MANILA, PHILIPPINES – Global research firm Everest Group and outsourcing firm Emapta have released a study that dived into the current and future state of outsourcing. Here, it’s found that:
The Positives
- 94% of business leaders say outsourcing plays a significant role in workforce transformation.
- 60% use outsourced talent to support three or more business functions.
- Most of the 125 respondents expect their outsourcing footprint to expand in the next 12–18 months.
- AI is increasing the business value of outsourcing, with 44% leveraging it to access the providers’ AI services and talent.
The Downsides
- 50% cite inconsistent talent quality as a top challenge.
- 43% struggle to manage multiple providers.
- 39% have difficulty with cross-time-zone coordination.
- More than 1/3 have difficulty aligning disparate processes across functions or geographies.
What This Means for the Industry
The study shows us that outsourcing is evolving, which is why clients use it as part of their business strategy to gain a competitive advantage. The industry’s adoption of AI only helps increase its value, enabling clients to scale their operations further.
And if the industry can address the downsides of legacy BPO models, it can “expand outsourcing’s strategic relevance.”
Enterprises are adopting new engagement models to address these inefficiencies, and to gain greater control, scalability, transparency, and cultural alignment, unlocking the next wave of value from outsourcing.
— Chhandak Biswas, VP of Everest Group
