Category: Operational Excellence

From Nigeria to the World: How Our Skilled Workforce is Driving the Nearshore Outsourcing Revolution

In the latest report by Ryan Strategic Advisory, significant trends and insights were unveiled, painting a vivid picture of the outsourcing landscape across Western Europe, Central and Eastern Europe, North Africa, and Sub-Saharan Africa. Here’s a brief look into the key themes: Western European Demand Trends The outsourcing industry in Western Europe continues to evolve, driven by a strong demand for high-quality, cost-effective services. Businesses in this region are increasingly seeking nearshore and offshore solutions to optimize operations and enhance efficiency. The focus is on leveraging technological advancements and skilled talent to meet the growing need for customer-centric services. Central & Eastern Europe Central and Eastern Europe (CEE) have emerged as strategic outsourcing destinations, offering a unique blend of linguistic capabilities, cultural alignment, and technical expertise. Countries in this region are capitalizing on their proximity to Western Europe and their highly educated workforce, positioning themselves as key players in the nearshore outsourcing market. North Africa & Sub-Saharan Africa North Africa and Sub-Saharan Africa are witnessing a surge in interest from global businesses looking to tap into their untapped potential. With a youthful and dynamic population, these regions offer a rich talent pool that is increasingly being recognized for its adaptability and proficiency in delivering diverse outsourcing services. The emphasis is on building robust infrastructure and fostering a conducive business environment to attract international investments. Outsource Global: A Tale of Talent and Transformation The report concludes with a spotlight on Outsource Global, a leading player in the Nigerian BPO sector. Outsource Global exemplifies how African companies are transforming the global outsourcing landscape with their innovative approaches and commitment to excellence. By harnessing local talent and leveraging cutting-edge technology, Outsource Global is setting new benchmarks in the industry, showcasing Nigeria’s strategic position in the global BPO market. For a deeper dive into these insights and to understand how Outsource Global is driving transformation in the BPO sector, read the full report: Europe-and-the-Nearshore-2024.

Customer experience outsourcing

On the 14th and 15th of September, 2022, the annual CXoutsourcers mindshare event had Las Vegas, Nevada, swarmed by over 80 senior customer experience outsourcing leaders, analysts and executives, including our very own Amal Hassan, the CEO of Outsource Global Technologies Ltd. The first day concentrated on blending technology with the human touch, emerging vertical industry opportunities, blockchain in CX, hybrid work models and top nearshore and offshore locations. On the second day, discussions were focused on employee experience (EX), 21st-century talent development and CX buyer pain points.  These experts discussed the fragmented customer experience journeys, especially among American banking brands. For example, the U.S state of multichannel customer service reported that over 66% of customers get discouraged before they get on a phone call with a bank call centre agent. Furthermore, just 58% of financial institutions prioritise it, although 76% of clients desire a genuinely omnichannel experience, which does not help. Again, only 10% of banks claim seamless customer service is a high priority, even though 31% of clients want it from retail banks. The winners of Genesys’ 17th annual Customer Innovation Awards across numerous vertical industries were announced, giving the US additional reason for optimism. Genesys is a world leader in CX technology. The winners of the category categories included UnitedHealth Group, Rabobank, Cathay Pacific, and Accenture. In Canada, Walmart has implemented a cutting-edge AI technique to identify when products are out-of-stock on shop shelves. Walmart Canada will roll out the new technology created by Focal Systems following a 70-store pilot. Cameras automatically detect the real-time stock availability on shelves, and the store personnel are informed of the modifications so they can replace the stock or place new orders. United Arab Emirates (UAE) travel agencies attempt to improve their super app-enabled digital CX journeys. Musafir.com, an online travel agency that offers a one-stop-shop mobile and web super app offering various services, including flight bookings, visa applications, and e-hailing, is leading the drive. Adyen, a fintech company in the Netherlands, has introduced its Real-Time Visa Account Updater (VAU) to Europe. Real-time VAU coverage automatically updates Visa accounts, allowing European businesses to improve CX and reduce forced churn while increasing revenue and authorisation rates from card-on-file payments. According to general CX news, 33% of customers gave up on the account registration procedure because it took too long to complete the required information. According to SC Media research results, 24% of customers have given up trying to complete their purchases because they had to register an account. Other research showed that 63% of customers would transfer to a rival with a less complicated authentication procedure—an exciting finding: 83% of consumers are more devoted to brands that maintain consistency across all platforms.

