choose an experienced provider
Every company has its own needs and not all providers are qualified to meet them. Select a service provider whose dimensions correspond to those of your company!
Beware of hidden costs
Beware, the lowest rates often hide additional costs. Since outsourcing is a way to save on costs, choose a provider capable of delivering clear and transparent pricing for a consistently high quality!
Finally, legal issues in terms of intellectual property, tax compliance and others should be discussed in advanced so that there are no issues between you and your provider.
Outsourcing is our business! 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, 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, for a quality partnership, click on our contact form, send us an e-mail or call us at (+33) 1 77 75 04 50.