Service trends in business process outsourcing industry are noticeably changing fast. This is said to be caused by the demanding customer expectation and needs. New trends come not to overlap the existing ones but to help outsourcing providers cope with the changes in technology and customer satisfaction. Experts advise that outsourcing providers should incorporate new trends into their systems if they want to keep hold of existing customers and attract new ones.
Even the recently concluded ICT and BPO Conference held in Cebu (Philippines) talked about adopting change. The conference encouraged outsourcing and other business industry leaders to entrench into social media and go with the innovations in marketing strategies and communication.
Today, customers are more vulnerable to change making them the initiators at the same time. As a main point of any businesses, they drive providers to acquire trends no matter how drastic they take shift. So, let’s take a look at the top trends in outsourcing industry today.
Cloud computing is a becoming popular service targeting corporate data centers. It basically provides data centers the ability to operate like the internet and compute resources that are accessible and shared in a secure and assessable manner.
Social Media and Mobile Apps
Today, number of customers that use smart phones and mobile devices is rapidly increasing. They just don’t make use of these mobile gadgets for communication but also for other purposes such as market trips and official businesses. BPO industry taps to this major trend giving way to unconventional methods of contact and service delivery.
Checking a data online is one of the most convenient services that a customer can get. An access in any place where internet is available is the modern way of having bunch of information handy and secure. In the part of the providers and businesses, this is an effective means of securing fast delivery of reports and data to customers.
Excellent Customer Service
Customers nowadays look into a total package when they hit the market. They see the best quality of products tied with the best quality of services. Product based businesses are now gearing to increase eminence on their production with highly satisfying services. They tend to develop more convenient buying options to customers and provide the best support. For service delivering firms, customer service is their utmost priority since this holds the success or failure of their business. Remember that a completely satisfied customer is more inclined to spread the word of satisfaction.
Philippine voice-based outsourcing sector is set to uphold its leadership in the global BPO while another sector makes its way to a rapid expansion: Non-voice.
According to the Business Processing Association of the Philippines (BPAP), Philippine Non-voice expands it share in global IT-BPO services market. BPAP figure showed last year that the non-voice sector expanded by an impressive rate of 30%. Services in financial, human resources, logistics, software, healthcare, IT, engineering and even legal support are the sectors where the expansion are attributed in to.
A forecast from Everest Group, a research and consultancy firm, shows that the global market for outsourced services will reach $220 billion to $280 billion this year. It is expected that 90% of the forecasted revenue will be coming from the non-voice division.
Health care is one of many segments of Philippine non-voice BPO to show increased progress in the past two years. From 2010’s US$102-Million generated revenue, it reached as high as US$430-Million by the end of 2012.
This segment is evident to boom since the country records a large number of licensed nurses. There are more than 6000 nurses being trained every year, which implies bigger opportunities for the health care segment.
IT and Software Development
Aside from healthcare, other areas of Philippine non-voice BPO sector such as IT outsourcing, game and animation development, and information management for healthcare (HIM) are seen to be striding to a great feat. Tholons, a world-leading research, consulting and advisory firm today sees the great potential of outsourcing service providers in the country. Tholon is also expecting a penetration of country’s non-voice sector to other markets outside of US.
As identified by Tholons, Cebu City is an attractive BPO destination for both voice and non-voice. The city came in 8th in Tholon’s top 100 global outsourcing destinations. Northern Worx KPO (Non-voice), an outsourcing provider based in Cebu, specialize complete documentation solutions designed for physicians, hospitals, HMO’s, law offices, media outfits and research organizations.
By Me (User:Ysangkok). Artwork made by NCR, because they made the keyboard. (I took the picture with my digital camera) [Public domain], via Wikimedia Commons