Organisations want ‘outsourcers to support their drive to digital’

A new report has revealed that organisations are closely linking outsourcing with their digital transformation – and most expect levels of outsourcing to remain at current levels or increase.

The research, published by CCA and conducted in partnership with research partner Agilisys, states that organisations are looking for outsourcers to support their drive to digital, with more than 90% of respondents saying that it was important that a chosen partner must be able offer the latest technological capability.

Similarly, 90% of those surveyed indicated a propensity for levels of outsourcing to either increase or at least stay the same.

Estimates suggest that around 15-20% of customer service activity is currently outsourced. This figure has remained relatively static for a number of years, which poses the question, if it works for some, why doesn’t it work for more? With increasing customer expectations around mobile and digital service, an opportunity exists for the BPO and outsourcing market to showcase its capabilities and expertise.

Anne Marie Forsyth, CEO, CCA commented: “We know that our service environments are becoming more and more complex. Sourcing the right skills, technology and support to deliver for customers is an ongoing challenge. Working in partnership is critical for many organisations to achieve success and we can see from our research that businesses are increasingly committed to a more mature approach to achieve both their digital ambitions and drive their overall service strategy.”

The research surveyed both BPO operators and in-house providers for their views on some critical issues related to the outsourcing agenda.

Ashley Bryant, Director of Customer Service at Agilisys added: “At Agilisys we have witnessed first-hand the significant benefits digital technology has delivered to our customers. We know that a high-performing partnership will use technology not only to provide the infrastructure that runs the operation, but also as a source of innovation and advantage.

“We welcome the findings of this research, which is a clear indication that the sector is ready to move beyond traditional service models and has realised the additional value that is set to be gained from more innovative use of technology.”

To view the full report click here.

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