The Global Boom of Call Center Services on Market Trends

Discover the latest trends of call center software services in the global market. Remarkable changes have happened despite the challenges of the COVID-19 pandemic. Get updated with employee concerns during remote work. 

Maximizing the Growth Rates

Predictions in the global software market for Call Center Companies foresee an inevitable growth of up to $11.67 billion between 2020 and 2025. The Compound Annual Growth Rate (CAGR) during this forecast period is pegged at 16.35%. 

London-based tech research and advisory firm, Technavio said this growth surge will be steered mainly by the high demand for cloud-based solutions and contact center automation.

With the current share of North America in the industry at 41%, this number is expected to push boundaries in the global call center market as they outsource call center cost to offshore agencies, allowing them to generate more opportunities for call center software vendors to maximize their growth in the next five years.

Growing Content Outsourcing

Content writing is an integral element in online commerce. Survey reports show that nearly 50% of companies across the globe prefer to adopt content outsourcing. A hybrid approach to this is applied by over 35% of businesses tapping a combination of in-house and outsourced writers. A recent survey conducted by SEMRush Marketplace also revealed that less than 12% of businesses have been solely and confidently dependent on outsourced content writers.

Strengthening Tech Skills

Skillsoft, an education tech company disclosed a 145% gap in technology skills citing the notable lapse since 2016. With the fast-paced change in technology, the company said this looming issue could lead to a slippery future for industry players.

General manager for Skillsoft, Michael Yoo brought to light how employees in organizations should advocate for further technical skills training. Yoo said that encouraging employees to acquire new certified skills will open doors to better positions in the company. 

As it is, over 90% of technology leaders are currently running in-house programs to upskill their staff. 

We at Phoenix Virtual Solutions are equipped with highly trained Filipino virtual healthcare assistants that can provide you with efficient technical support and phone answering services for clinic-supplied equipment and apparatus. Moreover, you may also rely on us to assist you in developing your website.

Continuing Call Center Services

A recent announcement from Missouri state officials has unveiled its intentions to continue outsourcing call center services in anticipation of unemployment reverting to pre-pandemic levels. Maura Browning, spokeswoman for the US Labor Department explained that a good number of privately-owned companies can still lend a hand in increasing the unemployment rate as claims for unemployment benefits remain in high volume.

According to Pasona Group, a Japan-based staffing firm said their services that are in line with Business Process Outsourcing (BPO) have continued to surge over the past six months.

The increased demand has prompted the Japanese firm to update its forecast for the second quarter from JPY171 billion (US$1.51 billion) to JPY180 billion (US$1.59 billion). Pasona Group also added that regardless of the pandemic, the segment for expert services continues to recover.

Increasing Demand for Workspaces

Gaining track in the call center industry is El Salvador, with the country boasting of a technological park that will house more than 5,000 employees. Altius Tech Park was recently built in response to the growing demand for workspaces of local and foreign technological companies. Grupo Aristos, a local real estate firm handling the infrastructure development, says the tech park project will be done by the third quarter of 2022.

Recruiting More Employees

As more recruitment companies are heeding the need to expand their operations worldwide, Irish-owned specialist recruitment company Morgan McKinley is in the works of acquiring BPO firm Abtran. The merger will be completed as soon as the deal is approved by the Competition and Consumer Protection Commission.

Outsourcing firm Sigma in South Africa has also embraced expansion goals with the company recruiting 1,300 employees. Morgan McKinley, which has recruited 2,500 employees, seeks to achieve its yearly projected revenue of €300 million (US$339 million) through its merger.

Sigma on the other hand has allied with Shadow Careers, a youth employment initiative, employing over 60% of South Africa’s disadvantaged population mainly providing jobs for unemployed and excluded South Africans aged 18 to 34.

Expanding to India and USA

More American data processing and customer support service companies are dipping their toes into the eastern side of the globe as Celonis announced its expansion to India. For the next two years, the company will be investing $100 million along with 1,000 recruits. 

Malher Kamdar, chief customer officer for Celonis said it is essential for them to further strengthen their employee headcount in India citing how the said nation is the hotbed of process execution supplying the world with a significant volume of consultants. 

Meanwhile, Transcom, a global customer experience provider headquartered in Colombia will soon be building its new headquarters in the United States. As part of this American expansion, the company seeks to employ over 450 recruits. The new building located in Greenville, South Carolina is viewed to be a substantial factor for the company’s growth as this will be their second headquarters in the US.

Warning Cyber-Attacks

Cyber-attacks have considerably dropped in 2021 with Nigeria recording a dip of 7.5%,12% in South Africa, and 28.6% in Kenya. However, even in the light of this notable decline, businesses are warned to remain on guard. Kaspersky, a cybersecurity agency cautioned companies not to get too comfortable with these numbers. This downturn, the agency said, could just as likely pick up again in the future citing how cybercriminals never sleep and are always biding their time to launch newer and more sinister digital attacks.  

Returning Employees to Workplace

In Richmond, Virginia, business leaders are still in the air about mandating a return-to-office plan or retaining the pandemic norm of remote working.

Latest surveys conducted by the University of Richmond and the Virginia Council of CEOs showed that 31% of CEOs are still uncertain about returning employees to in-office work. 

Given the unrelenting threat of Covid-19, research indicates that business leaders are still confident with sales and hiring prospects, however, less than 70% expect increased sales in the next six months.

Re-engaging Employees to the Organization

While working remotely seems to be an optimal arrangement for some companies and workers given the current challenges brought on by the pandemic, some claim that remote work has magnified feelings of isolation in employees and appears to contribute to a more stressful workday. 

According to a JLL study of more than 3,300 office workers, 61% have stated they miss human interactions at the office. Dan Adamski, senior managing director for JLL said feelings of disengagement are quite evident in workers towards their colleagues, while also noting a strong sense of lack of purpose. 

Such observations have been determined to be related factors for high employee turnover.

As for suggestions to successfully re-engage employees with their organizations, JLL came up with the following tips :

  • Prioritize the health and well-being of your staff 
  • Provide a working model that allows flexibility
  • Create an office with a clear purpose for your employees

Encouraging Vaccination

With the emergence of Covid-19 variant Omicron, vaccination has been highly encouraged as the crucial element to getting things back to normal in the workplace. Around 57% of firms are said to be in the works of requiring all employees to be fully vaccinated.

Based on an inoculation survey conducted by insurance company Willis Towers Watson, 32% of businesses are waiting on the federal government to implement mandatory vaccination on big companies with about 18% of companies already imposing this. According to the WTW, you may encourage employees to get vaccinated by including these incentives:

  • allow work schedule flexibility
  • promote regular Covid tests
  • require employees to wear masks in their workplace

Allow us to help you adapt to the evolving changes in the outsourcing industry with the help of our virtual healthcare assistants. Here at Phoenix Virtual Solutions, we value a work-life balance. Let Phoenix take care of your business support while you spend more time doing things that matter more in your life.

Phoenix Virtual Solutions has been recognized as one of the Top Call Center Companies by DesignRush

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