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Home » Glossary » Nearshore Outsourcing


NEARSHORE OUTSOURCING

Derek Gallimore

Last updated: February 26, 2024 5 min read
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DEFINITION


NEARSHORE OUTSOURCING DEFINITION

Nearshore outsourcing is a smart way of hiring people from a third-party source
of skilled workers for a short or long-term project. The contracted workers are
from nations near the hiring company.

This is in contrast to offshore outsourcing, where the employees are typically
from nations further away. Typically, outsourcing hubs like India, China, and
the Philippines are utilized.

Companies could save a lot from connecting with an outsourcing partner than
hiring an in-house team, especially for their business processes. Most employers
would typically hire workers from overseas, where rates could be lower.

However, time is a huge concern. The need to hire a workforce with similar
cultures and languages has birthed nearshore outsourcing.

Some firms get a nearshore outsourcing company as a partner because skilled
workers are abundant for that job in the neighboring country. Benefits of
nearshore outsourcing include cost savings while compensating for the shortage
of in-house staff.

In turn, this process helps improve the efficiency of a company. The spoken
language will be similar even if workers come from a different country.

It is also ideal for a company to outsource back-office tasks for lower wages
while in-house staff focuses on the more critical roles and functions in the
company.

 

Philippines and nearshore outsourcing


NEARSHORE CALL CENTER

Companies that require close collaboration with their employees in the same
country and do not outsource a significant volume of tasks usually struggle to
justify utilizing the offshore market.

That is why the nearshore outsourcing industry is gaining momentum.

Fueled by a growing need for geo-redundancy, countries in Central and South
America are quickly becoming the go-to destination for seeking a quality BPO
partner.

A nearshore outsourcing company and call center can offer many important
benefits, such as:

 * Proximity
 * Similar time zones
 * Quality control
 * Larger talent pool
 * Exceptional English, Spanish, and Portuguese workforce
 * Superior cultural alignment with the US and Canada

Additionally, through massive private and government investment in training,
facilities, and infrastructure, many major companies are choosing to open their
facilities to nearshore outsourcing companies.


WHY DO COMPANIES GO FOR NEARSHORE OUTSOURCING? 

There are many reasons why so many companies are turning to nearshoring as an
alternative to traditional business process outsourcing.

Here are some of the nearshore outsourcing advantages:


COST SAVINGS

The main reason why many companies choose to outsource work to a nearshore
company is that they want to save money by paying lower wages.

Nearshore outsourcing allows you to maintain high levels of quality while
cutting costs significantly.


INCREASED FLEXIBILITY

With offshore outsourcing, you have less control over your project because it is
no longer within your borders.

With nearshore outsourcing, however, you still have full control over the
process and can make changes whenever necessary.


AVAILABILITY OF SKILLED RESOURCES

A huge pool of skilled resources is available in nearby countries who can easily
be hired for nearshore outsourcing services.

These resources have experience in different domains and are well-versed with
the latest technologies (such as for outsourcing software development).


LANGUAGE BARRIER

Businesses engaged in international trade often face language barriers and
cultural differences when working with clients or partners overseas.

However, this is not the case with nearshore outsourcing because most companies
use English as their corporate language, making it easy for both parties to
communicate effectively.


FASTER TIME TO MARKET

Nearshore providers are also closer to your target market so that they can
deliver products faster than those located further away from your customers.

This means that you get them into the hands of potential buyers sooner than if
they were produced at a distant location.


NEARSHORE VS. OFFSHORE OUTSOURCING VS. ONSHORE OUTSOURCING

Nearshore and offshore outsourcing both refer to sending work overseas.

Nearshore refers to outsourcing work to another country within your region —
typically one close by and offering lower labor costs than the United States or
Europe.

The nearshore outsourcing model takes place within a few miles of the client’s
office. It is often used by companies that have smaller budgets or need more
specialized services.

Offshore outsourcing refers to sending work outside of your region — typically
to India or China because of their lower labor rates.

Offshore outsourcing is often used by larger companies with budgets large enough
to justify the higher expense of overseas labor. These firms want access to
highly skilled professionals who aren’t available locally.

Onshore outsourcing, however, is a closer term but still distinct. As the name
implies, onshore outsourcing refers to working with suppliers in your own
country (the US, for example).

Nearshore outsourcing and onshore outsourcing are frequently (and mistakenly)
used interchangeably.


NEARSHORE OUTSOURCING SERVICES 

There are many services that companies can get through nearshore outsourcing.
Here are a few common examples:

Here are a few common examples:


SALES AND MARKETING FUNCTIONS

Sales and marketing teams need to interact with customers on a daily basis,
which means they’ll need to be located near those customers through nearshore
outsourcing.

This isn’t always possible when dealing with distant clients and prospects.


FIRST-PARTY SUPPORT

First-party support refers to the assistance provided by a company during its
own sales process.

It’s unlikely that these companies would hire an offshore firm to provide this
type of service. They could lose credibility with their customers if they did
so.

Therefore, nearshore outsourcing is better.


SOFTWARE DEVELOPMENT

Companies that choose nearshore software development outsourcing for their
software development to locations in other countries get the expertise and
talent of developers at a much lower price. This is in comparison to what they
would pay if they hired software developers in their own country.


HUMAN RESOURCES

The main reason why companies choose nearshore outsourcing is because of their
proximity to the client’s office. They can easily communicate with each other
and respond to any requests quickly.