NIGERIA RANKS TOP 5 OUTSOURCING DESTINATIONS IN AFRICA

Nigeria is one of the top 5 business process outsourcing (BPO) destinations in Africa. The country is only behind South Africa, Egypt, Tunisia, and Morocco. Nigeria commands $285.8 million of the combined African domestic and international global business services (GBS) sub-sector; estimated at $15.1 billion. It is also expected to grow to $19.8 billion by 2023. The country is Africa’s largest economy by GDP ($448 Billion). Nigeria’s well-established ICT sector lays an excellent foundation for developing the country’s GBS/BPO sector. It is currently the largest on the continent. Business process outsourcing (BPO) employs about 16, 540 people in Nigeria alone. Read more: https://guardian.ng/technology/nigerias-outsourcing-sub-sector-worth-285-8m-employs-16540/

Poised for Growth: Nigeria’s Burgeoning BPO and Customer Experience Industry

Nigeria is quickly emerging as an ideal location for the delivery of business processes. It provides customer experience and contact center outsourced services to the global and domestic markets. The country is noted for being Africa’s largest economy. It has a heavy reliance on natural resources, especially the export of oil. Therefore, there is a need to diversify the economy and capitalize on opportunities in the business process outsourcing (BPO) and customer experience (CX) industry. The size of the BPO/CX businesses is relatively small, most of which employ 51 to 100 call/contact center agents. This indicates the developing stages of Nigeria’s outsourcing and offshoring market. However, there are larger service providers with 800 to 1000 frontline, specialist, and back-office agents. Companies such as Outsource Global, which is, servicing markets such as Japan, the United States and the United Kingdom. Read More

Outsource Global partners with FG to Launch Annual Fellowship Programme

The Nigerian Government in collaboration with the United Nations Development Programme and other private sector partners is set to launch a 20,000 yearly graduate job fellowship to be called the Nigeria Jubilee Fellows Programme, NJFP. Vice-President Yemi Osinbajo on Wednesday, attended the official announcement of the Nigerian Jubilee Fellows Programme (NJFP) at the Transcorp Hilton, Abuja. Speaking at the event, the Vice-President said “We are resolute in our determination to make the needed difference and rebuild the confidence of our young people in the ability of their government to rise up to the occasion and guarantee a future that is better and more prosperous than the past”. The event was also attended by the United Nations Development Programme’s (UNDP) Resident Representative in Nigeria, Mo Yahya and other distinguished guests including the Ambassador of the European Union to Nigeria and ECOWAS Ketil Karlsen, the CEO Outsource Global, Amal Hassan, CEO SecureID Limited, Kofo Akinkugbe among others. Also, speaking at the event, Amal Hassan expressed that “this is an excellent initiative that will go a long way in solving unemployment in Nigeria, our biggest asset base is our talented pool of youths. This will provide them with the opportunity, the structure, and the system to deliver; and they will deliver.’’ The project tagged, ‘Nigerian Jubilee Fellows Programme (NJFP)’ is in collaboration with UNDP, EU and private sector partners such as Dangote, Visa Nigeria, BUA, Lafarge Africa, Microsoft, Outsource Global, among others. The programme seeks to connect young Nigerians directly with industry leaders to kick start their careers and help them gain valuable skills for a lifetime. The job training fellowship, is an initiative championed by the Federal Government of Nigeria, with the technical lead of the United Nations Development Programme (UNDP) to mitigate the development impact of rising unemployment and underemployment rates in Nigeria.

Nigerian Outsource Powerhouse Partners with Qwasar, Launches Software Development Department at Silicon Valley Standards

