OP360 Future of Outsourcing - free guide 2023

TheFutureof Outsourcingin Covid-19Environment

TheCOVID-19pandemicanditsimpact tothebusinessprocessoutsourcing (BPO)industry

ThefirstconfirmedCOVID-19casecanbetracedback toNovember17,2019,butthediseaseonlyreceived mainstreammediaattentioninearly2020 TheWorld HealthOrganization(WHO)thendeclaredtheCOVID19outbreakasaPublicHealthEmergencyof InternationalConcern Thisresultedincountries announcinglockdownrestrictions,curfews,and temporarybusinessclosurestohelpcurbthespread ofthedisease

Life,asweknowit,changedovernight.Peopleinmost countriesarerequiredtowearfacemasks Nonessentialestablishmentslikeamusementparks, cinemas,andsalonswereclosed.Modesofpublic transportationwereverylimited Somecountrieseven imposedcurfewsontopoftheirlockdownrestrictions

Duetothis,almosteverytypeofbusinesshasbeen disrupted,includingtheBusinessProcessOutsourcing (BPO)industry InthePhilippines,BPOemployees facedissuesregardingtheirworkingarrangements. BPOworkersgloballywereaskedtoworkfromhome (WFH),whileothersaretaskedtostayatahotelnear thecompany’soffice.Needlesstosay,BPOoperations aroundtheworldweredisrupted,asnoonewas preparedforaglobalhealthcrisis

Thesecondquarterof2020hasbeenquitean adjustmentperiod However,itisnotonlya challengingtimeforBPOemployees,butalsoforBPO companies.BPOsofallsizeswereforcedtocharter anunfamiliarterritorywhileensuringthattheir operationstransitionsmoothlyfromofficetohomein suchashortperiodoftime

Thecounter-cyclicalBPO industry

Despitethemostunusualandchallengingof circumstances,businessesandemployersareall doingthebesttheycan TheBPOindustryisfortunate enoughtobeacounter-cyclicalsector–meaningit thrivesevenmoredespitethefluctuationsina country’seconomy

Thesectordid–andisstilldoing–itsbesttoadapt totheso-called“newnormal.”Mostoutsourcing providerstriedtheremoteworkingarrangementfor thefirsttime

In24hoursafterthelockdownswereannounced, externalservicesproviderssuccessfullyprovidedthe rightequipmentandnecessitiessotheiremployees couldhaveaconduciveworkingenvironmentat home Theyalsoprovidedastrongeremphasison ensuringdatasecurityandprotection

AccordingtotechnologyfirmNTT’s‘2020GlobalManaged ServicesReport’[1] releasedinMay2020,64percentof organizationsarelookingtooutsourceinthenext18months Thisisobviouslygoodnewsforthird-partyservices providers–whethertheyprovideoffshorestaffing, nearshoring,ordomesticoutsourcing.Thereportisa testamenttohowtheoutsourcingsectorcanstillflourish amidthepandemic.

Moregoodnewsiscomingtheoutsourcingindustry’sway.InanotherUS-basedresearch[2]conductedby marketresearchcompanyOpiniumandcustomerexperienceandcommerceagencyLiveAreainMay2020,34 percentofthesurveyrespondentssaidtheywereconsideringoutsourcingtheirITfunctions,while33percent statedthattheywerelookingtooutsourcetheirmarketingactivities.

What'snextfortheBPOsector?

Outsourcingdestinationsacrosstheglobeareseeingtheindustry’srecoveryinthenearfuture Lockdown restrictionsaregraduallyeasing.Vaccinesarebeingprocured.Countriesareflatteningthecurve.Theglobal economywillbebacktonormalinnotime

TheBPOindustryisalsooptimisticthatitwillreturntoitsflourishingselfasitwaspre-pandemic.Sincemost businessesaresettooperateonlineforquitesometime,thedemandforworkersintheInformationTechnologyBusinessProcessOutsourcing(IT-BPO)industryisexpectedtorisethis2021[3]

[1]https://interactivehelloglobalntt/story/ntt-2020-global-managed-services-report/page/4/4?

utm source=Reportlandingpage&utm medium=Button&utm campaign=MS2020&utm term=&utm content=MS2020Button

[2]https://wwwliveareacxcom/blog/livearea-covid-business-research//

[2]https://businessmirrorcomph/2020/06/15/demand-for-it-bpo-workers-to-recover-in-20/

Businessesarealsoprojectedtooutsourcetheiroperationsto recoverfromtherepercussionsoflastyear’sglobalhealthcrisis.The manufacturing,customerservice,andevenbookkeepingsectorswill seeincreaseddemandasmorefirmsdelegatethesebusiness functionstothird-partyproviders.

Ontheotherhand,theofficerealestatesectorreceivedvery significantblowsin2020.ThesuddenswitchtotheWFHarrangement adverselyaffectedtheindustry,aswellasthebusinessesthatrequire physicaloffices Whilethepandemicdidnotcompletelyabolishthe needfortraditionalofficespaces,somecompaniestookmassive stepsregardingtheirworkingarrangements Majorsocialnetworking websiteTwitter,forinstance,announcedthatthefirmisallowingits employeestoworkfromhomeforever[4]

Inaddition,studiesrevealthatemployeesnowprefera“hybrid” workingarrangement InAustralia,asurveyreportrevealedthatup to60percentofemployeessurveyedprefertoworkfromhomefor twoorthreedaysaweek Thestudysaidthatthesedays,employees arecravingtheflexibilitythatahybridworkplacecanprovide

Now,what’sinstorefortheofficerealestatesectorinthenextfewyears?2020isamajorbumpalongtheway,but thingsarelookingupfortheindustry.

AccordingtorealestatecompanyLeechiuPropertyConsultantInc’s4Q2020,thePhilippines’realestatemarket remainsresilient TheBPOsectortookalmost50percentofthedemand,whichreached381,000squaremeters amidthepandemic Unfortunatelyforco-workingspaces,thepost-pandemicbusinessenvironmentmaynotbe tooniceforthem,ascompaniesarestilllikelytomaintainphysicaldistancingamongemployees.

[4]https://wwwwashingtonpostcom/technology/2020/10/01/twitter-work-from-home/?arc404=true

Further,P&AGrantThornton’sDigitalTransformation Survey[5]showedthatonly54percentofits respondentcompaniesplantokeeptheWFHsetting afterthequarantine.Thismeansthatthefutureis brightfortheglobalrealestatesector.