This gives them an edge over offshore outsourcing, which takes longer due to
many factors, such as time zone differences and cultural differences.


ACCOUNTING AND PAYROLL

In the case of accounting and payroll services, nearshore outsourcing has been
extremely popular. It helps businesses reduce costs while still maintaining
control over their data.


NEARSHORE OUTSOURCING COMPANIES

Outsource Accelerator has listed the leading BPO providers in leading and rising
nearshore destinations. See the complete list here:

 * Top Nearshore BPO Companies
 * Top 40 BPO Companies in the Philippines 
 * Top 30 BPO Companies in India
 * Top 40 South African BPO companies
 * Top 30 BPO Companies in Canada
 * Top 30 BPO companies in the USA
 * Top 20 BPO Companies in Puerto Rico
 * Top 40 BPO Companies in London
 * Top 25 BPO Companies in El Salvador
 * Top 30 BPO Companies in Jamaica
 * Top 30 BPO Companies in Brazil
 * Top 30 BPO Companies in Poland
 * Top 40 BPO Companies in Europe
 * Top 30 BPO companies in Costa Rica 
 * Top 25 BPO companies in Malaysia
 * Top 20 BPO companies in Uruguay
 * Top 25 BPO Companies in Spain
 * Top 30 BPO companies in France
 * Top 15 BPO Companies in Albania
 * Top 20 BPO Companies in Ghana
 * Top 20 BPO Companies in Indonesia
 * Top 40 nearshore BPO companies
 * Top 20 BPO companies in Chicago
 * Top 20 BPO companies in Mexico
 * Top 20 BPO Companies in East Asia
 * Top 20 BPO companies worldwide
 * Top 20 BPO Companies in the UK
 * Top 25 BPO Companies in Romania
 * Top 20 BPO Companies in Colombia
 * Top 30 BPO Companies in Honduras
 * Top 20 BPO companies in Fiji
 * Top 30 BPO companies in Germany
 * Top 20 BPO companies in Washington
 * Top 20 BPO Companies in Australia
 * Top 20 BPO companies in Los Angeles
 * Top 20 BPO Companies in New York
 * Top 20 BPO companies in Guatemala
 * Top 25 BPO companies in Pakistan
 * Top 20 BPO companies in Vietnam
 * Top 20 BPO companies in Sri Lanka
 * Top 20 BPO companies in North Macedonia

OUTSOURCING FAQ


OFFSHORE OUTSOURCING DEFINITION

What is offshore outsourcing?

Offshore outsourcing refers to the practice of transferring some functions of
your business to a company in a different geographic location, parti...
Show more


OFFSHORE OUTSOURCING DEFINITION

What is offshore outsourcing?

Offshore outsourcing refers to the practice of transferring some functions of
your business to a company in a different geographic location, particularly
offshore destinations like the Philippines, India, and Malaysia.

Organizations usually use this strategy to access a wider talent pool at a low
overhead cost without sacrificing the quality of work done.

Offshore outsourcing helps strengthen a business's performance and compete with
other organizations in the industry.

To do this, companies partner with established and trusted outsourcing service
providers to ensure high work quality and accountability.

Partnering with a trusted BPO provider assures organizations the following:

Employees who underwent a thorough interview process to ensure suitability for
the needed role Workers going through proper onboarding, training, and
upskilling sessions Satisfied employees, since they will be provided with
high-quality equipment and a Class A physical office Accountable and manageable
upper management Clear targets and KPIs for the offshore team Efficient
processes and standard operating procedures Legalities and other documentation
to be well taken care of, among others

Further, offshore employees can help manage essential business operation tasks,
which means you and your in-house employees have more time to focus on your own
responsibilities.

This boosts focus, productivity, and employee fulfillment — all while the
company saves up to 70% on labor costs!

This article aims to provide a comprehensive understanding of what offshore
outsourcing means and provide examples of its many benefits.

We will also discuss the history of offshore outsourcing, learn why businesses
resort to offshore staffing, discover its pros and cons, as well as learn the
types of offshore staffing.



Offshore outsourcing definition

Offshore outsourcing, also referred to as business process outsourcing (BPO), 
is the process of having work done for your business using qualified staffing
solutions from countries with lower labor costs.

Commonly, IT, sales, and administrative roles are carried out for businesses
across the world from countries such as the Philippines and India.

Companies can benefit from accessing other countries that have more resources
for people with specialized skills. At the same time, they get quality work at a
fraction of the costs.

Like nearshore outsourcing, companies prefer having minor tasks outsourced to a
service provider so that the in-house team can focus on the core business
functions.

One perk of offshore outsourcing for businesses is that they do not need to
think about the overhead expenses when they hire domestically.

Overall, the company could benefit from lower human resources costs, equal or
higher-quality outputs, and higher profits.

About offshore outsourcing Offshoring history Benefits of offshore staffing Why
do businesses resort to offshore outsourcing? Offshore outsourcing examples What
services you can outsource Pros and cons of offshoring Pros of offshore
outsourcing Cons of offshore outsourcing Offshore outsourcing in the Philippines
Types of offshore outsourcing  Offshoring history

Deploying manufacturing jobs out of the country has been a common business
method since the 1960s.

This well-known business strategy started with outsourcing. Outsourcing is when
an organization farms out parts of its business processes to an external
company.

While it may seem like a current phenomenon to many, the truth is it has been
going on since the 1950s.

