Business Process Outsourcing – What’s IN, What’s OUT?

Over time, there are periodic outflows in each business sector, primarily due to the changing market dynamics, competition, innovation and technological advances. In this context, the outsourcing of business processes is certainly no exception, although its history is relatively shorter compared to other major areas of activity. Even in its short history of about 20-25 years, the outsourcing area has undergone significant changes, both in terms of physical changes and characteristics. Because we need customers and suppliers to understand these changes and their impacts in the most appropriate way to perform outsourcing, we have accurately identified some of the most significant changes that have taken place in outsourcing over the past two decades. . Here are some tips on what’s included and what’s not in outsourcing:

What it contains:

More attention is paid to prioritizing long-term business goals over short-term profits. For example, cost-cutting, which was once the main focus of activity, is now as important as improving process quality and customer satisfaction. The desire to establish and maintain long-term business relationships with the service provider. In the past, most outsourcing contracts were in time-limited contracts, often leading to uncertainty and mistrust between the parties involved.

Increasing the number of small and medium-sized enterprises providing outsourcing services. In the past, outsourcing services were mainly hired by multinational companies faced with rising operating costs and growing inefficiencies.

Using automated tools and customer service systems to reduce the burden on customer service professionals and improve transaction security. Automated systems such as Interactive Voice Response (IVR), for example, have made online credit card transactions safe enough for customers.

How is it going:

The intensity of protests against outsourcing is caused by increased job losses. Over time, most people have come to the conclusion that what is good for businesses in the U.S. can be beneficial for the country as a whole, and perhaps even help the global economy.

The end of an era when suppliers were called “external.” The term can still be used, but is increasingly being replaced by a “strategic partner.” This may seem cosmetic, but it is actually a radical shift in the overall perception of outsourcing.

Monopoly of several service providers grouped in a specific geographic area. With the emergence of major changes in IT and telecommunications, the ability to perform outsourcing projects is now available to any company or country with the skills and experience to achieve the desired goals and objectives. Wishful thinking that outsourcing will eventually become saturated, and that’s it. With the advent of sub-sectors such as KPO (outsourcing of knowledge processes), the industry does not seem to be moving in this direction.

If pessimists were successful, we would never be able to detect ice on Mars. This is why customers and suppliers should let go of their negative sides and uncertainty and instead work to achieve common goals and objectives, thus creating a win-win situation for everyone. Resources are there, as well as opportunities – all you need is the desire for greater success by outsourcing business processes.

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