OP360 Future of Outsourcing - free guide 2023

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The Future of Outsourcing in a Post Covid-19 Environment

The COVID-19 pandemic and its impact to the business process outsourcing (BPO) industry The first confirmed COVID-19 case can be traced back to November 17, 2019, but the disease only received mainstream media attention in early 2020. The World Health Organization (WHO) then declared the COVID19 outbreak as a Public Health Emergency of International Concern. This resulted in countries announcing lockdown restrictions, curfews, and temporary business closures to help curb the spread of the disease.

Life, as we know it, changed overnight. People in most countries are required to wear face masks. Nonessential establishments like amusement parks, cinemas, and salons were closed. Modes of public transportation were very limited. Some countries even imposed curfews on top of their lockdown restrictions.

Due to this, almost every type of business has been disrupted, including the Business Process Outsourcing (BPO) industry. In the Philippines, BPO employees faced issues regarding their working arrangements.

BPO workers globally were asked to work from home (WFH), while others are tasked to stay at a hotel near the company’s office. Needless to say, BPO operations around the world were disrupted, as no one was prepared for a global health crisis.

The second quarter of 2020 has been quite an adjustment period. However, it is not only a challenging time for BPO employees, but also for BPO companies. BPOs of all sizes were forced to charter an unfamiliar territory while ensuring that their operations transition smoothly from office to home in such a short period of time.

The counter-cyclical BPO industry Despite the most unusual and challenging of circumstances, businesses and employers are all doing the best they can. The BPO industry is fortunate enough to be a counter-cyclical sector – meaning it thrives even more despite the fluctuations in a country’s economy.

The sector did – and is still doing – its best to adapt to the so-called “new normal.” Most outsourcing providers tried the remote working arrangement for the first time.

In 24 hours after the lockdowns were announced, external services providers successfully provided the right equipment and necessities so their employees could have a conducive working environment at home. They also provided a stronger emphasis on ensuring data security and protection

According to technology firm NTT’s ‘2020 Global Managed Services Report’[1] released in May 2020, 64 percent of organizations are looking to outsource in the next 18 months.

This is obviously good news for third-party services providers – whether they provide offshore staffing, nearshoring, or domestic outsourcing. The report is a testament to how the outsourcing sector can still flourish amid the pandemic.

More good news is coming the outsourcing industry’s way. In another US-based research[2] conducted by market research company Opinium and customer experience and commerce agency LiveArea in May 2020, 34 percent of the survey respondents said they were considering outsourcing their IT functions, while 33 percent stated that they were looking to outsource their marketing activities.

What's next for the BPO sector?

Outsourcing destinations across the globe are seeing the industry’s recovery in the near future. Lockdown restrictions are gradually easing. Vaccines are being procured. Countries are flattening the curve. The global economy will be back to normal in no time.

The BPO industry is also optimistic that it will return to its flourishing self as it was pre-pandemic. Since most businesses are set to operate online for quite some time, the demand for workers in the Information TechnologyBusiness Process Outsourcing (IT-BPO) industry is expected to rise this 2021.[3]

[1] https://interactive.hello.global.ntt/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://www.liveareacx.com/blog/livearea-covid-business-research// [2] https://businessmirror.com.ph/2020/06/15/demand-for-it-bpo-workers-to-recover-in-20/

Businesses are also projected to outsource their operations to recover from the repercussions of last year’s global health crisis. The manufacturing, customer service, and even bookkeeping sectors will see increased demand as more firms delegate these business functions to third-party providers.

On the other hand, the office real estate sector received very significant blows in 2020. The sudden switch to the WFH arrangement adversely affected the industry, as well as the businesses that require physical offices. While the pandemic did not completely abolish the need for traditional office spaces, some companies took massive steps regarding their working arrangements. Major social networking website Twitter, for instance, announced that the firm is allowing its employees to work from home forever.[4] In addition, studies reveal that employees now prefer a “hybrid” working arrangement. In Australia, a survey report revealed that up to 60 percent of employees surveyed prefer to work from home for two or three days a week. The study said that these days, employees are craving the flexibility that a hybrid workplace can provide.

Now, what’s in store for the office real estate sector in the next few years? 2020 is a major bump along the way, but things are looking up for the industry.

According to real estate company Leechiu Property Consultant Inc.’s 4Q 2020, the Philippines’ real estate market remains resilient. The BPO sector took almost 50 percent of the demand, which reached 381,000 square meters amid the pandemic. Unfortunately for co-working spaces, the post-pandemic business environment may not be too nice for them, as companies are still likely to maintain physical distancing among employees.

[4] https://www.washingtonpost.com/technology/2020/10/01/twitter-work-from-home/?arc404=true

Further, P&A Grant Thornton’s Digital Transformation Survey[5] showed that only 54 percent of its respondent companies plan to keep the WFH setting after the quarantine. This means that the future is bright for the global real estate sector.

