Outsourcing Hits The Mainstream

Filed in archive Outsourcing News on March 19, 2005

According to a recent study by Datamonitor, outsourcing is currently experiencing a period of "super growth" that is pushing it into the mainstream.

The study stated that the United States, the leading outsourcer, and the United Kingdom are now increasing outsourcing operations. Moreover, countries like India and the Philippines would likely benefit from this.

India and the Philippines will see substantial growth in call centers operations with a projected 250,000 call center jobs by 2009. India is still the top destination for call center operations, followed by the Philippines as its own market gains strength.

The report also said that the increasing diversity of industries in the outsourcing arena would weaken the market share of early outsourcers like financial services and communications.

Notably, Ryan Powell, author of the Datamonitor study, added that outsourcing vendors are now competing to run entire customer processes for their clients, and not just voice-based call center operations.

He said, "The fact that they are able to win this kind of work is testament to the efforts that have been placed on assuring quality control and improving call resolution rates in order to improve customer satisfaction over the past year or so."