Amal Hassan is the impressive and talented CEO at Outsource Global, an outsourcing company she founded in Nigeria specialising in customer service, legal service, back office support, IT support services, AI services, etc. Over the last four years, the company has grown to over 900 employees, serving clients in US, UK/ EU, Japan, and Africa. With high standards of professionalism, a strong belief in the Nigerian talent pool, and the confidence in delivering at international standards, Amal sought a training solution that would enable her to open a software development department within Outsource Global to serve the growing needs of her clients. A forward thinker and on-the-ball leader, Amal knows well that the force of her company is the talent she hires and maintains, thus talent was the problem she had to solve while maintaining her focus on Nigerian talent. (Amal with Kwame) Amal partnered with Qwasar Silicon Valley and launched a pilot 3-month training program for 10 young developers. She created a learn-to-earn program within Outsource Global, taking bootcamp graduates or local computer science graduates, and working with Qwasar Silicon Valley to train them in full stack development to Silicon Valley standards. Using innovative training methods, hands-on experience, and a science-backed system, Qwasar is a global leader in tech talent training and firmly believes that future tech talent won’t necessarily come out of the US. “The African tech ecosystem is growing and has enormous potential. We want to help thousands realise their potential, compete at an international level, and build the future tech applications and software not just for Africa, but for the world,” said Qwasar Silicon Valley co-founder Kwame Yamgnane. Amal, CEO of Outsource Global, said “Working with Qwasar, has allowed us to create a new service line for our company while creating additional employment for young talented developers in Nigeria. This has allowed us to make more impact in a region that is yearning to showcase its talent and its capabilities.  We will continue to work with Qwasar to train and upskill more developers and outsource the service of more developers to the international market. Qwasar is simply a blessing to Outsource Global, Nigeria and Africa.” Because the program is true skills-based learning and develops 21st-century skills required for good software developers, all 10 program graduates were successfully hired at Outsource Global. Client contracts were already lined up for the new department before they had even finished the program: such was the demand and reputation of Outsource Global. “Qwasar is simply the best program for creating top-end developers that has ever existed,” said Abudahud, one of the trainees-turned-developers at Outsource Global. “I have been fortunate to be one of the developers trained by Qwasar. Qwasar teaches in-demand coding skills through a blended learning approach dedicated to readying students for a career as a software developer. Most of the graduates of the program landed jobs as intermediate and senior-level developers.” (The team solving exercises and debugging code together) Qwasar has succeeded in bridging the gap between academics and industry by training skilled developers instilled with globally accepted best practices and technical ability in software development. Qwasar is a global leader in tech talent training and firmly believes that future tech talent won’t necessarily come out of the US. “The African tech ecosystem is growing and has enormous potential. We want to help thousands realise their potential, compete at an international level, and build the future tech applications and software not just for Africa, but for the world,” said Qwasar Silicon Valley co-founder Kwame Yamgnane “We are honoured to work with Amal and the team at Outsource Global. It’s really powerful to offer young Nigerians accessible training to improve themselves to a high technical level with such practical experience in the tech world. Truly this is a life changer and a game changer for youth, a creative and effective means of recruiting and building a talent pipeline, and a way to increase Nigeria’s competitiveness in the global digital economy. Their team is undoubtedly one of the leading teams of outsourced developers in the country.” concluded Yamgnane. Despite the current economic climate and challenges globally, Amal has launched another cohort of trainees as she grows her department throughout the year. For information about outsourced software development projects at Outsource Global, please contact them directly by email. Written by Jennifer Robertson Jennifer is one of the co-founders of Qwasar and is on a mission to make a difference via engaging education.

OUTSOURCING FOR GROWTH

As a small business owner, the company has grown to an extent where you need an accountant, a lawyer, a content strategist and a tax advisor. But you cannot afford to put them on the payroll, and frankly, you don’t have the expertise to manage these roles. So, you’ve gone off the many freelancing platforms available. You post that you need freelancers to take up these tasks so you can focus on where the money is: convincing clients that your software company is nimble enough to deliver timely results. You get the freelancers but there is a catch: you will need to onboard each freelancer, make them understand your business ethos, teach them the peculiarities of your industry. Bottom line, you spend the next 6 weeks onboarding freelancers who will only work with you for 3 months. Then the cycle starts again. Mismanagement of critical business processes is one of the most common reasons why organizations fail to scale. Where a company wishes to allocate resources to processes that fundamental to the businesses, scholars and executives agree that outsourcing is the best route to growth. Outsourcing simply means that processes will become more efficiently done. When efficiency is established, business leaders can focus on core operations which will, in turn, lead to better outputs and increased business. Because Africa is gaining significant momentum as the next outsourcing continent with the radical industry growth experienced in the last 10 years, a company around the world who outsource to Africa will have access to some of the brightest and best minds in their fields without having to bear extraordinary costs. Outsourcing firms must by definition be up to date on the latest trends and technology in their industry. This knowledge is passed on to clients who may not have time for deep dive researches in areas that are not core to their business. So, companies can leverage specialized industry knowledge when they outsource.

