Global Outsourcing Trends in Customer Service: What you need to know

Global Outsourcing Trends in Customer ServiceWhat You Need to Know

CRM provider SuperOffice asked almost 2,000 business professionals to share their No. 1 priority for the next five years – almost half nominated customer experience.


As the world becomes increasingly interconnected, businesses are exploring new avenues to enhance their customer support and customer service functions, seeking efficiency, cost-effectiveness, and improved customer experiences.

Check out our Sourcefit blog post, to delve into the latest global outsourcing trends in customer service, shedding light on what businesses need to know to stay ahead in the competitive, modern business-scape.


1. Rise of Multichannel Support:

The digital era has ushered in a myriad of communication channels, and customer service is no exception. Businesses are increasingly outsourcing customer support across multiple platforms, including phone, email, live chat, and social media. This multichannel approach ensures that customers can engage with brands through their preferred channels, resulting in a more personalized and accessible customer experience, and ultimately, long-term customer loyalty.

Sourcefit Says: 82% of businesses confirm that retaining customers is less costly than nurturing new ones. Ensure you delight your customers and keep them coming back for more with quality, multichannel solutions.


2. Emphasis on Automation and AI:

Automation and artificial intelligence (AI) are becoming integral components of outsourced customer service. Chatbots, virtual assistants, and AI-driven analytics are being employed to streamline processes, handle routine inquiries, and gather valuable customer insights. This trend not only improves efficiency but also allows human agents to focus on more complex and emotionally nuanced customer interactions.

Sourcefit Says: Ensure you partner with an outsourced services provider that embraces the value inherent in future-focused solutions


3. Enhanced Data Security Measures:

As businesses entrust external partners with sensitive customer information, the need for robust data security measures has intensified. Outsourcing providers are implementing advanced cybersecurity protocols, encryption technologies, and compliance frameworks to safeguard customer data.

Sourcefit Says: This heightened emphasis on data security assures businesses that outsourcing can be a secure and reliable option for managing customer information.


Global Outsourcing Trends in Customer ServiceWhat You Need to Know Quote4. Growth of Nearshore Outsourcing:

While offshore outsourcing has been a staple in the industry, there’s a growing trend towards nearshore outsourcing. Companies are increasingly choosing outsourcing partners in geographically closer locations, often within the same region or continent. This approach minimizes language barriers, reduces cultural differences, and allows for real-time collaboration, addressing some of the challenges associated with traditional offshore outsourcing.

Sourcefit Says: Before committing to outsourced solutions, ensure your value analysis considers the pros and cons of your various options, bearing in mind considerations such as time difference, and how they may affect daily operations.


5. Focus on Customer Experience Metrics:

Outsourcing providers are placing a greater emphasis on customer experience metrics to demonstrate value to their clients. Key performance indicators (KPIs) such as customer satisfaction (CSAT), Net Promoter Score (NPS), and first contact resolution (FCR) are becoming standard measurements. This shift aligns outsourced customer service with the overarching goal of delivering exceptional customer experiences and building brand loyalty.

Sourcefit Says: Find a provider steeped in a culture of transparency, and geared to ensure key performance metrics are not only met but exceeded.

6. Integration of Cloud-Based Technologies:

Cloud-based technologies are transforming the way customer service is delivered. Outsourcing providers are leveraging cloud solutions for seamless integration, flexibility, and real-time data accessibility. This trend enhances collaboration, facilitates remote work, and enables businesses to scale their customer support operations effortlessly.

Sourcefit Says: Why settle? High-end, affordable, tech-driven customer solutions are just a call away!


7. Customized Training Programs:

Outsourcing providers are recognizing the importance of tailoring training programs to meet the unique needs of each client. Customized training ensures that customer service agents are well-versed in the specific products, services, and brand values of the businesses they represent. This personalized approach contributes to a more authentic and brand-aligned customer experience.

Sourcefit Says: Reputable, experienced providers tailor their training programs specifically to each client, ensuring your outsourced customer service team is more than prepared to handle all tasks efficiently, timeously and ‘on-brand’.


8. Continuous Quality Monitoring and Improvement:

The focus on quality assurance is becoming more pronounced in the realm of outsourced customer service. Providers are implementing sophisticated monitoring tools and processes to ensure consistent service quality. Continuous improvement initiatives, driven by data analytics and customer feedback, are integral to refining and optimizing customer service operations over time

Sourcefit Says: When it comes to the talent provided, reputable providers view their outsourcing clients ideally, as long-term partners, and are more than willing to input quality-assurance and improvement processes that unlock long-term, mutually sustainable value


9. Expansion of 24/7 Support:

Global outsourcing trends in customer service increasingly include the expansion of 24/7 support. With businesses catering to a global customer base, round-the-clock availability has become a necessity.

Sourcefit Says: Outsourcing partners are adapting by providing teams working across different time zones, ensuring that customer inquiries are addressed promptly, regardless of the time of day. Outsourced solutions can help your business achieve the holy grail – delighting your customers.


10. Sustainability and Corporate Social Responsibility:

As businesses place greater importance on sustainability and corporate social responsibility (CSR), outsourcing providers are aligning their practices with these values. Companies are seeking partners that adhere to ethical labor practices, prioritize employee well-being, and implement environmentally conscious initiatives. This trend reflects a broader shift in the outsourcing landscape towards responsible and socially aware business practices.

Sourcefit Says: Partner with a provider that focuses on the bigger picture, as well as the bottom-line.


Staying abreast of global outsourcing trends in customer service is essential for businesses aiming to optimize their customer support functions.

From embracing automation to focusing on data security and sustainability, these trends offer valuable insights into the evolving landscape of outsourced customer service. As businesses navigate this dynamic environment, partnering with outsourcing providers that align with these trends, is an affordable, strategic move toward delivering exceptional customer experiences in the global marketplace.


Contact us today for your risk-free, obligation free consultation!


To learn more about outsourcing, you can read our Top 8 Qualities of an Outsourcing Company in the Philippines article.

We invite you to follow us on social media and to visit our website to learn more about Sourcefit – your outsourcing partner.

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Sourcefit – your preferred accounting service provider – is a widely recognized US-managed business process outsourcing company based in Manila, Philippines. We proudly serve over 100 clients with a workforce of more than 1,300 employees. Our global centers can serve multiple markets, and our staff is highly proficient in English, Spanish, French, and Portuguese. Whether you need a few or many employees, we can help you achieve your business goals and build high-quality offshore teams.

Latest Awards

Sourcefit’s commitment to excellence has been recognized through numerous industry awards and certifications.

We recently received the Fortress Cyber Security Award from the Business Intelligence Group. Sourcefit was also honored with the prestigious recognition of Best Outsourcing Solutions Provider in the Philippines during the 2023 Business Excellence Awards.

Other awards include: FT ranking of 500 high-growth Asia-Pacific, The Marketing Excellence Awards, Inquirer Growth ChampionHR Asia Awards, among others.

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