Organizations need engaged outsourcers to successfully manage business transformation while optimizing value and leveraging the latest technologies.
% of outsourcers have no analytic tools
54% of multi-channels interactions have no data transferred from a channel to the next one
1 out of 3 outsourcers do not have regular assessment of skills
Outsourcing market is on a steady growth for the past few years, with only 5% growth in 2015 to reach USD 75 billion.
Buyers expect the industry players to provide more than just a remote platform, but a long-term partnership setting up a true collaboration in managing business transformation, innovating in technologies, and delivering comprehensive analytics on Big Data.
Kleptika supports you in facing the coming challenges of the outsourcing industry:
Deliver a consistent customer journey
Build agile models to speed-up time to market while controlling costs
Design the “bi-modal” approach to consolidate the infrastructure and build flexibility
Follow new generation of customers behavior by setting up the digital engagement
Plan the reshaping of analytics and introduce Big Data
Prepare cloud and new financial models such ” per consumption”
Develop intelligent and user-friendly self-service using natural language, voice biometric, robotization of processes
Identify, recruit and develop the right talents
Specialize in industry (ies) to offer competitive advantage in partnering with buyers
Re-locate operations to near-shore locations to increase quality within controlled costs
3 out of 4 outsourcers predict the overall volume of transactions will increase in te next 3 years, while voice ones will decrease
non-voice interactions will reach up to 87% in the next 3 years
% of outsourcers say IT will not be able to support the future operational needs in the coming years, and 40% consider it already does not support current needs.