InIndia,theofficemarketismakingagradual recoveryinQ42020,especiallywhencomparedtoits previousquarter AsreportedbyJLLResearch,[6]new completionsduringtheOctober-Decemberquarter wererecordedat12.78millionsq.ft.–a39percent increasefromQ3 Ontheothersideoftheworld, ColliersInternational’s“Q32020OfficeMarketOutlook Report”[7]revealedthattheUSofficeabsorptionin Q32020reachedits20-yearlowin2020 However,for tenants,“thereisanopportunitytoleasehighquality, wellfit-outspaceatapointintimewhenleaseterms arebecomingincreasinglynegotiable”

HowCOVID-19pushedfor geo-diversification

TheCOVID-19pandemicdefinitelywasahighlightof 2020 Itpressuredbusinessestomakelast-minute businessdecisions,applystrategiestokeepthe companyafloat,andexperimentwithother approachesthattheyhaveneverdonebefore

Onethingthatthepandemicbasically“rebirthed”to isgeographicaldiversification Companiestooka stepbackandreconsideredtheirlocationstrategy, amongothers.Amidtheretrenchmentsandabrupt adjustingtotheWFHsetting,businesseswere compelledtotakeathoroughlookattheiroperations andlocations

Thesefirmsthenhaddifferentviews regardingtheiroutsourcedfunctions:some choseto“re-shore,”orbringtheiroperations andmanufacturing“backhome.”

Someenterprises,ontheotherhand,made thechoicetooutsourceadditionalbusiness functionstoexternalproviders,mainlytosave oncosts.Therewerealsoanumberof instanceswherecompaniesarereported switchingtonearshoringtheiroffshore operations.

TheUnitedStates,Latin America,India,andthe Philippines

TheUnitedStates,LatinAmerica,India,and thePhilippinesareoutsourcingindustry hotshotsintheirownrespectiveways These areasservedifferentmarketspre-pandemic, astheyhavevaryingsellingpointsand industryspecialties.

[5]https://wwwgrantthorntoncomph/news-centre/pa-grant-thornton-on-digital-transformation/

[6]https://wwwprnewswirecom/in/news-releases/india-office-leasing-continues-recovery-absorption-up-52-in-q4-vs-q3-2020-at-8-27-million-sq-ft-jll850986714html

[7]https://www2collierscom/en/research/2020-q3-us-office-market-outlook-report

However,this“compartmentalizing”ofoutsourcing taskswillbelessenedinthefollowingyears.The COVID-19pandemicacceleratedgeo-diversification, whichmeansthatcompaniesarelikelytospreadout theirremoteteamsasabusinessstrategy.

Asmorecompaniesareexpectedtooutsourceinthe nearfuture,thedemandforcompetentprofessionals willalsosurge Duetothis,organizationswilllookto otherexternalstaffingservicesproviderstocaterto theirneedsandinterests.They’llbemorewillingto diversifytheirremoteworkforceandinvestinother up-and-comingoutsourcingdestinations

OtheremergingBPO destinations

COVID-19’spushforbusinessestodiversifytheir operationsprovidesabeneficialadvantageforother developingoutsourcingdestinationsacrossthe globe TheUnitedStates,India,andthePhilippines havealreadyestablishedthemselvesastop-notch remotestaffingproviders.Theresurgenceofthe outsourcingsectorwilljustleavethemstrongerthan ever They’llexperiencesignificantgrowthinthe comingyears,butthishikedemandisonlyexpected fromtheseBPOlocations.

Theclearwinnersinthisgeo-diversificationmoveare theemergingnearshoringlocations.Nearshore outsourcingisarelativelynewsector Whileit’s showingsubstantialprogressthroughtheyears,itstill fallsbehindoffshorestaffingandin-househiring. However,nearshoringisseentogetthemostbenefits outofthepandemicanditsvariousrepercussions

StrategicAdvisoryfirmforGlobalOutsourcingand InvestmentsTholonsreleaseditsflagshipannual researchreport,“TholonsGlobalInnovationIndex,™[8] whichliststheTop100SuperCitiesandTop50Digital Nations.Thereport“evaluatesranksandprovides locationstrategiestomultinationalcorporations, countries,governments,multilateralagencies, analystsandinvestors.”

Further,the2020indexrankedBrazilasthetopthree digitalnationsoutof50,nextonlytoIndiaandthe UnitedStates Manynearshorelocationsalsomade thislist,like:Mexico(8th);Argentina(13th);Chile (14th);Uruguay(18th);SriLanka(34th);PuertoRico (43rd);Peru(44th);andPanama(47th) Inaddition, SaoPaulo(3rd);BuenosAires(13th);Santiago(16th); Montevideo(27th);andBogotá(47th)joinedthelistof Tholons’Top100SuperCitiesintheworld

Theseoutsourcingdestinationsarerankedbasedon talent,skill,andquality;businesscatalyst;costand infrastructure;riskandqualityoflife;andofcourse, digitalinnovation Thenearshoringindustryisjust starting,anditisprojectedtoenjoyasurgein demandinthecomingyears Inthelatterpartofthis ebook,we’lllearnmoreaboutnearshoringandwhya risingnumberofbusinessesarehiringtheirstaffin theselocations

[8]http://tholonscom/tholons-services-globalization-index/

2021BPO projections

Itshouldbenotedthattelehealthcareisn’tjustabout checkupsandkeepingrecords Italsoencompasses mentalhealthandpsychiatry Withsomanypeopleof allagesreportingsignsofanxietyanddepression (alongwithothermentalhealthissues),[11]more telehealthproviderswilloffervirtualhealthresources topatients

Employers,employees,andgovernmentsalikeareall lookingforwardtoamuchbetter2021.Thisyear,it looksliketherewillbeariseinthedemandforcareers indigitalcontentandITinSoutheastAsia Professional networkingsiteLinkedIn’s2021JobsontheRise report[9]nameddigitalcontentcreators(editor, copywriter,videoeditor)asthetopcareercategoryof 2021,followedbydataanalysts,softwareand technology,financeandinsurance,education,digital marketing,ande-commerce Itshouldbenotedthat allofthesecareercategoriesaremainlyoutsourced toexternalproviders,thuscontributingtothegrowth oftheoutsourcingindustry

Forvoiceroles,telehealthcareisprojectedtothrivein thisdecade,forobviousreasons Accordingto CustomerThink,[10]telehealthwilltakearound25 percentofhealthcareby2025.Thisrisingsectorwill bedevelopedthroughtheyears,asdemandismost likelytocontinuouslyupturn Therewillbeanupsurge intheappealforpeoplewithmedicalbackgrounds, especiallynurses,whowillbeneededtoworkinthe sector

Telehealthcarewillbringnon-voiceroleslikedata entryandinformationtechnologyonthetopwithit Forthesectortoadapttothedemandsanditsmany challenges,itwillneedtheassistanceofworkers underthedataentryandITcategories Medical transcriptionislikelytorisewithit.Telehealthcare professionalswillneedtodelegatesomeofthemore time-consumingtaskstodataentryoperators, specificallymedicaltranscriptionists.