In India, the office market is making a gradual recovery in Q4 2020, especially when compared to its previous quarter. As reported by JLL Research,[6] new completions during the October-December quarter were recorded at 12.78 million sq. ft. – a 39 percent increase from Q3. On the other side of the world, Colliers International’s “Q3 2020 Office Market Outlook Report”[7] revealed that the US office absorption in Q3 2020 reached its 20-year low in 2020. However, for tenants, “there is an opportunity to lease high quality, well fit-out space at a point in time when lease terms are becoming increasingly negotiable.”

How COVID-19 pushed for geo-diversification The COVID-19 pandemic definitely was a highlight of 2020. It pressured businesses to make last-minute business decisions, apply strategies to keep the company afloat, and experiment with other approaches that they have never done before.

One thing that the pandemic basically “rebirthed” to is geographical diversification. Companies took a step back and reconsidered their location strategy, among others. Amid the retrenchments and abrupt adjusting to the WFH setting, businesses were compelled to take a thorough look at their operations and locations.

These firms then had different views regarding their outsourced functions: some chose to “re-shore,” or bring their operations and manufacturing “back home.”

Some enterprises, on the other hand, made the choice to outsource additional business functions to external providers, mainly to save on costs. There were also a number of instances where companies are reported switching to nearshoring their offshore operations.

The United States, Latin America, India, and the Philippines The United States, Latin America, India, and the Philippines are outsourcing industry hotshots in their own respective ways. These areas serve different markets pre-pandemic, as they have varying selling points and industry specialties.

[5] https://www.grantthornton.com.ph/news-centre/pa-grant-thornton-on-digital-transformation/ [6] https://www.prnewswire.com/in/news-releases/india-office-leasing-continues-recovery-absorption-up-52-in-q4-vs-q3-2020-at-8-27-million-sq-ft-jll850986714.html [7] https://www2.colliers.com/en/research/2020-q3-us-office-market-outlook-report

Strategic Advisory firm for Global Outsourcing and Investments Tholons released its flagship annual research report, “Tholons Global Innovation Index,™[8] which lists the Top 100 Super Cities and Top 50 Digital Nations. The report “evaluates ranks and provides location strategies to multinational corporations, countries, governments, multilateral agencies, analysts and investors.”

However, this “compartmentalizing” of outsourcing tasks will be lessened in the following years. The COVID-19 pandemic accelerated geo-diversification, which means that companies are likely to spread out their remote teams as a business strategy.

As more companies are expected to outsource in the near future, the demand for competent professionals will also surge. Due to this, organizations will look to other external staffing services providers to cater to their needs and interests. They’ll be more willing to diversify their remote workforce and invest in other up-and-coming outsourcing destinations

Other emerging BPO destinations COVID-19’s push for businesses to diversify their operations provides a beneficial advantage for other developing outsourcing destinations across the globe. The United States, India, and the Philippines have already established themselves as top-notch remote staffing providers. The resurgence of the outsourcing sector will just leave them stronger than ever. They’ll experience significant growth in the coming years, but this hike demand is only expected from these BPO locations.

The clear winners in this geo-diversification move are the emerging nearshoring locations. Nearshore outsourcing is a relatively new sector. While it’s showing substantial progress through the years, it still falls behind offshore staffing and in-house hiring.

However, nearshoring is seen to get the most benefits out of the pandemic and its various repercussions.

[8] http://tholons.com/tholons-services-globalization-index/

Further, the 2020 index ranked Brazil as the top three digital nations out of 50, next only to India and the United States. Many nearshore locations also made this list, like: Mexico (8th); Argentina (13th); Chile (14th); Uruguay (18th); Sri Lanka (34th); Puerto Rico (43rd); Peru (44th); and Panama (47th). In addition, Sao Paulo (3rd); Buenos Aires (13th); Santiago (16th); Montevideo (27th); and Bogotá (47th) joined the list of Tholons’ Top 100 Super Cities in the world.

These outsourcing destinations are ranked based on talent, skill, and quality; business catalyst; cost and infrastructure; risk and quality of life; and of course, digital innovation. The nearshoring industry is just starting, and it is projected to enjoy a surge in demand in the coming years. In the latter part of this ebook, we’ll learn more about nearshoring and why a rising number of businesses are hiring their staff in these locations.

2021 BPO projections

Employers, employees, and governments alike are all looking forward to a much better 2021. This year, it looks like there will be a rise in the demand for careers in digital content and IT in Southeast Asia. Professional networking site LinkedIn’s 2021 Jobs on the Rise report[9] named digital content creators (editor, copywriter, video editor) as the top career category of 2021, followed by data analysts, software and technology, finance and insurance, education, digital marketing, and e-commerce. It should be noted that all of these career categories are mainly outsourced to external providers, thus contributing to the growth of the outsourcing industry.

