Why large companies are abandoning the use of outsourcing services in the mecca of the BPO industry – India, Philippines, Pakistan, etc.
Customer focus, reputation and trust marketing.
With the development of digital technologies, increasing competition and abundance of goods and services on offer, it is becoming increasingly difficult to attract the attention of consumers. They began to be more critical of the shortcomings of goods and poor quality services. Therefore, the supply began to focus on the formation of personalized products – products created exclusively according to the wishes of customers. The importance of collecting accurate data on the preferences of the defined target audience and tracking the overall process of user interaction with the brand will be key. An important role will be played by monitoring the intentions and tastes of the audience, as well as increasing trust in the brand.
The coronavirus pandemic, economic crises and the natural processes of evolution in the last two years have brought significant adjustments to the work of companies around the world. The changes affected various aspects of their lives: from global development trends to local peculiarities.
Business trends 2022:
Values, digitalization, outsourcing – global directions in the development of companies, which are gaining more and more importance every year. Let’s talk about following one’s own values, which are based on the so-called ESG principles (Environmental, Social, Governance principles).
Following these principles – one of the main factors and driving force of companies. These principles not only ensure a positive reputation for brands, but also open up additional channels for investment. By applying ESG principles, the impact of digitization will increase. More and more companies are expected to use the new work formats, analysis methods and big data volumes. The priority is to focus on the systematization of business processes and expanding the boundaries of the introduction of artificial intelligence.
Companies strive for maximum optimization of work processes. Hence the natural tendency towards outsourcing. Its use is expanding not only in large, but also in medium-sized enterprises. Outsourcing services allow brands to focus on product development without wasting time on secondary processes. From everything written above, it becomes clear why the demand for quality, personalized outsourcing services is becoming more and more apparent. The trend towards the withdrawal of large international companies from the outsourcing market in India, the Philippines, Pakistan, etc. continues apace.
The need for quality customer service, offering added value in the form of a complete customer experience becomes a priority for companies. The requirements for quality outsourcing, such as: mastering the language in which customers are served at a native level, thinking operators who are capable of empathy, quick response and emotional intelligence. Companies realize that the overall experience of their customers also depends on quality outsourcing, which affects customer retention over time.