Inaddition,thetelehealthcaresectorwillneedtokeep upwiththetechnologicaldevelopments,regulations, andothertrendsthatwillcomeupinthenearfuture ITprofessionalscan(andwill)playahugeroleinthis. They’llmakethetransitionfromphysicaltovirtual mucheasier ThesectorwillalsoneedITprofessionals’ skillsindatasecuritytoensuretheprotectionof clients’confidentialmedicalinformation

Thevoiceandnon-voicerolesinatraditionalBPO officewillworksidebyside Now,morethanever

Further,theremotestaffingsectoringeneralis expectedtogrowatastaggeringrate German databasecompanyStatistaprojectsthatthe outsourcingsegment’srevenuewillreachalmost US$299millionthisyear,withapossibilityofsurgingto US$382millionrevenuein2025[12]

Recordnumbersofenterprisesareprojectedtomake theswitchtooutsourcing–mostlikelynearshoring and/oroffshorestaffing Companiesnowrealizethe valueofleveragingaglobalstaff,aswellas diversifyingitsofficesandworkforce

[9]https://wwwcnbccom/2021/01/19/job-opportunities-fast-growing-industries-in-southeast-asia-linkedinhtml

[10]https://customerthinkcom/2021-customer-experience-trends-and-tactics/ [11]https://wwwwhoint/news/item/05-10-2020-covid-19-disrupting-mental-health-services-in-most-countries-who-survey [12]https://wwwstatistacom/outlook/15200/100/business-process-outsourcing/worldwide

Inatimewhencompetition’stougherandtechnology isevolving,BPOfirmsalsoneedtoprogresswiththe times.Toachievethisgrowth,it’ssafetosaythat variousBPOtrendsandstrategiesarelikelytobe developedandpracticed

BPOtrendsthatwecan lookforwardtointhenext decade

Outsourcingasabusinessstrategywasformally identifiedin1989.[13]Theindustrystartedwithoutthe technologythatwehavenow,sowecanonlyimagine howlimitedthesectorwaswhenitwasjustbeginning Inthe1990s,organizationsoutsourcedsupport servicesandfunctionstosaveoncosts Whilethisis stillmostbusinesses’reasontooutsource,they’ve figuredoutmorejustificationstopursuethisbusiness strategy

Itcanbeany(orall)ofthefollowingreasons:

They’dliketoleveragetheeducatedandtalented remoteworkforces;

Theskilledprofessionalstheyneedforthe companyarenotavailableintheirarea; Theywanttheirin-houseteamtofocusoncore responsibilitiessotheydelegatedthenonessentialtasks.

They’reconsideringopeningaheadquartersinthe outsourcinglocationbutwouldliketostartwitha fewemployeesfirsttotestthewaters. They’rereconsideringtheirbusinessstrategies, andarethinkingaboutexpandingtheirworkforce viaremoteteams.

Today,inorderforcompaniestocontinue outsourcingtheiroperations,theBPOsectorneedsto adapttothetimes Theyneedtocomeupwith effectivetrendsandstrategiestokeeptheindustry attractivetoorganizationsallovertheworld.

HerearesomeBPOtrendsthatwecanlookforwardto inthewholedecade:

Moreenterprisesrelying onoutsourcedproviders

TheCOVID-19pandemiccausedmassivelayoffs, whichresultedinlessmanpowertocompletethe sameamountofwork.Andweallknowhowless peopledoingthesameamountofworkcanaffectthe businessandthequalityofoutputthatitproduces, right?Itwillnotdothebusinessanygood

Companiesarebecomingincreasinglycomfortable withZoommeetings,onlineinterviewsand onboardingprocesses,andvirtualTGIFparties–makingoutsourcinganevenmoreviablestaffing option Thepandemicdestroyedtheoldbeliefthat teammembersneedtobeworkingtogetherinthe sameofficeinordertocollaborateeffectively

Inthenextdecade,we’reseeingagreatincreaseon thenumberofenterprisesrelyingonoutsourced providerstoaddresstheirneedsacrosstheentire customerlifecycle.Companieswillembracethe conceptofoutsourcing,andwillingraintheremote teamcultureintotheirorganizationsinthenear future They’llrealizethatsincetheteamsareall workingfromhomeanyway,thelackofin-person communicationisnownotanissue

Further,weseebusinessesinvestingmoretime, money,andenergyindigitizationandmakingan impressivebrandreputationonline Mature companiesarelikelytodigitallytransformtheir currentoperationstomeetthedemandsofthedigital economyanddiversifytheircapabilities These maturecompaniesarethenexpectedtodelegate theircontentmarketingandsocialmedia managementteamstooutsourcingdestinations They’regoingtoneedthehelpofthird-partyservices providerstokeepupwiththetightcompetition.

[13]https://scmncsuedu/scm-articles/article/a-brief-history-of-outsourcing

RiseofOmni-Channelto DriveConsumerCentricity

Retailisnotdead–itjustevolvedovertime Today, customersexpecteverythingtobeavailableonline Yourlocations,inventory,policies,andcustomer supportneedtobeontheInternet,easilyfoundinone clickonthesearchbar Thelackofonlinevisibilitycan causeyourbusinesstonsofprospectsandloyal customers.