For voice roles, telehealthcare is projected to thrive in this decade, for obvious reasons. According to CustomerThink,[10] telehealth will take around 25 percent of healthcare by 2025. This rising sector will be developed through the years, as demand is most likely to continuously upturn. There will be an upsurge in the appeal for people with medical backgrounds, especially nurses, who will be needed to work in the sector.

It should be noted that telehealthcare isn’t just about checkups and keeping records. It also encompasses mental health and psychiatry. With so many people of all ages reporting signs of anxiety and depression (along with other mental health issues),[11] more telehealth providers will offer virtual health resources to patients.

Telehealthcare will bring non-voice roles like data entry and information technology on the top with it.

For the sector to adapt to the demands and its many challenges, it will need the assistance of workers under the data entry and IT categories. Medical transcription is likely to rise with it. Telehealthcare professionals will need to delegate some of the more time-consuming tasks to data entry operators, specifically medical transcriptionists.

In addition, the telehealthcare sector will need to keep up with the technological developments, regulations, and other trends that will come up in the near future.

IT professionals can (and will) play a huge role in this.

They’ll make the transition from physical to virtual much easier. The sector will also need IT professionals’ skills in data security to ensure the protection of clients’ confidential medical information.

The voice and non-voice roles in a traditional BPO office will work side by side. Now, more than ever.

Further, the remote staffing sector in general is expected to grow at a staggering rate. German database company Statista projects that the outsourcing segment’s revenue will reach almost US$299 million this year, with a possibility of surging to US$382 million revenue in 2025.[12] Record numbers of enterprises are projected to make the switch to outsourcing – most likely nearshoring and/or offshore staffing. Companies now realize the value of leveraging a global staff, as well as diversifying its offices and workforce.

[9] https://www.cnbc.com/2021/01/19/job-opportunities-fast-growing-industries-in-southeast-asia-linkedin.html [10] https://customerthink.com/2021-customer-experience-trends-and-tactics/ [11] https://www.who.int/news/item/05-10-2020-covid-19-disrupting-mental-health-services-in-most-countries-who-survey [12] https://www.statista.com/outlook/15200/100/business-process-outsourcing/worldwide

Today, in order for companies to continue outsourcing their operations, the BPO sector needs to adapt to the times. They need to come up with effective trends and strategies to keep the industry attractive to organizations all over the world.

Here are some BPO trends that we can look forward to in the whole decade:

More enterprises relying on outsourced providers

In a time when competition’s tougher and technology is evolving, BPO firms also need to progress with the times. To achieve this growth, it’s safe to say that various BPO trends and strategies are likely to be developed and practiced.

BPO trends that we can look forward to in the next decade Outsourcing as a business strategy was formally identified in 1989.[13] The industry started without the technology that we have now, so we can only imagine how limited the sector was when it was just beginning.

In the 1990s, organizations outsourced support services and functions to save on costs. While this is still most businesses’ reason to outsource, they’ve figured out more justifications to pursue this business strategy.

It can be any (or all) of the following reasons: They’d like to leverage the educated and talented remote workforces; The skilled professionals they need for the company are not available in their area; They want their in-house team to focus on core responsibilities so they delegated the nonessential tasks.

They’re considering opening a headquarters in the outsourcing location but would like to start with a few employees first to test the waters.

They’re reconsidering their business strategies, and are thinking about expanding their workforce via remote teams.

[13] https://scm.ncsu.edu/scm-articles/article/a-brief-history-of-outsourcing

The COVID-19 pandemic caused massive layoffs, which resulted in less manpower to complete the same amount of work. And we all know how less people doing the same amount of work can affect the business and the quality of output that it produces, right? It will not do the business any good.

Companies are becoming increasingly comfortable with Zoom meetings, online interviews and onboarding processes, and virtual TGIF parties – making outsourcing an even more viable staffing option. The pandemic destroyed the old belief that team members need to be working together in the same office in order to collaborate effectively.

In the next decade, we’re seeing a great increase on the number of enterprises relying on outsourced providers to address their needs across the entire customer lifecycle. Companies will embrace the concept of outsourcing, and will ingrain the remote team culture into their organizations in the near future. They’ll realize that since the teams are all working from home anyway, the lack of in-person communication is now not an issue.

Further, we see businesses investing more time, money, and energy in digitization and making an impressive brand reputation online. Mature companies are likely to digitally transform their current operations to meet the demands of the digital economy and diversify their capabilities. These mature companies are then expected to delegate their content marketing and social media management teams to outsourcing destinations.

They’re going to need the help of third-party services providers to keep up with the tight competition.

Rise of Omni-Channel to Drive Consumer Centricity Retail is not dead – it just evolved over time. Today, customers expect everything to be available online.

Your locations, inventory, policies, and customer support need to be on the Internet, easily found in one click on the search bar. The lack of online visibility can cause your business tons of prospects and loyal customers.