However, it wasn't until the 1980s that corporations perceived it as an
effective business strategy. It was also in that year when companies mainly
outsourced to allow them to have a greater focus on their core competencies.

Then in the 1990s up to the early 2000s, organizations started to concentrate
more on the cost-saving measures of outsourcing.

Now, this is the time when strategic outsourcing has emerged, and the goal is to
gain a competitive advantage in the industry.

Fast forward through time, given today's technological advancements, it is
easier for companies to delegate both their core and non-core functions to the
external workforce in different countries.

Offshoring revolutionizes organizations and how they perform their daily
operations. It transforms business landscapes into agile structures that boost
its overall profitability.

Benefits of offshore outsourcing

The world is becoming increasingly globalized. Technology, software, and
communications improvements now enable easy access to a globalized workforce.

This has many advantages, but the primary benefits of offshore staffing are:

Cost savings

One of the leading reasons for offshore outsourcing is the potential to reduce
labor costs. Companies can take advantage of lower wage rates in other
countries, which can significantly impact the overall cost of production or
service delivery.

Also, some countries may have lower infrastructure and operational costs,
contributing to overall cost savings (typically 60%-80%).

Access to global talent

Offshore outsourcing allows businesses to tap into a global talent pool.

Companies can access specialized skills and expertise that may not be readily
available in their home country, leading to improved product or service quality.

Focus on core competencies

Outsourcing non-core functions enables companies to concentrate on their core
competencies. This strategic focus can enhance efficiency and productivity, as
resources are directed toward areas that contribute most to the organization's
success.

Time zone advantage

Offshore outsourcing can provide a time-zone advantage. Companies can create a
24/7 working environment by leveraging the time differences between their home
country and the offshore location.

This can result in faster project turnaround times and increased productivity.

Flexibility and scalability

Outsourcing allows businesses to be more flexible and scalable. They can easily
scale up or down their operations based on business demands without the
challenges of hiring or laying off in-house staff.

Risk mitigation

Offshore outsourcing can help spread business risks. Diversifying operations
across different geographical locations can reduce the impact of local economic
or political fluctuations on the overall business.

Innovation and technology

Access to global talent often brings in diverse perspectives and innovative
ideas.

Outsourcing to locations with advanced technological capabilities can also
result in the adoption of the latest technologies and methodologies.

Faster time-to-market

Offshore outsourcing can accelerate time-to-market for products and services.
With a global team working on different aspects of a project simultaneously,
companies can bring their offerings to market more quickly.

The benefits of offshore staffing impact small, medium, and large enterprises
across the globe. Businesses can access more affordable resources to help
streamline and grow their business.  This is a win-win for all parties involved.

Despite these benefits, it's crucial for businesses to carefully evaluate the
risks and challenges associated with offshore outsourcing, such as cultural
differences, communication barriers, and potential quality issues.

A well-planned outsourcing strategy that aligns with the business goals and
values is essential for success.



Why do businesses resort to offshore outsourcing?

Companies do not just switch to offshore outsourcing due to its
cost-effectiveness.

Rather, more and more companies these days are acknowledging the other relevant
advantages of offshore outsourcing to the market:

To save up to 70% on labor costs

Businesses always have to look for ways they can obtain a stable stream of
revenue while sustaining their daily operations.

However, because of the economic fluctuations and its unpredictability, other
companies couldn't afford the costs of local operations. This is where offshore
outsourcing can come in handy.

To stand out in a sea of tight competitors

Another reason for offshoring is to stay competitive, especially with the global
economy.

Like for example, with customer service, businesses are able to boost their
efficiency and daily operational procedures with this strategic practice.

To keep up with the latest business trends

Entrepreneurs in this day and age know well enough that innovation is one key
factor in their overall success. Thus, it is more achievable with offshoring.

To leverage professional and highly competent offshore staff

Other companies also resort to offshoring as a result of the lack of qualified
local workers to do specific tasks. Countries like Australia experience skill
shortages in the automotive industry.

It was the same as with the United States when Apple had to transfer its
manufacturing to China due to the lack of a local labor force.

Offshore outsourcing examples

Businesses of all sizes rely on offshore outsourcing to delegate tasks to
lower-cost countries but of equal expertise.

Just like nearshore outsourcing, companies prefer offshoring several roles so
that the in-house team can focus on the vital functions of the business.

Here are some of the most popular offshore outsourcing examples:

Customer service departments through offshored call centers

One popular example of offshore outsourcing is customer service through call
center companies. Every company needs a customer service department to cater to
customers' needs, but these operations can get very pricey.

As a business grows, more people are needed to handle queries and maintain
customer satisfaction. Having an in-house customer service team may not be the
best decision.

From coming up with standard operation procedures to staff and management
training, running a customer service department alone can take so much time and
effort, not to mention resources.

This is why offshore outsourcing of customer service roles and departments has
become the norm

Virtual assistants

Almost anything can be done online:

Need to book personal appointments or work meetings? It can be done online. Need
to delegate social media posting and graphic design activities? Do it virtually.
Need to develop codes for your website and/or mobile app? Outsource it online.

Almost everything can be done online, so business owners and companies offshore
outsource tasks to general Virtual Assistants (VAs).

Offshore outsourcing tasks to general VAs has been a major game-changer,
especially for small businesses. This is because outsourced staff ensure quality
work while saving a lot of resources.



