The rise of business process outsourcing

Growth is not expected to stop for business process outsourcing (BPO). Annual figures are promising, with an average rate of 5.2% to reach US$215.9 billion by 2026!

Reminder on the principle of outsourcing

Outsourcing consists of delegating the handling of certain tasks, generally considered repetitive and time-consuming, to a company specialized in this type of service, in exchange for a fixed remuneration, agreed upon beforehand.

By choosing outsourcing, the client company is able to rationalize its costs and respond to common and long-lasting problems such as the shortage of skilled labour. Outsourcing allows companies to optimize their operations by taking charge of a very wide range of services. At ProContact, we take care of the following for your company

• Telephone reception
•  Remote secretary services
• Polls, surveys, satisfaction studies
• Remote marketing and prospecting (appointment setting, prospecting…
• File qualification
• Management and enrichment of databases
• Customer loyalty
• Technical assistance (hotline, webhelp, technical support)
•  After-sales service, customer service
• B2B / B2C prospecting;
• Customer relations;
• CRM tool and software;
• Satisfaction surveys;
• Human resources;
• Digital outsourcing
• and more.

For a complete coverage of your needs, count on our Digital Service to cater to your needs in:

• Maintenance / redesign of websites ;
• Management of e-commerce or social networking sites
• Processing of files;
• Design & graphic design;
• Or content creation.

What are the main trends in outsourcing?

There’s no denying that the demand for BPO services has remained strong in recent years. So much so that the market has transformed from an offshoring service to a business strategy. In order to meet the increasingly precise demands of clients, outsourcing has innovated its business processes.

At ProContact, we strive every day to improve our results and to align, direct and customize our mission in order to respond as precisely as possible to the expectations of the companies that trust us.

Competent and motivated outsourced agents

Within the same agenda of meeting the real needs of customers, outsourcing is now able to provide specialised teams, of course in number, but also in skills. Our approach at ProContact:

• A highly qualified and positive team capable of ensuring a tailor-made follow-up of each operation;
• A demanding recruitment process;
• A dense and continuous training related to inbound calls, outbound calls, marketing, webmarketing and other processes ;
• A motivating and human managerial management system; supervisors who listen to their employees and to you;
• An independent quality department with a single goal: customer satisfaction.

Outsourcing meets the needs of all types of companies!

Until the mid-2010s, only very large, international companies chose to outsource certain operational functions. The advent of start-ups and small businesses has changed the game, creating a competitive climate where every strategy counts.

As a result, it’s much easier today to find an outsourcing service provider that can handle a customized workflow.

How do you know if it’s the right time to outsource?

Here are 7 questions which will help you find the answer.

• Is your company able to respond to customer requests in a timely and efficient manner?
• Are your internal resources able to focus on the company’s core business?
• Are all the essential and less rewarding tasks being taken care of every day?
• Is your company’s budget still efficient?
• Are you able to recruit quickly and easily when the need arises?
• Are your teams able to organize their schedules to complete all the tasks they need to do?
• Are you still willing to take on everything, while others are willing to do it for very affordable costs?

These questions are not trivial, as companies rarely answer them positively. In the current post-pandemic context, it is imperative for companies to review the way they operate. To resist in the context of globalization, digitalization and lack of local skills, they must remain focussed and leveraged to the maximum the solutions available to them.

Offshore outsourcing did not take off by chance: it has taken its current place thanks to convincing results, thanks to satisfied customers all over the world.

Thanks to its great flexibility, outsourcing allows companies to outsource only according to their needs and financial capabilities. It allows them to outsource only a few services or a very large part of their operations, so that employees can focus on the development of their business.

Small, medium, large, very large companies… outsourcing addresses all sizes and structures, including those who think that this solution is only reserved for a certain number of employees!

With more than 20 years of presence on the market, ProContact is proof that outsourcing has a bright future ahead of it!

Contact us now!

How can we help you at ProContact? Outsourcing is our business: count on us to help you plan and set your objectives and targets! At ProContact, we work closely with you to include this solution in your business strategy. We can offer 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, multilingual agents, we enable the companies that choose us to gain credibility and above all to satisfy their customers, whatever 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 and for a quality partnership, click on our contact form, send us an e-mail or call us on (+33) 1 77 75 04 50.