With the upsurge of many types of websites and social media sites to set as customer support channels (Facebook, Twitter, LinkedIn, Instagram, Pinterest, TikTok… seriously, who can keep up?), it can be very confusing for organizations and clients alike to set certain guidelines and provide top-notch services. The overwhelming number of online channels can just create confusion and inconsistency, making matters more difficult than they have to be.

This decade, we’re seeing the rise of omnichannel solutions to drive consumer centricity and enhance user experience. Omni-channel is a cross-channel retail and content approach that provides an interconnected and fully-integrated customer experience, whether you’re shopping traditionally, through their website, or anywhere in between.

We’re seeing human agents working hand-in-hand with the latest technologies and artificial intelligence (AI), contributing to a more satisfying and modern retail experience. AI is not an enemy – it’s a great helper for human employees to provide the best service to their customers.

Employees' upskilling The positive impact of technology advancement on businesses –and even on people’s day to day lives – is impressive and truly advantageous. No one can deny that. However, here is a huge misconception that BPO employees are threatened by the continued rise of automation. While the idea of AI replacing human employees is far-fetch, outsourcing providers recognize that automation is still a threat to the industry in some ways.

The pandemic shifted a lot of tasks and services online, which adversely impacted the human employees of BPOs. Employee upskilling and retraining will be one of the efficient strategies that we see BPOs doing this year.If the sector wants to stand out in a competitive market (with or without AI), they need to hone and upskill the talents and expertise of their employees.

After all, outsourcing destinations’ efficient and highly-educated workforce is now their main selling point. These employees need to be continuously upskilled and retrained to keep up with the clients’ demands. Workers in destinations where “jobs are being taken away” from by offshoring and nearshoring are continuously working on enhancing their existing skills and adding more. BPOs will absolutely make sure that their talents will still stand out so they will not get left behind.

The resurgence of offshore outsourcing and nearshoring 2021 sees more roles being delegated to remote staff or outsourcing providers. Since the majority of office workers in 2020 had no choice but to work from home, companies now realize that remote work can be quite effective – all with the proper training and guidance.

Due to the proven efficiency of remote work – or the concept of working and collaborating with team members in another location – companies will then try to take it a step further. Why shouldn’t they dabble on other more affordable staffing options? Since everyone in the team is working from home already, why shouldn’t they make it easier for their teams and delegate some of their tedious and time-consuming tasks to an outsourced provider?

Offshore outsourcing, nearshoring, and even onshoring, were quite flourishing pre-pandemic. As a go-to business game plan for companies looking to expand their workforce, the remote staffing industry has always been a consistent and reliable plan of action.

Further, in the next few years, we’re seeing a strong resurgence of the outsourcing sector – especially offshore outsourcing and nearshoring. Organizations, emerging ones especially, are likely to outsource due to their limited experience and/or resources to manage increasing volumes of customer interactions.

These emerging sectors will seek to delegate a number of roles to BPOs in order to drive new customer demand, scale operations, optimize costs, protect their brand investment, and accelerate profitability.

Enterprises are also increasingly demanding that their providers of customer interaction solutions integrate data analysis and insight into their core service offerings, in order to drive continuous performance and superior outcomes.

Now, how should a business choose whether to hire an offshore or nearshore team? Here’s a short comparison of both options’ advantages to a company:

OFFSHORE OUTSOURCING

NEARSHORING

The most cost-effective staffing solutions

More affordable staffing solution, compared to in-house hiring

Getting the privilege to access a talented and professional offshore staff

Geographical proximity; More convenient site visits

BPOs tailor their offerings to perfectly suit your business’ and clients’ needs

More similar intellectual laws

Offshore outsourcing locations are generally situated in the “East.” Top offshore staffing destinations include the Philippines, India, China, Vietnam, and Malaysia.

Nearshore destinations are in relatively close proximity to their target markets (United States, Canada, and Europe). Emerging nearshore locations include Brazil, Costa Rica, Colombia, and Mexico.

Whether a company chooses offshore or nearshore, the whole sector is still bound to witness a resurgence in the coming years.

In 2020, the Philippines’ Labor Department reported that they have “received information that some big companies have already given notice for their requirements, one of which needs at least 4,000 seats to be filled up.”[14] On the other hand, there’s also a trend of companies returning their operations to their home countries.

Those that can’t really do this due to budget restraints opt to dabble in nearshoring. Nearshoring is also a “win” business decision for many organizations, as this strategy can help them save on labor costs and physical site visit expenses.

Stronger emphasis on data protection and security The WFH arrangement can raise a few concerns, especially when it comes to data protection and security. There’s a rising number of phishing, data theft, and password-related threats, as most operations were done online. These data security challenges exist even when BPOs are operating in their physical offices – where employees and online databases alike were protected by world-class equipment and tight security controls and guidelines.

