Insights

Considering Customer Service Outsourcing?

12 January 2021

Business Process Outsourcing started as a diffident way to reduce costs. Whereby, low labor costs, along with technology advancements, shaped prospects to drive efficiencies in large organizations while tapping into a new talent pool of human resources.

Nonetheless, today there is a completely different story! The global BPO industry is worth practically more than $100 billion and is mounting at an 8% per year; besides it is foreseen that by 2025, to be worth more than $130 billion, according to Deloitte Market Research. Yet, the industry has altered a lot since its inception. Off the most obvious shifts are basically technological: A transition has occurred from mainly phone-based approach to an omnichannel experience including: email, chat, social media and telephony.  Adding also, the geographic location changes. Due to the educated workforces and technology capabilities, states like: Republic of Kosovo, Ireland and Romania have stepped up and managed to become top-tier outsourcing destinations, along with a variety of onshore and nearshore locations.

A significant aspect underlies on the influence that a privately held corporation can reflect on the national socio-development perspectives. For example; at SPEEEX L.L.C the organizational culture tends to provide its clients with an augmented value such as; crafting the informal and formal educational trainings, advocating at the national state structures for a unified BPO curriculum and also shaping the modern aged BPO & Customer Service career profession among the state youngsters.

What’s more, a highly qualified BPO partner will nourish its clients with additional prospects such as; RPA, AI, cloud solution etc. That is why, SPEEEX, has segmented its corporate divisions in; The educational part that pre-dominates the preparation of the young-workforce and continuous talent pool acquisition for the BPO sector; The innovation segment, that includes the CX Lab which is an R&D investment and brings together youngsters, researchers and promotes a collaboration in tech field; The advisory services of SPEEEX CX Consulting crave out the competitive edge using designing thinking approaches; And conclusively the Customer Experience Solutions that provide customer care and support services. Likewise, this has enabled SPEEEX to provide its partners with a reduced HR risk, that has a fluctuation management coverage multilingual control.  These operational structures are based on the highest industry standards and methodologies including: ISO 9001:2015, ISO 27001:2013, ISO 20000-1:2018, ISO 22301:2012 and Lean Six Sigma.

Importantly, as organizations move on the way to a digital future, electing
the right BPO partner can accelerate a future proof approach.

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