What services can you offshore?

Aside from manufacturing, organizations these days are able to farm out both
their core and non-core functions to offshore providers.

One example of this is foreign companies that have been offshoring their call
center in the Philippines. We all know that the country is known as the Business
Process Outsourcing (BPO) capital of the globe and is well known for call center
services.

However, aside from customer service and support, Information technology (IT),
related job functions are also some of the leading offshored services.

In fact, according to statistics, the global IT outsourcing market is expected
to be worth $98 billion from 2020 to 2024.

A lot of foreign companies have also tapped into offshoring their human
resources tasks such as sourcing, hiring process, and more. More so, finance and
accounting-related tasks like bookkeeping, tax filing, procurement processes,
etc.

In terms of sales and marketing, offshore outsourcing companies like Six Eleven
BPO offer global strategic solutions for different types of industry sectors.

Some of their services may include lead generation campaigns, industry and
market research, and search engine optimization, among others.

Basically, companies can offshore nearly every part of their daily business
functions to offshoring providers from around the world. This has been made even
possible with the help of our modern-day technology and the availability of the
internet.

Pros and cons of offshoring

Naturally, offshoring will always have its mix of advantages and disadvantages.
Having said that, let's see whether the benefits of offshoring outweigh its
downsides:

Offshoring pros Reduced labor costs

One good example of this is US companies that offshore to developing countries
like the Philippines.

This allows them to reduce their overhead costs as Filipino workers have low
compensation as compared to those hiring local in-house employees.

Availability of a skilled workforce

As we have mentioned earlier, one of the reasons why organizations offshore is
the lack of skilled labor. Offshoring to countries like the Philippines and
India grants international companies access to a skilled talent pool.

Both these countries have seasoned global talents who are English proficient and
college degree holders.

24/7 operations

Foreign companies that offshore to another country with major time differences
allow them to have their daily operations overextended hours.

Like in most cases customer services, these foreign companies are able to extend
their contact center services even up to twenty-four hours.



Increased focus on the business core

As businesses free up more on their job loads, this gives more time for leaders
and in-house staff to focus on improving their core functions.

You can rely on a trusted outsourcing partner like HireSmart Staff to build a
highly-skilled team to perform other tasks needed in your company.

It is also important to note that organizations that offshore are not just on
the receiving end of this practice's perks. In the Philippines, the BPO industry
plays a huge role in terms of its economic growth.

The country's BPO industry employs a lot of the working population in the
Philippines.

Offshoring cons Language barriers

This is perhaps one of the major drawbacks of offshoring. Usually, in countries
like India and China, the English language isn't the locals' first language.

Another factor is when the offshoring provider comes from a region with a strong
local accent.

Cultural differences

When offshoring to different countries, cultural and social differences are
unavoidable.

For example, US business leaders may talk in a straightforward and candid
manner, while a Filipino remote staff may be more reserved.

Quality control

Another concern for foreign companies is that offshoring also means that they
will be giving up control over their offshored tasks.

Even if these clients provide quality guidelines, there will still be
differences in terms of the working culture and environment.

Despite these cons, businesses still consider offshoring as a good business
model for organizations of all shapes and sizes. Going back to offshoring to the
Philippines, the country has ranked second among Asian countries with the
highest English-speaking population.

More so, the country is also heavily influenced by Western culture as it has
been colonized by the US and Spain for years.



Offshore outsourcing in the Philippines

The Philippines is the leading offshore outsourcing destination in the world.

With 1.3 million BPO workers and counting, large corporations and even small to
medium-sized enterprises all over the world trust that their Filipino workers
and remote teams can provide excellent outputs, customer service, or IT
assistance at a cost-effective price.

Outsource Accelerator provides you with the best customer service outsourcing
companies in the Philippines, where you can save up to 70% on staffing costs.

We have over 5,000 articles, 350+ podcast episodes, and a comprehensive
directory with 2500+ BPOs, all designed to make it easier for clients to learn
about and engage with outsourcing.

Types of offshore outsourcing

Here are some types of offshore outsourcing, as listed by Rezaid:

There are many popular approaches and solutions that are used by businesses
today – each with its own benefits and drawbacks. The right offshore outsourcing
type will depend on your specific requirements as well as the nature of your
project.

Here are four different types of offshore outsourcing:

Production offshoring

The actual movement of the physical manufacturing process overseas, generally at
a significantly cheaper cost in terms of personnel and materials, is known as
production offshoring.

Front-office and back-office processes and functions are the two primary types
of offshored processes and functions. Customer service, inbound and outbound
telemarketing, virtual assistants, and technical assistance are all examples of
offshore.

HR and recruiting, accounting and bookkeeping, mobile and web development, and
design and graphics are other examples of production offshoring.

System services offshoring

Information technology (IT) will be a key subject to get right given the
multiplicity of procedures and minute-by-minute activities of any corporate
operation.

In the 1990s, a huge amount of communication infrastructure allowed nations like
India, which has a big pool of English speakers and a technically skilled
workforce, to lead the sector by luring companies like HP, IBM, Microsoft,
Oracle Corporation, Intel, and Cisco.

Innovation and software offshoring

Asian countries lead the world in computer science and software development
services. High-tech product companies, including those in Silicon Valley, have
begun to offshore innovation work to Colombia, Belarus, South Africa, Mexico,
and Ukraine.

Using these countries' highly trained labor pools results in considerable cost
savings and faster production cycles.