Now, if employees are working from home, how can we ensure that confidential data is protected? How can we make sure that the information that clients provide will remain in good hands?

According to networking hardware company Cisco Systems’ report, named “Future of Secure Remote Work,”[15] 61 percent of global organizations they surveyed revealed that they experienced a jump of 25 percent or more in cyber threats since the beginning of COVID-19.

This is one of the main concerns that BPO companies worked extremely hard on last year. Clients’ information is vital, any misplaced data can cost them their business. It is also one of the leading factors that hinder companies from outsourcing their operations.

[14] https://www2.staffingindustry.com/row/Editorial/Daily-News/Philippines-Government-expects-resurgence-in-business-process-outsourcing-industry-54176 [15] https://www.cisco.com/c/dam/en/us/products/collateral/security/secure-remote-worker-solution/future-of-secure-remote-work-report.pdf

For starters, outsourcing providers executed the following to ensure data protection as their employees work from home: Utilized Virtual Private Networks (VPNs) to ensure security.

Provided informative employee training regarding data security issues.

Tightened online security and streamlined guidelines regarding data privacy and protection.

Used screen monitoring software to track employees’ activities.

Accelerating cloud adoption. Storing important information on the cloud can immensely reduce security risks.

As noted in the same report, 85 percent of the surveyed global organizations stated that cybersecurity is “extremely important or more important than it was before the pandemic.” This improved appreciation for tight cybersecurity is consistent among small, medium, and large businesses at 79 percent, 87 percent, and 88 percent, respectively. The report also stated that a concerning percentage of enterprises in the European and AMER regions were “not prepared” in transitioning to a remote workforce.

As the effects of the pandemic linger, the more it is necessary for BPOs to invest in data protection. There will be a stronger emphasis placed on data security and proper handling of confidential information. BPOs will have stricter data protection rules and regulations.

In addition, clients will be pickier about choosing an outsourcing provider, as they’re likely to research the BPO’s data security measures.

How can OP360 help your business?

OP360 is not your ordinary BPO company. We are a specialized outsourcing firm that provides efficient and tailored back office and customer service services for medium-sized to Fortune 500 businesses.

OP360 was founded in 2006, then grew its company size to thousands of employees in its offices across the globe through the years. Today, OP360 continues to help businesses run more smoothly, economically and efficiently, whatever that business may be. We work with our clients side by side to provide customized solutions to fit their needs.

Our long-established management team can help you harness the power of a global, remote workforce to contribute to your company’s growth and success.

Our teams of cost-effective, professional, and college-educated staff from around the globe deliver a range of accent-neutral services across a broad portfolio of businesses. From sales and marketing support to data research, contact center services, bookkeeping, and accounting, to web development – you name it, we can help you with it!

In addition, one of the main factors that makes us stand out from the tight competition is our accountability and our commitment to carefully craft the right set of outsourcing solutions. We listen to what the clients need, then utilize the talents and expertise of our core team to come up with a personalized outsourced staffing package. Catering to the clients’ needs is our number one priority.

Currently, OP360 has offices in North America (US), Latin America (Guatemala, El Salvador, San Marcos), and Asia (the Philippines and India). We’re looking forward to expanding to other top-notch outsourcing destinations in the near future.

Our Services We take our time to understand the specific needs and expectations of our clients to ensure that we’ll provide only the best services and suitable professionals. OP360 offers a wide range of outsourced and custom-tailored administrative, customer support, technology, and accounting functions – as we aim to fuel transformative growth and create long-lasting value for our clients.

Take a look at some of the services that we offer:[16]

CALL CENTER SERVICES By now, we already know the significance of how having a top-notch call center can affect your whole business.

Call centers provide inbound and outbound marketing services and strategies, which means that they will play a vital role in your lead-generation efforts and customer retention goals, among others.

OP360, with its diverse range of efficient global workforce, can provide your business with excellent call center services.

We can help you build a remote call center from the ground up if that’s what you’d prefer. However, we can also take care of everything for you, with minimal to no supervision. We always prioritize your choices.

It doesn’t matter whether you’re a small to medium-size enterprise (SME) or a major corporation, we can cater to your call center needs efficiently. As an all-around BPO services provider, we guarantee that we’ll only provide the most fitting candidates for your firm.

RESEARCH AND DATA AGGREGATION Dealing with an unprecedented amount of digital data can be quite overwhelming to anyone; especially since even these days, people continually underestimate the significance of documentation roles to a company’s dayto-day operations.

Little did they know that despite the advancement of technology, human employees are still necessary to precisely manage company data and perform market research.

Let OP360 remove this tedious role from your core team.

Allow our company to handle your firm’s research and data aggregation functions, so that your team can take these time-consuming duties off their to-do lists.