5 SMART TIPS FOR CHOOSING A VIABLE OUTSOURCING PARTNER

Messrs ST Yakinson is an equipment manufacturer operating from Japan. Their clients are mainly in Europe. Over the years, as operations expanded due to increased business, activities such as payroll, inventory tracking, personnel management and material sourcing began to take its toll on the company. There was a high turnover of factory staff, entry and mid-level staff. The company recruited more staff to handle payroll and personnel management and a significant number of client care representatives to handle client complaints which increased by over 45% within two years. So, Messrs ST Yakinson outsourced. They outsourced about 80% of all back-office activities including material sourcing, client services, equipment purchase and maintenance, and personnel management. All was well in the first outsourcing year. By the second year, it became obvious that Messrs ST Yakinson was the only client of the outsourcing firm, as other clients had cancelled not renewed with them. Because of this decline, the outsourcing firm let go about 65% of their staff, keeping on barely enough hands to fulfil their contractual obligations to Messrs ST Yakinson. That affects the quality of service being provided as previously specialized services were now merged to reduce cost. By year three, Messrs ST Yakinson were back to the beginning — more client complaints, high staff turnover with an additional data breach of confidential proprietary information. Where did Messrs ST Yakinson go wrong? Let’s take a quick look at the process they should have taken when selecting an outsourcing partner. 1. Record of satisfied clients: would you trust your money to a financial institution that says yours is the first account they will be handling? How do you ensure that your funds are safe? History of satisfied clients with a critical look at the management team and financial assets gives one a sense of ease that such institution is OK to do business with. The same principle applies to outsourcing. While back-office operations can be a distraction for organizations whose expertise lie elsewhere, if not properly managed those operations can be the death of such an organisation. So, in choosing a viable outsourcing partner, ask for references from past clients to ascertain how long they have operated and how well they have served others. 2. Identify an area of specialization: Outsourcing firms have specializations. There are facility management companies, there are call centres and business process outsourcing companies like Outsource Global in Nigeria; there are also technical outsourcing partners. Understand aspects of the business which are non-core and shop around for an outsourcing partner in a renowned outsourcing destination like Africa. 3. Use of technology: how technologically ready is your proposed outsourcing partner? The hardware and software components of the outsourcing firm should be the latest available, with the capacity to integrate with resident systems of the contracting business. A clear communication line must be established; uninterrupted connectivity and power availability must be assessed. In essence, the operations of the outsourcing company must not interfere with their ability to provide the services your business requires. 4. Workforce Strength: If you are considering outsourcing because your business has to manage much non-core staff, you definitely should be looking out for an outsourcing firm that will is not cutting corners by piling workloads on limited hands. A viable outsourcing company is one that fully understands a clients process has made available the necessary manpower to carry out said processes. A way to know this is to review your partner’s hiring policies and processes to understand the technical and soft skills that they look out for when hiring. 5. Understand the costs: a rule of thumb is that businesses must never outsource their core processes. Any mishap with an outsourcing vendor will practically ruin the client’s business so businesses must be able to identify their core and non-core tasks. Also look at the cost of outsourcing: which region has the best rates with commensurate quality service? Africa is the new frontier in outsourcing and Nigeria is leading the charge to the best outsourcing destination in the region.

OUTSOURCED BUSINESS PROCESSES

The paradigm shift that the internet has brought about in communication has opened up a plethora of opportunities for outsourcing business processes across the continent. From offering single IT services, BPO has come a long way and now covers an array of operations that can be performed and managed away from clients’ location. Business process outsourcing is, therefore, a trend that is becoming common in organizations for services that have usually been regarded as intrinsic to managing a business. BPO is divided into 2 categories: Back Office outsourcing which includes internal business functions such as billing or purchasing, direct and indirect procurement, transport administration, logistics and dispatch, warehouse management etc. and Front Office outsourcing which includes customer-related services, marketing services, technology support, market research, hiring and recruitment, data analytics, web-related services, auditing, health care administration etc. Despite being unattractive, the Back Office contributes significantly to the success of any business, as it has the ability to impact the customer’s experience. Customers’ expectations are met and surpassed when Back Office work is done efficiently. Errors, leading to an increase in the volume of work that is done by the Front Office, on the other hand, can lead to disgruntled customers. The greatest challenge in providing a seamless customer experience is, therefore, balancing and outsourcing the different nature of the work done in an organization’s Front and Back Office. Outsourcing and especially BPO can be tedious and time consuming as there are numerous big and small steps (e.g. organizational culture, what business processes can be optimized, the outsourcing partners to look out for, and how to communicate the organization’s needs and desires regarding outsourced business process, to name a few) in between deciding to outsource and knowing exactly what business processes to outsource. A reliable outsourcing agency like Outsource Global will meet and exceed every Back and Front office outsourced requirements to help your business in order to overcome productivity blocks in order to survive the accelerated and intensive market competition.