Withtheupsurgeofmanytypesofwebsitesand socialmediasitestosetascustomersupport channels(Facebook,Twitter,LinkedIn,Instagram, Pinterest,TikTok seriously,whocankeepup?),itcan beveryconfusingfororganizationsandclientsalike tosetcertainguidelinesandprovidetop-notch services Theoverwhelmingnumberofonline channelscanjustcreateconfusionandinconsistency, makingmattersmoredifficultthantheyhavetobe

Thisdecade,we’reseeingtheriseofomnichannel solutionstodriveconsumercentricityandenhance userexperience Omni-channelisacross-channel retailandcontentapproachthatprovidesan interconnectedandfully-integratedcustomer experience,whetheryou’reshoppingtraditionally, throughtheirwebsite,oranywhereinbetween

We’reseeinghumanagentsworkinghand-in-hand withthelatesttechnologiesandartificialintelligence (AI),contributingtoamoresatisfyingandmodern retailexperience AIisnotanenemy–it’sagreat helperforhumanemployeestoprovidethebest servicetotheircustomers.

Employees'upskilling

Thepositiveimpactoftechnologyadvancementon businesses–andevenonpeople’sdaytodaylives–isimpressiveandtrulyadvantageous.Noonecan denythat However,hereisahugemisconception thatBPOemployeesarethreatenedbythecontinued riseofautomation.WhiletheideaofAIreplacing humanemployeesisfar-fetch,outsourcingproviders recognizethatautomationisstillathreattothe industryinsomeways.

Thepandemicshiftedalotoftasksandservices online,whichadverselyimpactedthehuman employeesofBPOs Employeeupskillingand retrainingwillbeoneoftheefficientstrategiesthatwe seeBPOsdoingthisyear.Ifthesectorwantstostand outinacompetitivemarket(withorwithoutAI),they needtohoneandupskillthetalentsandexpertiseof theiremployees

Afterall,outsourcingdestinations’efficientand highly-educatedworkforceisnowtheirmainselling point Theseemployeesneedtobecontinuously upskilledandretrainedtokeepupwiththeclients’ demands.Workersindestinationswhere“jobsare beingtakenaway”frombyoffshoringand nearshoringarecontinuouslyworkingonenhancing theirexistingskillsandaddingmore.BPOswill absolutelymakesurethattheirtalentswillstillstand outsotheywillnotgetleftbehind

Theresurgenceofoffshore outsourcingand nearshoring

2021seesmorerolesbeingdelegatedtoremotestaff oroutsourcingproviders Sincethemajorityofoffice workersin2020hadnochoicebuttoworkfromhome, companiesnowrealizethatremoteworkcanbequite effective–allwiththepropertrainingandguidance Duetotheprovenefficiencyofremotework–orthe conceptofworkingandcollaboratingwithteam membersinanotherlocation–companieswillthen trytotakeitastepfurther Whyshouldn’ttheydabble onothermoreaffordablestaffingoptions?Since everyoneintheteamisworkingfromhomealready, whyshouldn’ttheymakeiteasierfortheirteamsand delegatesomeoftheirtediousandtime-consuming taskstoanoutsourcedprovider?

Offshoreoutsourcing,nearshoring,andeven onshoring,werequiteflourishingpre-pandemic Asa go-tobusinessgameplanforcompanieslookingto expandtheirworkforce,theremotestaffingindustry hasalwaysbeenaconsistentandreliableplanof action

Further,inthenextfewyears,we’reseeingastrong resurgenceoftheoutsourcingsector–especially offshoreoutsourcingandnearshoring Organizations, emergingonesespecially,arelikelytooutsourcedue totheirlimitedexperienceand/orresourcesto manageincreasingvolumesofcustomerinteractions Theseemergingsectorswillseektodelegatea numberofrolestoBPOsinordertodrivenew customerdemand,scaleoperations,optimizecosts, protecttheirbrandinvestment,andaccelerate profitability

Enterprisesarealsoincreasinglydemandingthattheir providersofcustomerinteractionsolutionsintegrate dataanalysisandinsightintotheircoreservice offerings,inordertodrivecontinuousperformance andsuperioroutcomes.

Themostcost-effectivestaffing solutions

Gettingtheprivilegetoaccessa talentedandprofessionaloffshore staff

BPOstailortheirofferingstoperfectly suityourbusiness’andclients’needs

Offshoreoutsourcinglocationsaregenerallysituated inthe“East”Topoffshorestaffingdestinationsinclude thePhilippines,India,China,Vietnam,andMalaysia Nearshoredestinationsareinrelativelyclose proximitytotheirtargetmarkets(UnitedStates, Canada,andEurope) Emergingnearshorelocations includeBrazil,CostaRica,Colombia,andMexico

Whetheracompanychoosesoffshoreornearshore, thewholesectorisstillboundtowitnessaresurgence inthecomingyears.

In2020,thePhilippines’LaborDepartmentreported thattheyhave“receivedinformationthatsomebig companieshavealreadygivennoticefortheir requirements,oneofwhichneedsatleast4,000seats tobefilledup.”[14]

Ontheotherhand,there’salsoatrendofcompanies returningtheiroperationstotheirhomecountries

Thosethatcan’treallydothisduetobudgetrestraints opttodabbleinnearshoring Nearshoringisalsoa “win”businessdecisionformanyorganizations,as thisstrategycanhelpthemsaveonlaborcostsand physicalsitevisitexpenses

Now,howshouldabusinesschoosewhethertohire anoffshoreornearshoreteam?Here’sashort comparisonofbothoptions’advantagestoa company:

Strongeremphasison dataprotectionand security

TheWFHarrangementcanraiseafewconcerns, especiallywhenitcomestodataprotectionand security There’sarisingnumberofphishing,data theft,andpassword-relatedthreats,asmost operationsweredoneonline.Thesedatasecurity challengesexistevenwhenBPOsareoperatingin theirphysicaloffices–whereemployeesandonline databasesalikewereprotectedbyworld-class equipmentandtightsecuritycontrolsandguidelines Now,ifemployeesareworkingfromhome,howcan weensurethatconfidentialdataisprotected?How canwemakesurethattheinformationthatclients providewillremainingoodhands?

AccordingtonetworkinghardwarecompanyCisco Systems’report,named“FutureofSecureRemote Work,”[15]61percentofglobalorganizationsthey surveyedrevealedthattheyexperiencedajumpof25 percentormoreincyberthreatssincethebeginning ofCOVID-19

ThisisoneofthemainconcernsthatBPOcompanies workedextremelyhardonlastyear Clients’ informationisvital,anymisplaceddatacancost themtheirbusiness.Itisalsooneoftheleading factorsthathindercompaniesfromoutsourcingtheir operations

[14]https://www2staffingindustrycom/row/Editorial/Daily-News/Philippines-Government-expects-resurgence-in-business-process-outsourcing-industry-54176 [15]https://wwwciscocom/c/dam/en/us/products/collateral/security/secure-remote-worker-solution/future-of-secure-remote-work-reportpdf

Forstarters,outsourcingprovidersexecutedthe followingtoensuredataprotectionastheir employeesworkfromhome:

UtilizedVirtualPrivateNetworks(VPNs)toensure security.