Reshoring

Reshoring, also known as back shoring or inshoring, is the opposite of
offshoring. Companies like Google, Facebook, and Amazon have been criticized in
Europe for allegedly concealing income and avoiding taxes.

They reportedly did this by booking non-US earnings from major advertisers
through its Dublin branch in low-tax havens like the Republic of Ireland.

As a result, in January 2018, it started to book those earnings and pay taxes on
those profits in the countries where they were generated.

Want to learn more about outsourcing? Check out the Inside Outsourcing book as
well as the Inside Outsourcing book review today!

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WHAT IS AN OUTSOURCING COMPANY?

What is an outsourcing company?

An outsourcing company handles various supporting processes of contracting
companies. These supporting processes are activities that are not central to the
company's b...
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WHAT IS AN OUTSOURCING COMPANY?

What is an outsourcing company?

An outsourcing company handles various supporting processes of contracting
companies. These supporting processes are activities that are not central to the
company's business but cannot be done away with. Examples include payroll,
customer service, accounting, IT, etc.

A great outsourcing company is someone that has proven expertise in the process
to be outsourced, that has access to resources and technology not otherwise
available to the contracting company. For a contracting company to fully
leverage the advantage of outsourcing, it is preferable that the outsourcing
company will have it's own key performance indicators to help drive innovation
and growth for the contracting company.



Outsourcing companies in the Philippines

Outsourcing evolved a lot during the past decade, it is no longer all about
customer service outsourcing. Nowadays, it is very common to outsource other
functions such as finance & accounting, lead generation, software development or
digital marketing. Outsourcing is also applicable to any industry and any
business size, as long as the job can be done in front of a computer, then it
can be outsourced.

Outsource Accelerator's directory lists over 700+ outsourcing companies in the
Philippines. All of these are carefully selected for innovation, expertise, and
technology that will benefit our clients. We also provide you with guidance on
how to maximize the potential that such expertise gives you in growing your
business.

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WHAT IS KNOWLEDGE PROCESS OUTSOURCING (KPO)?

What is knowledge process outsourcing?

Knowledge process outsourcing (KPO) refers to the process of outsourcing experts
and services in a particul...
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WHAT IS KNOWLEDGE PROCESS OUTSOURCING (KPO)?

What is knowledge process outsourcing?

Knowledge process outsourcing (KPO) refers to the process of outsourcing experts
and services in a particular field to fill positions that usually require highly
specialized skills.

The scope of KPO includes accounting, banking and finance, insurance market
services, preparation of accounts, healthcare services, computer-aided
simulation, animation, design, content creation, engineering design and
development, and other functional processes.



The difference between KPO and BPO

Business process outsourcing (BPO) deals more with delegating non-core business
operations to other countries.

BPO services are comprised of both front- and back-office functions necessary to
keep companies running efficiently.

Knowledge process outsourcing (KPO), meanwhile, involves hiring offshore teams
that can handle more highly specialized work. It is used to provide more
in-depth expertise and analysis to its clients. Some of the common KPO services
include market research and data analytics.

The only distinguishing difference between KPO and BPO is in the services they
cover. However, both types of outsourced services provide high-quality teams and
performance at an affordable rate.

Benefits of KPO

Businesses use KPO to hire teams for specialized fields not found in-house. At
times, most knowledge-based processes are expensive to set up onshore with the
logistics they require.

Small businesses would find this impractical should they want to grow their
services.

Knowledge process outsourcing can provide cost-cutting measures, savings, and
effective processes. Through KPO, businesses are given the luxury to launch a
product and service faster.

More so, KPO helps companies get the following benefits.

Tap more markets. By outsourcing their knowledge processes, organizations can
tap into and learn about new markets more easily. Gain more actionable insights.
Delegating complex processes offshore helps in gaining more insights on how they
can make their products and services better. Focus on improving business
strategy. Core teams can focus more on improving their business strategies since
more complex tasks are outsourced to experts offshore. KPO services

KPOs help companies in knowledge-based activities that are data-driven and
encompass the method of gathering, managing, analyzing, and delivering objective
insights into businesses.

A wide range of KPO solutions is crucial to meet the requirements of diverse
industry segments, such as:

Financial consulting Research and development Management consulting Technical
analysis Investments Legal Medical & healthcare Data analytics and management



Knowledge process outsourcing in the Philippines

Managing knowledge process outsourcing in the Philippines requires a
comprehensive approach. The Philippines has emerged as a key player in the
global outsourcing market, particularly in the KPO sector.

Companies operating in the Philippines' KPO industry should prioritize robust
performance management practices to optimize productivity and client
satisfaction.

Additionally, global reporting plays a crucial role in providing transparency
and insights into KPO operations.

The integration of advanced reporting tools allows for real-time monitoring and
analysis, enabling clients worldwide to make informed decisions based on
up-to-date information.

KPO service providers address the shortage of skilled laborers and provide an
increase of specialized knowledge and expertise within the KPO firm, as well as
advanced analytical and technical skills aiming for the implementation of active
processes.

This then translates to higher-end service at a lower cost and benefits company
revenue.

Outsource Accelerator is the most trusted source for independent information &
advisory for business process outsourcing (BPO).

We have over 5,000 articles, 4,000+ podcast episodes, and a comprehensive
directory with 3,000 BPOs…  all designed to make it easier for clients to learn
about and engage with knowledge process outsourcing.