OUTSOURCE GLOBAL WINS SERVICE EXPORTING COMPANY OF THE YEAR AWARD

Outsource Global, Nigeria’s premier business process outsourcing company, has won the Service Exporting Company of the Year Award. The award was presented during the Nigeria Exports Awards supported by the Ministry of Communications, Nigerian Communication Commission, and the National Information Technology Development Agency (NITDA) amongst others. Speaking during the awards ceremony, the Founder and CEO of Outsource Global Amal Hassan said “our goal is to make Nigeria the leading outsourcing destination in the world, and we are glad that key domestic stakeholders are beginning to recognize the economic impact of Outsource Global in the industry and country at large. With over 850 employees, and plans over the next five years to increase that number to 6,000, outsourcing is an untapped market that only needs the right environment to thrive.” According to Mrs Hassan, “Nigeria’s BPO sector is able to provide substantial foreign exchange earnings to the country that will eclipse that of the oil sector. The country’s significant comparative advantages over countries like India and the Philippines have given us leverage in the UK, US and Japan where we currently serve clients looking for the best outsourcing destinations.” The Nigeria Exports Awards is an annual event organised by Afritex as part of its objectives to drive Nigeria’s non-oil export sector and utilising ICT to promote investments and exports. “We recognize that Outsource Global is the leading provider of customer/call centre services and customer service solutions in Nigeria with a focus on innovation, infrastructure and excellent service delivery,” said Oyesola Oworu, Founder/CEO of Afritex. Outsource Global is one of the biggest and leading African business and knowledge process outsourcing firms based in Nigeria, providing services such as data training, software development, back office outsourcing, remote sales development as well as market research services to businesses, NGOs and public sector clients across the world.

CHOOSING AN OUTSOURCING PROVIDER

It is important to note that the decision to undertake a Business Process Outsourcing initiative is not just to save cost or reduce overheads; it is also one of performance improvement of business functional areas that are critical. If the organization’s support team is overwhelmed by customer enquiries, then there is the need to consider a Business Process Outsourcing agency. If the development of an organization’s new product is slow, then there is the need for a Business Process Outsourcing provider. In each of these examples, the choice of embarking on the journey to outsource some of the business processes is based on improving the company’s performance in that process. With this advantage, it is therefore important that your organization choose a Business Process Outsourcing vendor carefully and systematically in order to minimize risk. The first step in choosing a Business Process Outsourcing vendor is to recognize that this is not just any other kind of project, but a technical one. Hence, the need to select individuals from the company that would act as the Business Process Outsourcing project management team. The reason for this is because the character of outsourcing business processes of an organization dictates the need for interdisciplinary skills to manage the outsourcing project and since such skills can hardly be found in one individual, managing the outsourcing process will most likely require a team. The team should have a head, who in this case is a member of the executive team. She, together with the chosen team members would be responsible for coming up with the outsourcing strategy, selecting and scrutinizing the outsourcing vendors, communicating its connection with corporate strategy, and making sure that the goals of outsourcing the organization’s business processes are achieved. The responsibility of choosing individuals representing the major departments (e.g. IT, Finance, Human Resource etc.) of the organization, who also work with the intending outsourced process on a daily basis also rests on his/her shoulders. Team members must be carefully chosen for their commitments to the organization, their capacity to embrace change, knowledge about the flaws and bottlenecks of the process and their capability to communicate and work with individuals from different disciplinary backgrounds. Choosing an outsourcing provider can be tedious by nature, since finding the right one is absolutely critical. There are numerous steps and processes in between putting a team together to eventually finding the right outsourcing business partner. Think of Outsource Global when your organization decides to eventually outsource its business processes. With our different range of services, from IT, market research, asset management, sales and marketing to customer relations that would cater to your company’s specific needs, we are your go-to outsourcing partner. We would meet and exceed every management, technological and strategic requirements which would enable your organization better strategize and focus on how to work with the current state of the market and attract more clients.