Providedinformativeemployeetrainingregarding datasecurityissues

Tightenedonlinesecurityandstreamlined guidelinesregardingdataprivacyandprotection

Usedscreenmonitoringsoftwaretotrack employees’activities.

Acceleratingcloudadoption Storingimportant informationonthecloudcanimmenselyreduce securityrisks.

Asnotedinthesamereport,85percentofthe surveyedglobalorganizationsstatedthat cybersecurityis“extremelyimportantormore importantthanitwasbeforethepandemic”This improvedappreciationfortightcybersecurityis consistentamongsmall,medium,andlarge businessesat79percent,87percent,and88percent, respectively Thereportalsostatedthataconcerning percentageofenterprisesintheEuropeanandAMER regionswere“notprepared”intransitioningtoa remoteworkforce

Astheeffectsofthepandemiclinger,themoreitis necessaryforBPOstoinvestindataprotection There willbeastrongeremphasisplacedondatasecurity andproperhandlingofconfidentialinformation BPOs willhavestricterdataprotectionrulesand regulations.

Inaddition,clientswillbepickieraboutchoosingan outsourcingprovider,asthey’relikelytoresearchthe BPO’sdatasecuritymeasures.

HowcanOP360helpyour business?

OP360isnotyourordinaryBPOcompany.Wearea specializedoutsourcingfirmthatprovidesefficient andtailoredbackofficeandcustomerservice servicesformedium-sizedtoFortune500businesses.

OP360wasfoundedin2006,thengrewitscompany sizetothousandsofemployeesinitsofficesacross theglobethroughtheyears Today,OP360continues tohelpbusinessesrunmoresmoothly,economically andefficiently,whateverthatbusinessmaybe.We workwithourclientssidebysidetoprovide customizedsolutionstofittheirneeds

Ourlong-establishedmanagementteamcanhelp youharnessthepowerofaglobal,remoteworkforce tocontributetoyourcompany’sgrowthandsuccess

Ourteamsofcost-effective,professional,and college-educatedstafffromaroundtheglobedeliver arangeofaccent-neutralservicesacrossabroad portfolioofbusinesses.Fromsalesandmarketing supporttodataresearch,contactcenterservices, bookkeeping,andaccounting,towebdevelopment–younameit,wecanhelpyouwithit!

Inaddition,oneofthemainfactorsthatmakesus standoutfromthetightcompetitionisour accountabilityandourcommitmenttocarefullycraft therightsetofoutsourcingsolutions Welistento whattheclientsneed,thenutilizethetalentsand expertiseofourcoreteamtocomeupwitha personalizedoutsourcedstaffingpackage Catering totheclients’needsisournumberonepriority

Currently,OP360hasofficesinNorthAmerica(US), LatinAmerica(Guatemala,ElSalvador,SanMarcos), andAsia(thePhilippinesandIndia).We’relooking forwardtoexpandingtoothertop-notchoutsourcing destinationsinthenearfuture

OurServices

Wetakeourtimetounderstandthespecificneeds andexpectationsofourclientstoensurethatwe’ll provideonlythebestservicesandsuitable professionals.OP360offersawiderangeof outsourcedandcustom-tailoredadministrative, customersupport,technology,andaccounting functions–asweaimtofueltransformativegrowth andcreatelong-lastingvalueforourclients.

Takealookatsomeoftheservicesthatweoffer:[16]

CALLCENTERSERVICES

Bynow,wealreadyknowthesignificanceofhow havingatop-notchcallcentercanaffectyourwhole business

Callcentersprovideinboundandoutbound marketingservicesandstrategies,whichmeansthat theywillplayavitalroleinyourlead-generation effortsandcustomerretentiongoals,amongothers.

OP360,withitsdiverserangeofefficientglobal workforce,canprovideyourbusinesswithexcellent callcenterservices.

Wecanhelpyoubuildaremotecallcenterfromthe groundupifthat’swhatyou’dprefer.However,wecan alsotakecareofeverythingforyou,withminimalto nosupervision Wealwaysprioritizeyourchoices

OP360canofferthefollowinginboundandoutbound callcenterservices:

INBOUNDMARKETINGSERVICES

Callpatching

Customerservice

Directresponseforwebsite

Insuranceclaims

Liveansweringservice

Orderfulfillment

Ordertaking

Reservationdesk

Seminar/eventregistration

[16]https://wwwop360com/services/

Itdoesn’tmatterwhetheryou’reasmalltomedium-size enterprise(SME)oramajorcorporation,wecancaterto yourcallcenterneedsefficiently Asanall-aroundBPO servicesprovider,weguaranteethatwe’llonlyprovide themostfittingcandidatesfor yourfirm

RESEARCHANDDATAAGGREGATION

Dealingwithanunprecedentedamountofdigitaldata canbequiteoverwhelmingtoanyone;especiallysince eventhesedays,peoplecontinuallyunderestimatethe significanceofdocumentationrolestoacompany’sdayto-dayoperations.

Littledidtheyknowthatdespitetheadvancementof technology,humanemployeesarestillnecessaryto preciselymanagecompanydataandperformmarket research

LetOP360removethistediousrolefromyourcoreteam Allowourcompanytohandleyourfirm’sresearchand dataaggregationfunctions,sothatyourteamcantake thesetime-consumingdutiesofftheirto-dolists

OUTBOUNDMARKETINGSERVICES

Appointmentsetting

Coldcalling

Directmailfollow-up

Leadgeneration

Leadqualification

Marketingresearch

Prospecting

Surveys

Telemarketing

InOP360,wecanhandledataentrytoorder processingandeverythinginbetween Wecantake overthefollowingresponsibilities:

Businessreplycardprocessingandreader response

Dataentry

Documentmanagementenrollmentform processing

Membershiprenewalssubscriptionfulfillment

Mortgageloanapplications

Orderformprocessing

Questionnaireprocessing

Rebateprocessing

Surveytabulationandprocessing

TranscriptionServices(underthemedical,legal, andbusinesssectors)

Tripreportforms

SALES&MARKETINGSOLUTIONS

AccordingtoDeloitte’sConnectedSmallBusiness2017 Report[17],businesseswithadvancedlevelsofdigital engagementare50percentmorelikelytogrowmore revenue,ascomparedtothosewithbasiclevelsof digitalengagement–ascompaniescanlearnalot abouttheirmarketfrombuildinganonlinepresence too

Further,thereportrevealedthatdigitalcompanies areover14times“morelikelytobeinnovatingby offeringnewproductsorservices.”Investinginyour digitalsalesandmarketingsolutionswillnotonly boostyourbrandname,itcanalsopromote innovationandboostsales.

