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Outsourcing in 2021: A Year-End Report - Executive Boutique - ContactCenterWorld.com Blog

Outsourcing in 2021: A Year-End Report

Growth is always a welcome development for most businesses. However, rapid growth will inevitably hit a plateau that can stunt your venture’s earning power. One business practice you can consider to prevent this is business process outsourcing (BPO).

While expansion is one of the main reasons companies have tapped the services of various outsourcing agencies, there are other perks that come with hiring such services. Ultimately, the efficiency they can provide for the costs they incur can significantly help your company’s bottom line.

Unlike other fields that were hit hard by the COVID-19 pandemic, global outsourcing industries have experienced remarkable increases in their businesses and received positive projections in the coming years. In this article, we will provide you with relevant outsourcing statistics for a clearer picture of the current and future state of the dynamic outsourcing industry all over the world.

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While the global health crisis has limited the growth of some businesses, the outsourcing industry has seen significant changes that are projected to carry through in the years to come.

In 2019, the industry’s global value hit the $92.5 billion mark. With strong optimism for the field’s future direction, a Grand View Research study estimates it to expand to $405.6 billion come 2027 at a CAGR of 8%. This leap shows how more companies are starting to see the value outsourcing can bring to their business, even when everything goes back to normal.

2. The Philippines’ BPO industry generated $26.7 billion in 2020. (IBPAP)

Even as the health pandemic affected the economy, the BPO industry in the Philippines saw a revenue increase of 1.4% in 2020, recording a $26.7 billion total. According to the IT and Business Process Association of the Philippines (IBPAP), the climb reflected the efforts of BPO companies to ensure continued operations amid the global health crisis.

In terms of employment rate, BPO establishments hired 1.8% more people in the same year, resulting in 1.32 million direct employment in the country.

3. The United States remains the biggest client for outsourcing companies. (Reliable Plant)

Even before 2020 changed the way businesses operate, companies in the United States have always been the top subscriber to BPO services. It’s not unreasonable to think the same thing rings true today, as at least 68% of American companies still rely on third-party contractors to do some of their work for them.

Interestingly, as the top digital nation in 2021, the United States is among the largest supplier of online labor in the world. In their rising gig economy, 16% of Americans are reported to have earned money from an online gig platform.

4. Call centers will remain an integral part of customer retention strategies. (Morph Networks)

Many businesses closed due to the pandemic, so retaining customers can become a tough task to accomplish. The numbers paint a different picture, though. Call centers increased their volumes by 14% in 2020 to meet customer demand. Moreover, over half of all businesses partner with a third-party customer support business in 2021 to enhance their customer experience.

A Salesforce report reveals that at least 84% of customers stay because of loyal customer service. Additionally, companies that invest in customer retention initiatives by at least 5% see their profit rise between 25-95%. These statistics alone make call centers a vital component of your business strategy.

5. Cost reduction is the leading reason for outsourcing work. (Deloitte)

Not many companies have fully recovered from the pandemic’s impact on their coffers due to the current global economic situation. As such, at least 70% of companies that use outsourcing services attribute their decision to reduce costs.

Meanwhile, flexibility (40%) and speed to market (20%) are the second and third most important factors businesses consider when opting for an outsourced partner for their operations. Other attributes like access to tools and processes and agility (15%) are also included on the list.

6. The move to cloud services will only accelerate the rise of outsourced work. (Fortunly)

Aside from video conferencing tools, the pandemic also highlighted the importance of cloud servers to hold crucial files during a remote setup. Data shows that more than 93% of businesses are considering or have already implemented cloud technology as part of their processes.

As it allows for more effective and efficient work, a third of all companies are willing to increase their operating budget if it means getting better-outsourced support.

7. IT work is the most outsourced work worldwide. (Clutch) 

The outsourcing industry long held the reputation of only handling a company’s customer service needs. However, 2021 was a different tale as more skilled labor is being outsourced by companies worldwide.

According to a Clutch study, 27% of small businesses outsource their IT work. This can be attributed to the technical nature of the work that some smaller companies have no resources to build themselves. Furthermore, the report shows that 23% relegate their finance operations, 21% want a third party to handle their legal needs, and 20% tap another company for their marketing work.

8. A more efficient workflow is the leading reason behind most outsourcing orders. (Clutch)

Most small businesses will outsource work to get a more efficient workflow. In fact, 24% of business owners opt to outsource for this reason alone. An increase in efficiency means spending less time delivering products and services to make room for other tasks.

Efficiency isn’t the only reason most enterprises tap outsourcing companies, though. Some want to get expert help (18%) on their processes, while others use such services to provide more flexibility (16%) to their work.

9. More IT companies are opening up to the idea of outsourced work. (Fortunly) 

Although once aloof to the concept of outsourcing, the IT industry is now becoming more receptive to such work. Today, at least 44% of chief intelligence officers welcome the idea of outsourced teams handling some of their tasks for them. 

Functions that have to do with software application development make up most (64%) of the field’s outsource requests. Meanwhile, technology executives delegate application and software maintenance (51%) and data centers (40%).

10. India and the Philippines continue to dominate the outsourcing industry. (Outsource Accelerator)

Amid the COVID-19 pandemic, Asian countries remain at the top of the outsourcing list, specifically India and the Philippines. The two countries are the world’s most preferred outsourcing hubs for different services. India specializes in IT and software development, while the Philippines is better known for customer service and back-office work. 

Move Forward to Greater Success with Outsourcing

Outsourcing has long since shed its customer service roots and is now an asset for big and small companies. With this list of strong facts and figures as a basis, you now have a snapshot of the industry’s potential moving forward.

In case you’re looking for a call center outsourcing partner to scale your business, there’s no better place to go than Executive Boutique Call Center. We are a team of highly-skilled customer service specialists that can provide you with optimal results to increase your bottom line. Get in touch with us to learn more.

Source: https://ebcallcenter.com/outsourcing/outsourcing-year-end-report

Publish Date: February 14, 2022


2022 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

3.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 



View more from Executive Boutique

Recent Blog Posts:
Data Privacy in Call Centers: An In-Depth Look Into HIPAAAugust 18, 2022
9 Essential Tasks to Outsource for Your Ecommerce BusinessJuly 12, 2022
8 Must-Try Team Engagement Activities for Your Remote TeamJune 16, 2022
Outsourcing in 2021: A Year-End ReportFebruary 14, 2022
10 Ways to Improve Teamwork in Your Customer Service TeamJanuary 31, 2022
10 Tips to Help You Deal With Difficult CallersJanuary 4, 2022
Everything You Need to Know About Call center Fraud and How to Stop ThemDecember 10, 2021
A Primer on Effective Data Entry and How it Improves Your Customer DatabaseNovember 17, 2021
Understanding the Sales Call Steps: How to Close More DealsNovember 8, 2021
Customer Experience 101: Best Practices for Call CentersOctober 27, 2021

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