Outsource Global Extends Services to Silicon Valley, to Work with Business Reactors

Coming on the heels of its recent expansion to the UK and Japan, Africa’s leading business process outsourcing company domiciled in Nigeria has announced its strategic working relationship with US-based information as a service firm, Business Reactor. “We have traditionally served mainstream clients in financial services, legal, social advocacy, consultancy and healthcare within the US and UK markets. But technological advancements across the world shows that the tech industry is underserved,” said Amal Hassan, the Founder and CEO of Outsource Global. “Where else do we show the viability of this cost-effective business model to tech founders, accelerators and venture capitalists than the home of tech innovation — Silicon Valley. We now have a working agreement with Business Reactors to introduce Outsource Global and its services to key players in Silicon Valley.” Business Process Outsourcing (BPO) is considered not only a simple cost-cutting mechanism but also a strategic initiative used to improve the quality of business processes while managing the bottom lines of a company. Such services are particularly important for tech innovators and global software companies that require acceleration partners to manage different operational processes to help deliver more efficient and lean growth while maximising operational expenses. “I am confident, with the company’s sharp focus and strong leadership skills, Outsource Global is poised for global domination,” Valeiry Galistky, CEO Business Reactors said. Speaking on the capacity of the organisation to handle the expected increase in client requests, Peter Oriabure, the Head of Infrastructure and Technology at Outsource Global said: “Keeping in view our strategic growth plan, and anticipating an increase in the number of clients that Outsource Global will serve over the next five years, we have established critical technological and infrastructural protocols to handle large client requests. We currently have about 800 remote teams working in three locations across Nigeria. We are able to increase that number to over 2,000 with 99.9 percent uptime.” Outsource Global is one of the biggest and leading Africa business and knowledge process outsourcing firms based in Nigeria, providing services such as data training, software development, back office outsourcing, remote sales development as well as market research services to businesses, NGOs and public sector clients across the world.

Outsource Global Extends its BPO Service to Japan

The Africa Business Process Outsourcing industry got another boost as the leading player in that space, Outsource Global, recently announced its expansion into Japan. Speaking from Japan at the recently concluded Japan IT Week, the Founder and CEO of Outsource Global Amal Hassan said “we are particularly excited about this strategic expansion. It not only allows us to serve the Japanese market, it is also an entry point for us to provide a full range of outsourced services to the Asian market. We are also thankful to ITC SheTrades for facilitating our participation at the Japan IT Week thereby giving us the platform to have these strategic conversations.” Asia is the world’s fastest growing economic region, with an estimated annual GDP growth of 5.7%. Within that region, Japan is the second best economy by GDP growth and third wealthiest in terms of GDP per capita. “With Japan being the 23rd wealthiest nation in the world, and home to global automobile giants we are confident of our capability to serve this new market. Our over 800 agents are spread across three locations in Nigeria and our facilities have the capacity to cater for over 2,000 remote teams who can work with organisations around the world” says Nusaibah Kofar-Naisa, the COO of Outsource Global. The company’s participation at the Japan IT Week was sponsored by SheTrades. SheTrades is an initiative of the International Trade Centre, has a mandate to connect three million women-owned businesses to international markets by 2021. The Japan IT Week is a B2B exhibition where the latest IT products and solutions gather in one place. Professionals in charge of system development and operation of social infrastructure, distribution, services and marketing attend the exhibition to implement new IT solutions and engage with optimal business partners. Outsource Global is one of the biggest and leading Africa business and knowledge process outsourcing firms based in Nigeria. Their recent expansion to Japan comes on the heels of the earlier announcement of their expansion to the UK where they will provide outsourced data training, software development, telesales and marketing as well as remote professional services to leading organisations across the world.

