With the conclusion of the first quarter of 2012, a number of business process outsourcing trends emerges everywhere. The innovations and technological advancements both in the BPO and IT industry have dramatically changed the “sunshine” industry of the Philippine economy.
Despite the threats of U.S. President Barack Obama campaign against the industry, the uncertainties in the economic stability of the U.S. made the country review options that they could consider. Availability of opportunities and technologies gave way to the creation of various industry trends for 2012.
Social Network Integration
Before, communication between outsourcer and the service provider is limited to phone calls and e-mail messaging. The availability of social networking sites such as Google+, Facebook, LinkedIn, and Twitter have given the BPO industry a new way to reach out to its clientele.
Customer service would be made available in these social media platforms. Hence, rants and concerns could be quickly addressed and managed by service providers.
Market demands for apps for Android and iOS have been growing along with the creation of smart devices and gadgets. As a matter of fact, the app sale under Apple has reached $1.78 billion in2010 and was forecasted to reach $4 billion in 2011.
The mobile app advancements have triggered the industry to empower their clientele by providing mobile apps for tablets and smart phones. These apps would give clients the power to monitor and manage their outsourced processes. Typically, the app would include functions such as dashboards, business intelligence, analytics, and instant messaging.
Development of New BPO Initiatives and Programs
Since the market for BPO services is creating its own niche in the business sector, it is highly expected that more and more countries would be competing to obtain a bigger market share in the outsourcing industry. It is expecting a growth rate of 5.4 percent in 2015, boosting the BPO industry’s rate by $93.4 billion.
In order to match the increasing demand for outsourced services and tasks, initiatives would likely be developed (or are currently being developed) to attract more clients and BPO professionals. Moreover, programs such as trainings, seminars, and other technical crash courses would be provided to ensure and maintain a constant supply of BPO manpower.
Continuous Upsurge in Outsourced Services
Businesses and establishments are still trying to get their footing in the slowly recovering industry. With the economy yet to recover, the business sector is trying to keep its expenses and expenditures low. Such attitude has driven them to focus more on investing in outsourcing services and programs.
Shortage in Skills and Manpower
Businesses resort to transferring their routine or even core tasks because of: need to cut down production/management costs and lack of sufficient manpower to undertake the work. According to studies conducted, shortage of specialized and skilled manpower is one of the reasons why companies opt to move jobs overseas. Expect that the demand would eventually grow by 14 million in 2020 due to the predicted shortage of workers with post-secondary education in the U.S.
Knowing these outsourcing trends can help service providers in preparing and improving their services to maintain and improve their market niche in the BPO industry in the next coming of years.