With over 1,000 business process outsourcing (BPO) companies in the Philippines employing 1.3 Million Filipinos, the BPO industry continues to grow and improve.

Due to rapid technological advancements, being up to date with BPO industry trends is crucial for companies to adapt, provide premium services, and keep up with the competition. As such, this article will address some of the best practices, trends, and statistics concerning the BPO industry.

1. Knowledge Process Outsourcing

Knowledge process outsourcing (KPO) has been a popular BPO industry for the last few years. While BPO allows you to outsource non-essential aspects of the business like back-end and back-office support, KPO is a branch of BPO that allows you to outsource highly-skilled professionals. Some of these areas of expertise are business/market research, legal processes, writing/content development, and data analytics.

BPO companies and professionals must be up-to-date with these industrial advancements. To be able to drive customer success, it is important to keep each team member highly trained and adept at carrying out a wide range of business processes. It’s always best to partner with BPOs with teams of professionals who can effectively learn new skills quickly. This allows businesses to build a solid relationship with their BPO partners.

2. Cloud Computing and Data Protection

In 2021, a significant amount of businesses started using cloud computing and other internet services such as databases, data storage, and advanced software. With the emergence of remote work, cloud computing became a necessity rather than a luxury. That said, the global cloud computing market is predicted to grow by $461 billion by the end of 2025 with a 17.5% Compound Annual Growth Rate (CAGR). 

BPO companies must adapt to these technological advancements as success is being defined by remote work. Rather than having their staff work from central headquarters, outsourced teams have been working from home during the past year. Quarantine restrictions implemented in early 2021 by the Philippine government have reinforced remote work.

It is undeniable that cloud computing has been one of the BPO industry’s best tools to overcome last year’s challenges. With almost all business data across the world available through the cloud, it is highly imperative for BPO companies to have top-of-the-line training and tools to ensure the protection of business data.

Companies like Sourcefit regularly ensure data security and regulatory requirements compliance. While we ensure compliance with the General Data Protection Regulation or GDPR, Sourcefit also follows the Data Privacy Act of the Philippines when handling all business data – especially those of our customers. The Data Privacy Act of the Philippines ensures strict regulations concerning the protection of all types of data, making the Philippines a great choice for outsourcing.

3. Communication Tools 

With the advent of remote work and cloud computing, the equipment of stronger communication tools and omnichannel communication has been a game-changer for BPO companies. To ensure that quality service will not falter even as teams work from different locations, BPO companies make sure that their communication channels are seamless.

The incorporation of omnichannel communication has proven beneficial for both employees and consumers. This approach makes it possible for companies to market and sell to customers by using a variety of methods. BPO companies, like Sourcefit, use omnichannel communication for their teams and for their clients and consumers to improve user experience and keep close personal support for each customer.

 

4. Social Media as a Customer Service Platform

One of the fastest rising industry trends in BPO is the use of social media as a customer service platform. At the beginning of 2021, Forrester predicted a 40% increase in digital customer service interactions as the pandemic increased reliance on online shopping, digital financial services, and telehealth (virtual care) options.

Bringing your business’s customer service to social media means interacting with your clients where they already are. This provides a seamless customer experience and satisfaction. For the BPO industry, this means an increase in demand for content moderators, live chat support, and customer service professionals. Outsourcing your social media customer support answers the need for quick response and resolution. 40% of customers expect businesses to respond within the first hour after they reach out. It is also a more affordable alternative to hiring an in-house team, not to mention, a much faster implementation.

5. Transparency in the BPO Partnership

One of the biggest industry trends in BPO is to ensure clear communication on policies, contracts, and most importantly, pricing. The success of partnerships between a company and its BPO service provider depends on trust and how well they can together. In order to build trust with customers and increase satisfaction, BPOs must provide clarity and 100% transparency from the get-go.

Here in Sourcefit, we understand that outsourcing involves bringing a third-party organization into your business’s crucial matters. That’s why we offer a  close personal approach to each of our customers to ensure their growth and give them control over how to effectively manage and control this vital part of their business.

To learn more about outsourcing, you can read our Top 8 Qualities of an Outsourcing Company in the Philippines article. We invite you to follow us on social media and to visit our website to learn more about our services.

About Us: Sourcefit is a widely recognized US-managed business process outsourcing company based in Manila, Philippines. We proudly serve over 100 clients with a workforce of more than 1,300 employees. Our global centers can serve multiple markets, and our staff is highly proficient in English, Spanish, French, and Portuguese. Whether you need a few or many employees, we can help you achieve your business goals and build high-quality offshore teams.

Latest Awards

Sourcefit’s commitment to excellence has been recognized through numerous industry awards and certifications.

We recently received the Fortress Cyber Security Award from the Business Intelligence Group. Sourcefit was also honored with the prestigious recognition of Best Outsourcing Solutions Provider in the Philippines during the 2023 Business Excellence Awards.

Other awards include: FT ranking of 500 high-growth Asia-Pacific, The Marketing Excellence Awards, Inquirer Growth Champion,  HR Asia Awards, among others.

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