Investinginyourdigitalsalesandmarketingsolutions willnotonlyboostyourbrandnamebutcanalso promoteinnovationandboostsales

Itmaystilldependonthesectorthatyourbusinessis in,butifyourcompanyisnotdigital,itsmonths/years maybenumbered,unfortunately Thedigital revolutionischanging–andchallenging–the businessworld Goingonlineistrulytheonlywayto go,anditisnecessarytoinvestinyourdigital marketingeffortsifyouwantyourbusinesstothrivein thisdigital,competitive,post-pandemiceconomy

OP360offersflexibledata-drivensalesandmarketing solutions,helpingclientsachievetheirsalestargets whiletakingyourcustomeracquisitiontothenext level Ofcourse,wewon’tforgetaboutyourexisting andloyalconsumers.Wecanhelpcreatesolutionsto improveyourcompany’s3C’s:customerexperience, customersatisfaction,andcustomerretention We’ll findthebestwaystohelpyourfirmserveyourclients whileensuringthatyoustandoutfromtherestofyour competitors

Letushelpyourbusinessflourish OP360offersthe followingscalableandcost-effectivesalesand marketingsolutionservices:

Competitiveresearch

Competitivetracking

Emailmarketingservices

IndustryandNewMarketResearch

Leadgenerationcampaigns

SearchEngineOptimization

Support&AdministrativeServicesforFieldSales Staff

[17]https://www2deloittecom/content/dam/Deloitte/au/Documents/Economics/deloitte-au-economics-connected-small-businesses-google-161017pdf

BOOKKEEPINGANDACCOUNTING

Bookkeepingandaccountingsoftwareisalltherage thesedays.

Afterall,thistypeofsoftwarepresentsmanyvaluable advantages,likeautomationoftasks,faster processes,andeasiersystemsintegration However, wecan’treallyensuretheutteraccuracyofthese programs.Accountingandbookkeepingsoftware mayhavethetendencytoproduceerrorsand inconsistencies

Thisiswhyoutsourcingyourbookkeepingand accountingstaffisthepreferableoption Your companycanleveragetheskillsofhighly-educated remotebookkeepersandaccountantstoaccurately handleyourbooksandfinancialtransactions

Yourpurchases,sales,payments,receipts,andother typesoftransactionsshouldbemanagedbyhighlyqualifiedexpertsinthefield Hiringhuman accountantsandbookkeepersisthesmarteroption.

OP360helpsbusinessesofallsizeskeeptheirfinancial records,businessdealings,andbooksup-to-date anderror-free Ourbookkeepingandaccounting teamsoperate24hoursaday,7daysaweek,365 daysayeartocatertocompaniesacrossmultiple industriesandtimezones There’sabsolutelynoneed toworryabout“accountingemergencies,”asweoffer continuousandconsistentsupport.

Ifyouwanttoenjoypreciseaccountingand bookkeepingservicesthataremeticulouslyexecuted byourproficientremoteteam,reachouttousat OP360 Ourservicemodelallowsustoworkclosely withyourbusinesssystems,processes,reporting,and compliance

Wealsoofferthefollowingservices:

Bankreconciliation

Bookkeeping

Budgeting

Depreciation

Financialstatementsandreports

Inventory

Cashflow

Creditcardreconciliation

Jobcostingandprofitability

Payroll

Inaddition,ifyou'rereallyintotheutilizationof accountingsoftware,wecanalsomanagethatfor you!OP360cansetupandprovidetechnicalsupport foryoursoftware,likeQuickBooks,Peachtree,NetSuite, andQuicken.See?Wereallytailorourservicestofit yourneeds Wecanalwaysworkwithwhatyouhave andwhatyouwant

APPLICATIONANDWEB DEVELOPMENT

Attractprospectiveclientsandretainexisting customersbyofferingthebeste-commerce experienceanddigitalmarketingsolutions

Inatimewheneverything’sonline,yourwebsite servesasarepresentationofyourwholecompany Thisiswherecustomersmaketheirfirstimpressions, andtheseimpressionsdeterminewhetheryour companyisworthtransactingwithornot

Ifyou’relookingtobegin–orimprove–your applicationandwebdevelopmentefforts,letushelp youlevelup OP360hasaccesstoavastpooloffullycertifieddevelopersthatcandeliverexceptional results Ouroutsourcedteamscanquicklyadaptto ourclients’culture,aswellastheirofferedproducts andservices.Sofar,wehavecompletedalmost 200,000supportticketsandcounting!

DOCUMENTPROCESSINGAND QUALITYCONTROL

Documentprocessinghascomealongway.Today, documentsandinformationsystemsgeneratea remarkableamountofdatafromdigitalsourcesand physicaldocuments

ThroughaProcessIntelligencePlatform(IP),OP360 canhelpyourorganizationingestandanalyzeyour datasoyoucanenhanceyourcustomerexperience efforts,aswellasfindbetterwaystoperformyour operations

OP360’sPIplatformcanplayavitalroleinhelping yourbusinesseasilydiscover,understand,and managebusinessprocessexecutionmoreeffectively. Inaddition,wecanhelpyoustreamlineyourservices andupgradeyourqualitycontrolmeasures

Qualitycontrol(QC)istheprocessthatensuresthat thecompany’sproducedproductsandoffered servicesliveuptothefirm’shighqualitystandards It isresponsibleforwhetheryourmarketwillfindyour offeringsinexcellentqualityornot,whichwillthen playaroleinthecompany’sprofitabilityandgrowth

QCisacontinuouslyevolvingprocess,andweare morethanwillingtohelpyouinthisdepartment OP360auditsoveronemillionQAinteractionsand moderatesalmostsevenmillioncontentpieces yearly

Further,ourPIplatformistop-notch.Wedesign processqualityandvisibilityintoourentiredocument conversionservicesoffering:

Accountability

Delivery

Destruction

ISSIcheck-in

Pick-up

Qualityassurance

DATA,ANALYTICS&AI

Inordertostaycompetitiveinacutthroatmarket, yourbusinessneedstoutilizedataandAItoits advantage.LetOP360showyouhow.

