?? Lessons From the World’s Largest Employers
Outsource Accelerator
The world's leading outsourcing marketplace and advisory.
Welcome to Gone Global, a look at the top stories and insights on remote work, global employment, distributed teams, outsourcing, and the future of work.
This is a condensed version of our flagship Gone Global newsletter.
OPINION
Leading the way
The outsourcing industry employs over 10 million people globally. The largest outsourcing firms employ as many as 800,000 people and are spread across as many as 60 countries, with literally hundreds of sites each.
With 800,000 people across dozens of countries — and seeing exciting growth — these businesses have developed a profound ability to manage staff, and manage them well to ensure that they are productive, motivated, and happy.
Other businesses use these outsourcing firms to staff up and power their own businesses across a diverse range of industries, verticals, and skill sets. As artificial intelligence (AI) surges, they are at the forefront of automation process optimization to ensure maximum productivity.
With such impressive numbers, these offshore companies must be doing something right. What can other businesses learn from this model?
Customer-centric approach
A vast majority of the offshore roles in these companies are client-facing. Outsourcing companies make it a point to hire talent with potential and have experience dealing with customers. However, customer service is often far from perfect.??
In fact, most people think customer service sucks. It’s a constant battle to hire staff, manage, churn, raise standards, build SOPs, and train, train, and retrain their staff. Teaching staff — en-masse — to have empathy, and to really be concerned for the customer journey, and having the systems to support high quality care, is a highly complex exercise.
That’s why outsourcing companies continuously reskill and upskill their staff to ensure they align with clients’ evolving needs. Investing in talent is a must. These initiatives benefit the firm and allow employees to thrive in their professions down the line.
TOP OFFSHORE TALENT
Graphic Designer
Asking: $14,400/yr
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??? Meet Paul...
Paul knew that design was his calling. His favorite aspect of designing? Connecting with various clients and elevating their businesses through his craft. ??
In 2014, his project design was handpicked for his office's official signage, a testament to his creativity and skill. ??
Fast forward to 2021, where Paul and his team's email designs brought a staggering 250% increase in revenue for a client in their inaugural year, highlighting his ability to deliver impactful designs that drive real-world results. ??
Paul spends his free time exploring the latest design techniques and trends, ensuring his work remains fresh and innovative.?
We reckon he would be an excellent addition to your team at an asking salary of $14,400 /year.?
Paul is looking for his next career move. Worth a chat? Read his full bio and get in touch.
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OFFSHORE & GLOBAL NEWS
Hottest takes from offshore staffing, remote, and the future of work!
Boons and Banes of AI-Driven Workforce, Global Battle for Top Talent, CX Powerhouses
Generative artificial intelligence (GenAI), like ChatGPT, has captured the trust of global professionals as the world embraces the AI revolution. According to a LexisNexis report, 72% foresee GenAI transforming their workdays for the better. The majority predict GenAI will kiss goodbye to the stress of admin tasks, making room for productivity and growth. Fear of job loss? A mere 4% are losing sleep over it.?
This growing confidence in AI's ability echoes the comprehensive study of Tata Consultancy Services (TCS), which was based on futurists and executives. Ninety percent of respondents are optimistic about GenAI. Imagine a work landscape so revolutionized that it becomes a three-day workweek instead of the traditional five-day grind.
TCS, ranked #45 on the OA500 2024, an objective index of the world's top 500 outsourcing firms, also identified marketing and healthcare sectors poised for early positive transformation brought by AI. Survey participants also believe that AI has positive contributions to employee health and wellness (72%), as enterprise apps already exist to manage stress.
However, not all is rosy in the AI-driven workplace. Research by the Institute for the Future of Work in the United Kingdom uncovered a concerning trend: exposure to AI, robots, and tracking devices negatively impacts employee well-being and quality of life. The authors warn about harsh realities, including job insecurity, intensified workloads, and loss of autonomy.
Here’s what else to know today:
Copywriter | Email & Sales Pages | Brand Voice Guide???? Let's start small and make it gooood!??????
11 个月Insightful content as always. The Philippines has been amazing in its customer service support ever since, but customers' demanding behavior is now dominant, hence investing in talent is a must. In the age of AI, consumers demand real human interaction. ??