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WHAT IS WHAT IS BUSINESS PROCESS OUTSOURCING??

Business Process Outsourcing (BPO) is the delegation of business processes to an
external service provider to a nearby or farther location. BPO uses various
technology-enabled services to optimize the delivery of servic...
Show more


WHAT IS WHAT IS BUSINESS PROCESS OUTSOURCING??

Business Process Outsourcing (BPO) is the delegation of business processes to an
external service provider to a nearby or farther location. BPO uses various
technology-enabled services to optimize the delivery of services.

Some of the usual outsourced business functions are the following:

Payroll Accounting Human resources Customer service Sales Marketing

In the case of content providers, these could mean hiring writers, remote
editors, or virtual assistants.

BPO speeds up processes and enhances efficiency. Companies that outsource some
of their business processes use their time on core services and competencies.

With this shift in focus, companies improve their current processes, which may
result in improved customer satisfaction. BPO helps companies divert their
resources to more critical business strategies.

Often, companies find it impractical to hire a full-time position in-house
because of the cost associated with doing so. Outsourcing services can also help
them save costs and resources in hiring suitable employees.

The definition of business process outsourcing (BPO)

In business process outsourcing, a company delegates its services to a service
provider. It can be a local firm, nearshore, or offshore company.

Upon reaching an agreement, the service provider will then set up a team for
their client. They will shoulder the costs and resources needed, including:

Office space Workplaces Connection Cloud storage IT infrastructure

The providers are responsible for tracking the staff's performance and progress.
Meanwhile, the clients are responsible for providing the tasks, processes, and
KPIs needed for their operation.

In some instances, they are also allowed to incorporate their culture and values
into their team and absorb them as a part of their company.



What are the benefits of business process outsourcing (BPO)?

There are many benefits to outsourcing, as well as some downsides and risks.

Outsourcing powerhouses like the Philippines and India produce high-quality
talent at a lower rate due to their low operational costs and full government
support.

Since outsourcing companies hire and produce experts in the field, clients can
ensure better results in their operations – whether in customer service,
accounting, or marketing. Their staff are trained to ensure that their clients
achieve the outcome they expect.

Companies are able to scale their staff depending on the demand and availability
of their tasks. This also helps them improve their operations by letting their
service providers contribute to streamlining their processes.

Outsourcing poses more growth opportunities for businesses of all shapes and
sizes. While there are still drawbacks to this practice, it is safe to say that
its advantages outweigh its risks.

To explain it further, below we have outlined the top benefits of outsourcing
business processes:

Cost savings

Companies can enjoy savings of up to 70% by leveraging the salaries and costs in
offshore countries.

In the Philippines, for instance, companies can hire offshore staff with a
US$500/month salary for starting positions. A team of 10 employees would only
cost them as much as a single worker in the US with an equal position.

Global market

Small and medium-sized businesses find it most difficult to hire local employees
that suit their roles.

The widened skill gap in developed countries, paired with economic crises,
affects their capacity to expand their teams as needed.

Businesses get to access a bigger pool of talent that can fit their
requirements. They can have better options in hiring employees since they are
not limited to what is available in their home countries.

Global presence

At the same time, outsourcing opens clients to global trade opportunities. They
can establish their global presence and expand more easily to other locations
since they already have operations in the area.

Flexible workforce

Outsourcing is a great way to establish a remote workforce, especially for
companies looking to implement this setup for the first time.

BPO reduces internal local compliance obligations, including providing
additional office spaces to employees. Instead, organizations can hold their
business operations on a remote setup, most usually having their teams in an
office provided by the BPO firm.

Leverage skill

Companies cannot always do everything on their own. Burnout within entrepreneurs
and teams is more common than everyone thinks, especially with everyone filling
up the tasks beyond their skill sets.

A BPO company enables them to leverage the skills of other specialist companies
on more complex tasks such as accounting and IT.

Focus

Lastly, BPO enables organizations to focus on their core business functions.
This is because most of their non-core business operations are done with the
help of a reliable service provider.



Business process outsourcing examples

The BPO industry is vast, generating over $200bn annually and employing millions
of people worldwide.

As stated in the Market Analysis Report, the global business process outsourcing
market reached over USD 245.9 billion in 2021. Thus, it is foreseen that we will
acquire a compound annual growth rate (CAGR) of 9.1% this year from 2022 to
2030.

The proliferation of the global BPO sector is utterly driven by several key
factors that organizations take full advantage of:

Improved efficiency and agility Focus on core competencies Decreased operational
costs Adapt to the ever-changing business dynamics

In general, when we speak of outsourcing, it always entails contracting out
parts of business processes to an external provider, either domestically or
offshore.

BPO can be seen in different forms and contexts, from hiring single staff to
getting an offshore team.

Here we have listed some of the examples of business process outsourcing:

Big enterprise

Corporate outsourcing has been around since the industry started. The new breed
of large companies are still taking advantage of its benefits and using it to
expand their offerings further.

Some of the known enterprises that outsource their services today include the
following:

Google. Google has been ramping up its outsourcing efforts since 2016 by
delegating development and customer support. Facebook. Meta, particularly
Facebook, outsources content moderation to the Philippines as a way to filter
toxic content and keep the platform safe for its users. Wells Fargo. Wells Fargo
has been outsourcing their operations to the Philippines since 2011. It has
recently pulled out its functions in the country, though the company retained
its BPO center in Manila. Medium-size businesses

A medium business with 50-500 staff might outsource the labor-intensive
accounting and finance functions to a team in the Philippines.