Wedonotonlyefficientlymanageyourdata–weare alsoknowledgeableinmaximizingyourrawdataand turningthemintovaluableinformationthatcanhelp yourbusiness Thisprocessiscalleddatamining,and OP360’steamofoffshoredatascientistscanperform this,especiallyforyou

Inaddition,wecandeveloppredictiveanalysesto generateinsightsandmaximizeyourcustomers’ business,mitigaterisks,increaseself-service channels’retention,andminimizecallbacksand complaints.Wewilluserawdataandanalyticsto ensurethatyou’regivingyourcustomersthebest experiencewithyou

Advancedanalyticsisatoughsectorthatonlyvery fewcompanieshavemastered HereatOP360,we deployawiderangeofadvancedcustomeranalytics toyourbusiness,including:

Fraudanalytics

Machinelearningandsimilarityindexes

Predictandpreventagentattrition

Predictivemodeling

Profiling,segmentation,andcontactstrategies

Propensityscoring

Siteselectionscoreboards

OurAItoolscanalsocustomizejourneymappingand journeyplanningdesignsforyourbusiness,soyou canstartcreatingthebestrelationshipstrategyfor eachcustomerprofile,aswellasthedevelopmentof personas Wecandothisbyutilizingthefollowing resources:

Chatbotsandvoxbots

Documentmanagementautomationand orchestration,OCR/ICR,NLP/NLU,andfront-and back-officeRPA

Intelligentandvirtualassistants

IntelligentIVR

Industries wecaterto

Asamultifacetedoutsourcingservices provider,wemakesuretoprovideour excellentservicestoadiverserangeof industriesandclients.Weaimtoofferthe expertiseofouroffshoreandnearshorestaff toanarrayofindustriesacrosstheglobe.We knowthatourteam’sexperience,talents,and efficiencycanhelpyourorganizationbecome thebestversionofitself.

OP360deliverspowerfuldataandAIsolutions, softwaredevelopmentexpertise,callcenter services,researchanddataaggregation processes,andqualitycontrolmeasuresto thefollowingindustries:

Automotive

Banking&FinancialServices

Construction

E-Commerce

Energy&PublicSector

GigEconomy

HealthcareServices

HigherEducationInsurance

Insurance

GigEconomy

MediaandCommunications

Medical

Publishing

RealEstate

Retail Technology

Travel,Transportation&Tourism

WhatMakes OP360Stand Out?

InthePhilippinesalone,oneofthemostsoughtafteroffshorestaffingdestinations,thereareover 1,000registeredBPOcompanies[18]. Howcana15-yearoldoutsourcingproviderlikeOP360 standout?

Here’showwedoit:

Ourstrongcompanyculture

96%ofOP360’semployeesreportjobsatisfaction We takeprideinourengagedstaff,strongemployee retention,andgreatcompanyculture

Ourloyalandmotivatedstaffaremorethanwillingto helpourclientswithalltheirbusinessconcerns

Further,wetookourtimetodevelopacompany culturethatencouragesamotivatedwork environmentandsolidteamwork Werecognizethe importanceandpositiveimpactsofastrong companycultureintheemployees’performance.This iswhyweinvestinouremployees’professionalwellbeing,constantlyre-training,upskilling,andmaking surethatwe’reprovidingaconducivework environmentforthem–whetheratanofficeorwork fromhomesetting Wealsooperateoutofmodern andpremiumfacilities.

Withastrongcompanycultureandprovided importancetoouremployees,weknowthatourteam memberswillhavecamaraderie,teamwork,and mutualrespecttowardseachother Astrong companycultureisthebestfoundationforagrowing organizationlikeOP360.

We have the best talents – and we take care of them!

Thecompany’sownersandmanagementteamhave beenclientsofoffshoreandoutsourcedservicesfor morethanadecade.Asfirst-handclients,theytruly understandthebenefitsofoutsourcingandwhat clientsneed Ittakesyearsoffirst-handexperienceto developamoreuniqueunderstandingandimproved empathyforeveryclient’sneedsandcircumstances

Forourworkforce,wedon’tonlyinvestincompany culture,wealsohireemployeeswithsuitable educationalbackgroundsandrelevantpreviouswork experiences.Ourteammembershavegainedyears ofexperienceandexpertise–theyactuallyhavean averagetenureofsixyearsofBPOexperience!

Inaddition,wehireandattractthetypeofemployees whoareencouragedbyaworkstructurethatrequires self-motivationandteamwork Ourrecruitment processissecond-to-none.Wetaketrainingseriously, andweworkhardtotrainouremployeestobecome in-house“specialists”oftheclienttheyareservicing Wedeveloptheirskillsandsupporttheminmastering theclient’sbrand,business,customers,products, services,andculture Wedon’tjusthirepeoplejustso wecouldprovideclientswithanemployee.Wemake surethatweprovidethemwithanemployeethatis perfectlysuitedtotheroleandtotheteam

[18]https://psagovph/content/2013-annual-survey-philippine-business-and-industry-aspbi-business-process-management-bpm

Totakecareofouremployeesandensurethatthey remainmotivated,weofferpremiumsalaries.Our competitivesalaryandbenefitsofferingscanresultin strongerstaffretentionandhigherproductionforour clients.Wealsoensurethatyourteamnotonly performs,butalsooperatesasanextensionofyour existingteams,withsharedvalues,training,and culture.Inaddition,wenurturethewell-beingofour employeesthroughthefollowingholistic developmentalapproach:

Weconductroutinementalhealthwellness programsandcampaigns.