Much Ado About Business Process Outsourcing

The term ‘Outsourcing’ is not a new concept. The rationale behind it stems from the fact that if an external service provider can perform a business function faster and at a reduced cost than your organisation, then the strategic thing to do will be to outsource those functions unless they are core to the business. So sourcing out business processes already existed before now but, it was without the interconnected business networks that cut across two or more countries. The business processes that were outsourced in the past were limited to an organisation’s supply chain, which often involves the production and distribution of goods and services. In today’s contemporary business world, business and technology have become intertwined, such that companies are beginning to transfer non-core, yet critical business processes to a specialised and efficient third-party company in a different country. In some cases, organisations are outsourcing their entire back-office operations like human resources, technical support, customer service, finance etc. to control cost, compete effectively and extend their reach into new markets. Technological developments and networking in industries have therefore facilitated the outsourcing of products and services beyond national boundaries. In the context of this new normal, the BPO industry is said to have undergone a revolution. It has become an important new force in the global economy. Organisations are increasingly relying on offshore BPO providers for myriad of operations. In fact, having an off-shore team who apply their advanced degrees and technical skills in specialised areas is now the norm. Companies that outsource these core business functions to these agencies, thereby have access to new technology, intellectual and other material resources that would strategically position them for global competitiveness. The BPO revolution is upon us! The industry has grown and will continue to grow exponentially. Presently, two-thirds of companies worldwide already outsource at least one business process to third-party firms. This growing number of contracts focusing on BPO service delivery clearly demonstrates a belief in its value and the impact on the companies that outsource as well as the individuals who welcome the prospect to work with foreign businesses in their country. Outsource Global is an example of a truly global business outsourcing company, serving markets in the US, UK, Japan and Nigeria. Its 2000+ staff capacity facility in Nigeria is fully equipped with the latest technology to ensure that partner clients enjoy optimal service delivery.

Increase Productivity and Efficiency with Business Process Outsourcing

In today’s competitive world, successful businesses are often resourceful ones that apply innovative processes to significantly lower overhead costs without sacrificing quality and productivity levels. In fact, utmost importance is given to profitability at every level, and if any necessary business processes are non-core, then the alternative would be to outsource those functions for better productivity. Today, Business Process Outsourcing (BPO) is considered not only a simple cost-cutting mechanism but also a strategic initiative used to improve the quality of business processes while managing the bottom lines of a company. Outsourcing describes an arrangement whereby a company provides services for another company. This concept is not new, but it has evolved in recent times. The perception about outsourcing has gone beyond engaging a particular company for a specific operation (e.g. hiring security firms for superior security services and advice) to delegating or subcontracting non-core business processes to third-party agencies. If a business is then able to focus exclusively on its core business activities, costs will be reduced, overall efficiency improved and quality service rendered to its clients. The BPO industry is developing rapidly, indicating the increasing demands of organisations who must balance cost, productivity, and performance. It is, therefore, becoming inevitable for businesses to outsource some of its important services to not only achieve its business outcomes quickly but also to increase profitability per business process. BPO services that can be offloaded to be performed and managed by other agencies include market research, software development, accounting, human resource management, estate management, specialist support, etc. With an established local and global footprint in Nigeria, United Kingdom (UK), United States of America (USA) and Japan, Outsource Global is strategically positioned to cater to the needs of companies both in the developed and growing economies. The company offers BPO services such as data mining and training, image tagging, software development, remote sales development, market research, and back office outsourcing. Outsource Global currently serves clients in social advocacy, social networking, engineering and information technology, banks and public sector organizations.

Outsource Global at the Japan IT Exhbition Week

The Japan IT week kicked off today at the Tokyo Big Sight, Japan. It is one of the largest Information Technology show bringing together over 1,180 exhibitors and 70,000 solutions seeking IT professionals. Productive business discussions on sales, orders, and consultation are held between exhibitors and visitors. The week also contributes to the business expansion of all attendees. From the opening ceremony to exhibits and special events, Day 1 set the tone for what is sure to be an exciting week. Photos: To learn more about Outsource Global, visit www.outsourceglobal.com

OUTSOURCE GLOBAL WINS AWARD FOR INNOVATIVE CONTACT CENTRE AND BPO OPERATOR OF THE YEAR

Leading Business and Knowledge Process Outsourcing services provider, Outsource Global, was named the Innovative Contact Centre and BPO Operator of the Year at the prestigious 2018 Nigeria Technology Awards held in Lagos. Nigeria Technology Awards (NiTA) is an award organized to recognize, celebrate and reward Technology entrepreneurs, innovators, academics, inventors, and policy makers (Government) in Nigeria. The award, as projected by the organisers, is aimed at building a large scale and internationally recognized Technology Awards in Nigeria. By rewarding professional expertise in the technology space the organisers have, in many ways, helped to build a culture that will in return promote innovation, healthy competition, and improve service delivery. Outsource Global’s Chief Executive Officer, Amal Hassan, who received the award on behalf of the company said, “Outsource Global is honoured to receive this award; and in a special way would like to thank our clients, partners and other stakeholders for supporting us throughout the journey. The award is a great step to further enhance Outsource Global’s brand perception and positioning as a leading business and knowledge process outsourcing services provider in the region.” Today, Outsource Global’s clients span the full range of industry leading and performance-driven brands around the world.