Small business and entrepreneur

The recent Clutch survey stated that around 90% of small businesses plan to
outsource their services in 2022 due to the efficiency and flexibility that
companies get.

It is common for small business owners to have a Virtual Assistant (VA) working
for them full-time and remotely from the Philippines.

Aside from this, organizations can delegate other services such as development,
IT, and digital marketing.



What are the different types of BPO?

Outsourcing can be executed in different forms, depending on the outsourcer's
needs. The truth is that not everyone is fully aware and has an in-depth grasp
of the BPO sector.

For most people, BPO can simply mean farming out business processes to third
parties located in another country, but this is just one type of BPO.

As for businesses, it is always vital to be familiar with the various
classifications and functions of BPOs. This way, they are able to opt for a
business process outsourcing provider that is best suited for their type of
requirements and industry.

More importantly, outsourcing is not a one size fits all strategic approach,
this is why it is not enough just know what outsourcing is and how it works.

There are several types of BPOs that businesses can choose from. The type of
business process outsourcing can be characterized by its specialization,
location, and size.

Generalist or specialist BPOs

Business process outsourcing is in the human resources and professional services
sector.

However, their services extend across all industries. The majority of BPOs are
generalists in that they offer a full range of professional services.

Meanwhile, some specialize in certain verticals, such as the following:

Legal process outsourcing

Legal process outsourcing deals more with delegating legal processes and
compliances to legal firms in another area.

Knowledge process outsourcing

Meanwhile, knowledge process outsourcing enables companies to outsource
knowledge-related work, including research and development, innovation, and
creativity.

Location

Business process outsourcing typically operates from developing nations such as
the Philippines, India, and Colombia. They typically have cheaper cost of living
and bigger populations. Different locations offer different advantages.

Size of BPO

The bigger BPOs employ more than 250,000 people. They are huge, global
operations. Medium-sized BPOs range from 500-5,000 staff and offer a full range
of services. The smaller BPOs might have 1-500 people.

Offshore

Offshore outsourcing refers to the process of delegating a part of operations or
a department to an offshore country.

To maximize profitability and efficiency, companies choose to outsource to a
different region or timezone. India, the Philippines, and South Africa are some
of the popular countries known for offshore outsourcing services.

Onshore

Onshore outsourcing or onshoring, meanwhile, is preferred by firms looking to
delegate their services within their country.

Onshoring does not offer as much savings as offshoring or nearshoring. However,
clients prefer this as a way to maintain their branding and satisfy their local
markets.

Nearshore

Lastly, nearshore outsourcing is preferred by companies that do not want the
hassles of time zones and cultural differences in offshoring but still want to
get the best out of their delegated services.

Through nearshoring, businesses can collaborate with their teams located in
nearby countries. This gives them the opportunity to maintain their local
compliance and save on costs since most nearshore locations are cheaper than
their onshore counterparts.

Functions of business process outsourcing

Collectively, business process outsourcing provides any kind of staffing
solution. Common functions of BPO include:

Finance and accounting

Outsourced finance and accounting services help businesses manage their books,
monitor cash flow, and keep up with corporate income tax compliances without
fuss.

Healthcare

Healthcare outsourcing, meanwhile, organizes various back- and front-end
functions for the healthcare and insurance industries.

Creative and content

Creative services outsourcing covers everything from post-production of
Hollywood movies to newspaper and website content.

Tech, IT and development

IT outsourcing involves delegating network management, web and app development,
and cybersecurity protection to IT firms in different countries.

Sales & customer support

Some BPO providers specialize in sales and customer support for pre- and
post-sales transactions. This helps companies meet the expectations and demands
of their customers, keeping them satisfied even after their purchase.

Marketing

BPOs and marketing firms can help in ongoing marketing, communication and
branding activities for their clients. This helps them attract more suitable
leads in a cost-efficient way.

Talent and HR

Businesses can delegate HR, recruitment, and compliance to professional employer
organizations to maximize recruitment and workforce management.

Administration

Generalist BPOs help organizations accomplish general business administration
and operational activities. This includes data entry, appointment setting, and
other related functions.

Supply chain management

Lastly, e-commerce stores benefit from outsourcing supply chain management to
manage warehouse and delivery processes.



The future of BPO outsourcing

We have gathered five expert opinions from renowned global business leaders.
They shared how they perceive the future of outsourcing will be, including the
trends that will prevail in the coming years.

Meg Marrs, Safer Senior Care

Meg Marrs of Safer Senior Care strongly believes that entrepreneurs and business
leaders should outsource their essential tasks.

“Outsourcing certain roles has freed up my time to focus more on big picture
strategy, rather than being completely meshed in the day-to-day tasks.” 

One thing is certain, outsourcing to support businesses growth is something that
will never go out of trend.

Sean Nguyen, Internet Advisor

As for Sean Nguyen, Director of the Internet Advisor, outsourcing to streamline
processes is another essential trend that businesses will continue to apply.

He quotes, “Outsourcing can be really helpful, even at the most incipient
levels, because it allows you to streamline operations. If it's not essential to
have it taken care of in-house, there is no reason to do so.”

Elandas Miller, Kicking It Sports

Elandas Miller of Kicking It Sports, has been outsourcing back office and
creatives since 2017. “I like to think of outsourcing as a tool to help me get
to my goals faster and more efficient without burning myself out.” 