Weprovideregularlearninganddevelopment opportunities

Weadheretoallrelevantlawsandregulationsto honortherightofouremployeestofeelsafeand secureintheirworkenvironment

Wedonottolerateanydiscrimination,inhumane treatment,orathreatthereofbasedonrace,color, religion,sex,genderidentityandexpression,creed, nationality,age,disability,maritalstatus,orany otherstatusprotectedbyapplicablelaworpublic policy

Asaflatorganization,employeesaremore empowered Theyoperatewithagreaterdegreeof managerialindependenceandareexpectedtotake onmoreresponsibility.Additionally,wealways encourageopencommunicationandcollaboration There’salwaysroomforimprovement

DisasterRecoveryPlanning(DRP)

We’llneverknowwhenadisasterandbusiness operations-stoppingeventisgoingtohit,butnaturally, companiesshouldbeprepared OP360hascreatedan elaboratedisasterrecoveryplan–whichisregularly updated–toguaranteethatoperationsremain runningandinconveniencedbyanyinevitable “disaster”

ThisCOVID-19pandemicisa“disaster”casethat neededadvancedrecoveryplanning Whilethis pandemicissomethingthatcompaniesneversaw coming,OP360isproactiveenoughtodealwithits effectsonthebusinessbeforeitsrepercussionsreally hit.

ThefirmembracestheWFHarrangementtocontinue servingtheclientswithoutriskingthehealthandsafety oftheiremployees Wefindwaystohandleclients’ businesswithoutsacrificingthewell-beingofour employees That’sOP360’spromise

We take physical security and data protection seriously Ourofficesoperatenon-stop(24/7/365),soweinvest alotoftimeandresourcesintosecuringourphysical sites,ouremployees,andourdatabase Hereat OP360,weimplementstrictsecurityguidelines We guaranteeourclientsthattheinformationthatthey providewillonlybemanagedbytherighthands

Forourphysicalsites,ourfacilitiesincludethe following:

BiometricfingerprintreadersystemandRadio

FrequencyIdentification(RFID).Thesesystems ensurethataccessisrestrictedandfilesarekept classified

CCTVmonitoringacrossthewholeofficeand 24/7/365mannedsecurityguardsatevery entranceandexit

Companybadgerequirementforallthestaff

Paperlessenvironmentandnostoragedevices (likeCDs,DVDs,printers)allowedinsidethe productionfloor

Ofcourse,wesecureoursystemsandserversby providingthefollowing:

Installedmanylevelsofsoftwareandhardware firewallstosafeguardcomputernetworks

Usedcomputermonitoringsoftwareand passwordforeverycomputeruser

High-securitydataserversthatarelocatedat datacentersintheUnitedStates

Intruderdetectionsystem

Onlinefiletransfersystemwith256-bitencryption

Periodicvulnerabilityandpenetrationtesting

Ifourclientshaveotherconcernsregardinghowwe protecttheirdata,wearealwayswillingtolisten We canworkwiththemandfindwaystocatertotheir datasecurityneeds.

Strongcommitmenttoupholdingour missionandvision

Ourmissionistocontinuallyraisethebarofworldclasscustomerexperiencebycombiningincredible people,innovativetechnology,andprogressive thoughtleadership

Weknowwhatit'sliketobeclientsofaBPOcompany firsthand Weknowtheupsanddowns,the frustrations,andthemilestones Weaimtoapply whatwehavelearnedinthatexperiencetoassure thatourclientswillgettoenjoyahigherlevelof exceptionalcustomerexperience

Further,ourvisionistochangehowtheworldworks bydeliveringsuperioroutcomesthattranscend geography.Whetheryou’relocatedinNorthAmerica, LatinAmerica,orAsia,wegotyou

Remoteworkisthefuture.Allowustoassistyouin gettingthemostoutofaglobal,professional workforce Leveragetheskillsandtalentsof offshore/nearshoreremoteteamsstartingnow.

Corporateandemployee testimonials

Sinceourinceptionin2006,wehavereceivedgreat numbersofpositivefeedbackandtestimonialsfrom ourcorporateclients Ourprofessionalandefficient employeeswerealsoatthereceivingendofthe wonderfulcommentsfromourclientsthroughoutthe years

Whilemoreofthesecanbeseenonourwebsite,we’d liketoshareafewcorporatetestimonialsfromour clients

“OP360 is a partner and a BPO leader. It [is] a pleasure working with this organization, when [they] say that they will do something, they always follow through. They do not shy away from new tasks and jump on them immediately This organization clearly understands the priority of the work and plans accordingly They have a solid grasp of our business, the data, what we need and how [to] grow it ”

-Jessica,Manager

“OfficePartners360 has done a phenomenal job of ramping up quickly while maintaining a high standard of quality. Their numbers have been so far above our estimates that we ’ ve had to reassess our expectations across the board, and in reviewing their work I’ve seen them nail some really tough judgment calls –you ’ re all doing a great job ”

-Chris,SeniorAssociate

“It’s a pleasure working with this BPO organization! OP360 is receptive to feedback and always rises to and meet[s] or exceed[s] the challenges, tasks, and goals at hand ”

-Jackie,FinanceSpecialist

Weareproudtohaveworkedwithvariousclientsall overtheworld.Asweenteranewdecade,OP360is lookingforwardtohelpingmoreclientsthrivethrough ourmanagementteam’sexpertiseandremotestaff’s world-classskills

GettingStarted

Howcanyougetstartedwithremotestaffing?Whetheryou’reeyeingtotryorswitchtoonshore outsourcing,nearshoring,oroffshoring,noworries–wecanhelpyou!

OP360hasworld-classofficeslocatedinstrategiclocationsspanningtheglobe:NorthAmerica, LatinAmerica,India,andthePhilippines.WeleanheavilyonourentrepreneurialDNAby recognizingresourcefulness,speed,andinnovativeproblemsolving.Withus,youcanguarantee thatwe’llfindthebestpossibletalentforyourcompanyacrosstheglobe

GETINTOUCHWITHOP360

Outsourcingisthebusinessworld’spresent andfuture.Feelfreetogetintouchwithus now!There’snoneedtomakeadecision rightaway,butifyou’retoyingwiththeidea ofhiringanoffshore/nearshoreremotestaff, weareheretohelp

Youcanrequesta30-minutecallwithoneof ourbusinessdevelopmentspecialiststoget thebestsolutionsforyourbusinessstraight fromtheexpertsbyvisitingourwebsiteat https://wwwop360com/

Additionally,hereareotherwaystoconnect:

Feelfreetosendusyourinquiriesand suggestionsbysendingusanemailat info@officepartnerscom Bookameetingwithusvia https://wwwop360com/contact/ Callusat(844)466-7360toll-free.

OurcorporateofficeislocatedinRidgefield, Connecticut,USA.

Thankyoufordownloadingthisebook Let’s worktogethersowecanhelpyouachieve yourbusinessgoals.We’relookingforwardto communicatingwithyou!