OP360 can offer the following inbound and outbound call center services: INBOUND MARKETING SERVICES

OUTBOUND MARKETING SERVICES

Call patching

Appointment setting

Customer service

Cold calling

Direct response for web site

Direct mail follow-up

Insurance claims

Lead generation

Live answering service

Lead qualification

Order fulfillment

Marketing research

Order taking

Prospecting

Reservation desk

Surveys

Seminar/event registration

Telemarketing

[16] https://www.op360.com/services/

In OP360, we can handle data entry to order processing and everything in between. We can take over the following responsibilities: Business reply card processing and reader response Data entry Document management enrollment form processing Membership renewals subscription fulfillment Mortgage loan applications Order form processing Questionnaire processing Rebate processing Survey tabulation and processing Transcription Services (under the medical, legal, and business sectors) Trip report forms

SALES & MARKETING SOLUTIONS According to Deloitte’s Connected Small Business 2017 Report[17], businesses with advanced levels of digital engagement are 50 percent more likely to grow more revenue, as compared to those with basic levels of digital engagement – as companies can learn a lot about their market from building an online presence too.

Further, the report revealed that digital companies are over 14 times “more likely to be innovating by offering new products or services.” Investing in your digital sales and marketing solutions will not only boost your brand name, it can also promote innovation and boost sales.

Investing in your digital sales and marketing solutions will not only boost your brand name but can also promote innovation and boost sales.

It may still depend on the sector that your business is in, but if your company is not digital, its months/years may be numbered, unfortunately. The digital revolution is changing – and challenging – the business world. Going online is truly the only way to go, and it is necessary to invest in your digital marketing efforts if you want your business to thrive in this digital, competitive, post-pandemic economy.

OP360 offers flexible data-driven sales and marketing solutions, helping clients achieve their sales targets while taking your customer acquisition to the next level. Of course, we won’t forget about your existing and loyal consumers. We can help create solutions to improve your company’s 3 C’s: customer experience, customer satisfaction, and customer retention. We’ll find the best ways to help your firm serve your clients while ensuring that you stand out from the rest of your competitors.

Let us help your business flourish. OP360 offers the following scalable and cost-effective sales and marketing solution services: Competitive research Competitive tracking Email marketing services Industry and New Market Research Lead generation campaigns Search Engine Optimization Support & Administrative Services for Field Sales Staff

[17] https://www2.deloitte.com/content/dam/Deloitte/au/Documents/Economics/deloitte-au-economics-connected-small-businesses-google-161017.pdf

BOOKKEEPING AND ACCOUNTING Bookkeeping and accounting software is all the rage these days.

After all, this type of software presents many valuable advantages, like automation of tasks, faster processes, and easier systems integration. However, we can’t really ensure the utter accuracy of these programs. Accounting and bookkeeping software may have the tendency to produce errors and inconsistencies.

This is why outsourcing your bookkeeping and accounting staff is the preferable option. Your company can leverage the skills of highly-educated remote bookkeepers and accountants to accurately handle your books and financial transactions.

Your purchases, sales, payments, receipts, and other types of transactions should be managed by highlyqualified experts in the field. Hiring human accountants and bookkeepers is the smarter option.

OP360 helps businesses of all sizes keep their financial records, business dealings, and books up-to-date and error-free. Our bookkeeping and accounting teams operate 24 hours a day, 7 days a week, 365 days a year to cater to companies across multiple industries and time zones. There’s absolutely no need to worry about “accounting emergencies,” as we offer continuous and consistent support.

If you want to enjoy precise accounting and bookkeeping services that are meticulously executed by our proficient remote team, reach out to us at OP360. Our service model allows us to work closely with your business systems, processes, reporting, and compliance.

We also offer the following services: Bank reconciliation Bookkeeping Budgeting Depreciation Financial statements and reports Inventory Cash flow Credit card reconciliation Job costing and profitability Payroll In addition, if you're really into the utilization of accounting software, we can also manage that for you! OP360 can set up and provide technical support for your software, like QuickBooks, Peachtree, NetSuite, and Quicken. See? We really tailor our services to fit your needs. We can always work with what you have and what you want.

APPLICATION AND WEB DEVELOPMENT Attract prospective clients and retain existing customers by offering the best e-commerce experience and digital marketing solutions.

In a time when everything’s online, your website serves as a representation of your whole company.

This is where customers make their first impressions, and these impressions determine whether your company is worth transacting with or not.

If you’re looking to begin – or improve – your application and web development efforts, let us help you level up. OP360 has access to a vast pool of fullycertified developers that can deliver exceptional results. Our outsourced teams can quickly adapt to our clients’ culture, as well as their offered products and services. So far, we have completed almost 200,000 support tickets and counting!

Further, our PI platform is top-notch. We design process quality and visibility into our entire document conversion services offering: Accountability Delivery Destruction ISSI check-in Pick-up Quality assurance

DATA, ANALYTICS & AI In order to stay competitive in a cutthroat market, your business needs to utilize data and AI to its advantage. Let OP360 show you how.