Outsourcing to support both organizations' short and long-term goals is another
trend that companies will practice in the foreseeable future.

Tom Baker, Tom's Projects

The founder of Tom's Projects, Tom Baker, offshores his entire product and
development. “Outsourcing means that we can scale the team up and down when need
be.” Scaling the workforce through outsourcing is, yet again, among the trends
that will remain prevalent.

Bobby Reid, Capitol Tech Solutions

For Bobby Reid, founder of Capitol Tech Solutions “Outsourcing has helped our
business by being able to provide expertise for a service quickly. While these
contracts are outsourced, they are incorporated into our company culture when
possible, since they are working full time with our firm.” 

Lastly, outsourcing to fill in talent gaps and expertise is one of the key
trends that more and more organizations will utilize in the coming years.

The future of work is digital, says Outsource Accelerator Founder and CEO Derek
Gallimore.

The world has moved on from manufacturing and creating products to providing
services. And as we enter the post-pandemic world, he says we are “moving
towards a single global economy.”

The concept of work dramatically changed with COVID-19, and things have changed
for good. These changes made us realize that technology is available for remote
and digital work interfaces.

Once showed an unsteady growth, the global outsourcing market spiked to US$245.9
billion in 2021. The sudden surge of demand brought by the pandemic, along with
the worsened talent shortage, has led companies to increase their outsourcing
efforts.

In a podcast episode, Derek explained, “There are eight billion people on the
planet, and they are now all increasingly connected digitally.

There are [also] four billion people who are highly qualified professionals
sitting around the world, and they're not just virtual assistants and basic
roles. You can find [people with] PhDs, architects, accountants, or whatever you
need for your business.”

To conclude, Derek believes that the global economy and a globally-sourced
workforce are the future, and it is not going away.

Leaders all over the world also know that outsourcing is here to stay. Former US
President Barack Obama says that jobs that have been outsourced cannot be
brought back to the country.

As a result, it is better to retrain and re-skill the workers who have lost
their jobs on account of outsourcing.

Obama further suggests that community colleges could provide the necessary
skills for a person to be gainfully re-employed in the workforce. He adds that
this is a necessity that Americans look forward to in the future.

Looking back doesn't always make people feel good, so it is essential that they
retrain for the ‘jobs of the future.'

How to choose a BPO provider

Over the years, outsourcing has been the go-to strategic practice for businesses
looking to scale their operations effectively.

But just like any other venture, companies should be wary of the possible
drawbacks of outsourcing before selecting bpo providers.

Risks of BPO outsourcing 

Despite its advantages, business process outsourcing done incorrectly leads to
outsourcing risks that affect a company in one way or another.

Hidden charges

Some BPO vendors do not totally disclose the total fees they charge and their
terms. Clients could experience “bill shock” upon seeing the hidden charges they
get.

Compliance issues

Compliance is crucial, especially in handling financial information and dealing
with intellectual property. BPOs that violate compliances could risk their
clients' reputations and branding.

Problems with security

Lastly, BPO vendors with loose security compliance could risk getting their
client's data exposed and used for malicious purposes.

Choosing the right business process outsourcing vendor

The key to successful outsourcing lies in choosing a suitable bpo company and
working with them along the way. Here are some of the considerations to look for
in a BPO vendor:

Expertise

A BPO vendor's expertise can be shown primarily through their approach to their
clients. Even without getting too technical, they can comfortably discuss the
initial solutions to provide according to their client's requirements.

Compliances

Especially when delegating functions involving sensitive information, a bpo
company should be up-to-date and compliant with regulations relevant to their
services.

Check for ISO, HIPAA, and PCI certifications as much as possible.

Employee satisfaction

A good BPO company also places employee satisfaction as its priority. Check on
employee reviews online to see how the staff feels about their company.

Technology

The tools and equipment a BPO vendor uses largely affect their performance in
general. Check to see if they use updated technology at work and how they train
their employees to use them.

Top BPO companies in the world's top outsourcing hubs

A wide range of business process outsourcing companies in different parts of the
world provide the utmost services to their Western and local clients.

Many of them even earned recognition by award-giving bodies due to their
performance in both their roles and their level of care for the employees.

Check out the top BPO companies in several outsourcing destinations below.

Top BPO companies in the Philippines Top Indian BPO companies Top South African
BPO companies Business Process Outsourcing (BPO) services

With the rise of new offshore outsourcing locations, companies can have better
options in terms of location and services they can delegate.

However, finding a suitable BPO company can be a daunting task to be done on
their own.

It's a good thing advisory services such as Outsource Accelerator are there to
help them.

Outsource Accelerator is the most trusted source for independent information &
advisory for Business Process Outsourcing (BPO). We have over 5,000 articles,
400+ podcast episodes, and a comprehensive directory with 3,000+ BPOs from
different locations.

Outsource Accelerator's offerings make it easier for clients to learn about and
engage with business process outsourcing companies worldwide.

Want to learn more about outsourcing? Check out the Inside Outsourcing book as
well as the Inside Outsourcing book review today!

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is fundamentally countercyclical. The industry can do well in recessions and
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misunderstood but Derek Gallimore sees it creating a seismic shift of how and
where companies employ their workers.”

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The Outsource Accelerator website has over 5,000 articles, 450+ podcast
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