DOCUMENT PROCESSING AND QUALITY CONTROL Document processing has come a long way. Today, documents and information systems generate a remarkable amount of data from digital sources and physical documents.

Through a Process Intelligence Platform (IP), OP360 can help your organization ingest and analyze your data so you can enhance your customer experience efforts, as well as find better ways to perform your operations.

OP360’s PI platform can play a vital role in helping your business easily discover, understand, and manage business process execution more effectively.

In addition, we can help you streamline your services and upgrade your quality control measures.

Quality control (QC) is the process that ensures that the company’s produced products and offered services live up to the firm’s high quality standards. It is responsible for whether your market will find your offerings in excellent quality or not, which will then play a role in the company’s profitability and growth.

QC is a continuously evolving process, and we are more than willing to help you in this department.

OP360 audits over one million QA interactions and moderates almost seven million content pieces yearly.

We do not only efficiently manage your data – we are also knowledgeable in maximizing your raw data and turning them into valuable information that can help your business. This process is called data mining, and OP360’s team of offshore data scientists can perform this, especially for you.

In addition, we can develop predictive analyses to generate insights and maximize your customers’ business, mitigate risks, increase self-service channels’ retention, and minimize callbacks and complaints. We will use raw data and analytics to ensure that you’re giving your customers the best experience with you.

Advanced analytics is a tough sector that only very few companies have mastered. Here at OP360, we deploy a wide range of advanced customer analytics to your business, including: Fraud analytics Machine learning and similarity indexes Predict and prevent agent attrition Predictive modeling Profiling, segmentation, and contact strategies Propensity scoring Site selection scoreboards Our AI tools can also customize journey mapping and journey planning designs for your business, so you can start creating the best relationship strategy for each customer profile, as well as the development of personas. We can do this by utilizing the following resources: Chatbots and voxbots Document management automation and orchestration, OCR/ICR, NLP/NLU, and front- and back-office RPA Intelligent and virtual assistants Intelligent IVR

Industries we cater to As a multifaceted outsourcing services provider, we make sure to provide our excellent services to a diverse range of industries and clients. We aim to offer the expertise of our offshore and nearshore staff to an array of industries across the globe. We know that our team’s experience, talents, and efficiency can help your organization become the best version of itself.

OP360 delivers powerful data and AI solutions, software development expertise, call center services, research and data aggregation processes, and quality control measures to the following industries:

Automotive Banking & Financial Services Construction E-Commerce Energy & Public Sector Gig Economy Healthcare Services Higher Education Insurance Insurance Gig Economy Media and Communications Medical Publishing Real Estate Retail Technology Travel, Transportation & Tourism

What Makes OP360 Stand Out?

In the Philippines alone, one of the most sought after offshore staffing destinations, there are over 1,000 registered BPO companies[18]. How can a 15-year old outsourcing provider like OP360 stand out?

Here’s how we do it:

Our strong company culture

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

96% of OP360’s employees report job satisfaction. We take pride in our engaged staff, strong employee retention, and great company culture.

The company’s owners and management team have been clients of offshore and outsourced services for more than a decade. As first-hand clients, they truly understand the benefits of outsourcing and what clients need. It takes years of first-hand experience to develop a more unique understanding and improved empathy for every client’s needs and circumstances.

Our loyal and motivated staff are more than willing to help our clients with all their business concerns.

Further, we took our time to develop a company culture that encourages a motivated work environment and solid teamwork. We recognize the importance and positive impacts of a strong company culture in the employees’ performance. This is why we invest in our employees’ professional wellbeing, constantly re-training, upskilling, and making sure that we’re providing a conducive work environment for them – whether at an office or work from home setting. We also operate out of modern and premium facilities.

With a strong company culture and provided importance to our employees, we know that our team members will have camaraderie, teamwork, and mutual respect towards each other. A strong company culture is the best foundation for a growing organization like OP360.

For our workforce, we don’t only invest in company culture, we also hire employees with suitable educational backgrounds and relevant previous work experiences. Our team members have gained years of experience and expertise – they actually have an average tenure of six years of BPO experience!

In addition, we hire and attract the type of employees who are encouraged by a work structure that requires self-motivation and teamwork. Our recruitment process is second-to-none. We take training seriously, and we work hard to train our employees to become in-house “specialists” of the client they are servicing.

We develop their skills and support them in mastering the client’s brand, business, customers, products, services, and culture. We don’t just hire people just so we could provide clients with an employee. We make sure that we provide them with an employee that is perfectly suited to the role and to the team.

[18]https://psa.gov.ph/content/2013-annual-survey-philippine-business-and-industry-aspbi-business-process-management-bpm

To take care of our employees and ensure that they remain motivated, we offer premium salaries. Our competitive salary and benefits offerings can result in stronger staff retention and higher production for our clients. We also ensure that your team not only performs, but also operates as an extension of your existing teams, with shared values, training, and culture. In addition, we nurture the well-being of our employees through the following holistic developmental approach: We conduct routine mental health wellness programs and campaigns.

We provide regular learning and development opportunities.

We adhere to all relevant laws and regulations to honor the right of our employees to feel safe and secure in their work environment.

We do not tolerate any discrimination, inhumane treatment, or a threat thereof based on race, color, religion, sex, gender identity and expression, creed, nationality, age, disability, marital status, or any other status protected by applicable law or public policy.

As a flat organization, employees are more empowered. They operate with a greater degree of managerial independence and are expected to take on more responsibility. Additionally, we always encourage open communication and collaboration.

There’s always room for improvement.

Disaster Recovery Planning (DRP) We’ll never know when a disaster and business operations-stopping event is going to hit, but naturally, companies should be prepared. OP360 has created an elaborate disaster recovery plan – which is regularly updated – to guarantee that operations remain running and inconvenienced by any inevitable “disaster.”

This COVID-19 pandemic is a “disaster” case that needed advanced recovery planning. While this pandemic is something that companies never saw coming, OP360 is proactive enough to deal with its effects on the business before its repercussions really hit.

The firm embraces the WFH arrangement to continue serving the clients without risking the health and safety of their employees. We find ways to handle clients’ business without sacrificing the well-being of our employees. That’s OP360’s promise.

We take physical security and data protection seriously Our offices operate non-stop (24/7/365), so we invest a lot of time and resources into securing our physical sites, our employees, and our database. Here at OP360, we implement strict security guidelines. We guarantee our clients that the information that they provide will only be managed by the right hands.

For our physical sites, our facilities include the following: Biometric fingerprint reader system and Radio Frequency Identification (RFID). These systems ensure that access is restricted and files are kept classified.

CCTV monitoring across the whole office and 24/7/365 manned security guards at every entrance and exit.

Company badge requirement for all the staff.

Paperless environment and no storage devices (like CDs, DVDs, printers) allowed inside the production floor.

Of course, we secure our systems and servers by providing the following: Installed many levels of software and hardware firewalls to safeguard computer networks.

Used computer monitoring software and password for every computer user.

High-security data servers that are located at data centers in the United States.

Intruder detection system.

Online file transfer system with 256-bit encryption Periodic vulnerability and penetration testing If our clients have other concerns regarding how we protect their data, we are always willing to listen. We can work with them and find ways to cater to their data security needs.

Strong commitment to upholding our mission and vision Our mission is to continually raise the bar of worldclass customer experience by combining incredible people, innovative technology, and progressive thought leadership.

We know what it's like to be clients of a BPO company firsthand. We know the ups and downs, the frustrations, and the milestones. We aim to apply what we have learned in that experience to assure that our clients will get to enjoy a higher level of exceptional customer experience.

Further, our vision is to change how the world works by delivering superior outcomes that transcend geography. Whether you’re located in North America, Latin America, or Asia, we got you.

Remote work is the future. Allow us to assist you in getting the most out of a global, professional workforce. Leverage the skills and talents of offshore/nearshore remote teams starting now.

Corporate and employee testimonials Since our inception in 2006, we have received great numbers of positive feedback and testimonials from our corporate clients. Our professional and efficient employees were also at the receiving end of the wonderful comments from our clients throughout the years.

While more of these can be seen on our website, we’d like to share a few corporate testimonials from our 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, Senior Associate

“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, Finance Specialist

We are proud to have worked with various clients all over the world. As we enter a new decade, OP360 is looking forward to helping more clients thrive through our management team’s expertise and remote staff’s world-class skills.

Getting Started

How can you get started with remote staffing? Whether you’re eyeing to try or switch to onshore outsourcing, nearshoring, or offshoring, no worries – we can help you!

OP360 has world-class offices located in strategic locations spanning the globe: North America, Latin America, India, and the Philippines. We lean heavily on our entrepreneurial DNA by recognizing resourcefulness, speed, and innovative problem solving. With us, you can guarantee that we’ll find the best possible talent for your company across the globe.

GET IN TOUCH WITH OP360 Outsourcing is the business world’s present and future. Feel free to get in touch with us now! There’s no need to make a decision right away, but if you’re toying with the idea of hiring an offshore/nearshore remote staff, we are here to help.

You can request a 30-minute call with one of our business development specialists to get the best solutions for your business straight from the experts by visiting our website at https://www.op360.com/.

Additionally, here are other ways to connect: Feel free to send us your inquiries and suggestions by sending us an email at info@officepartners.com Book a meeting with us via https://www.op360.com/contact/ Call us at (844) 466-7360 toll-free.

Our corporate office is located in Ridgefield, Connecticut, USA. Thank you for downloading this ebook. Let’s work together so we can help you achieve your business goals. We’re looking forward to communicating with you!