Buyers would look to engage multiple outsourcing partners and smaller deals seem to be the norm. While it will allow buyers to negotiate better, it also increases the efforts and resources required to manage outsourcing engagements and outcomes.
Increased buyer focus on innovation: A study conducted by consulting and benchmarking firm Aecus revealed that two-thirds of 100 firms surveyed have innovation incentives built into outsourcing engagements.
Balanced-shore outsourcing: Providers would offer flexible location options including onshore, nearshore and offshore options to buyers. Location flexibility will allow providers to be more competitive.
Increase in use of Automation and Robotics: In a recent study, Gartner, Inc. predicted that by 2018, BPOs will require 50 percent less workers because of process automation. There will be a rise in use of robotics and process automation to handle low skills and tedious outsourcing tasks.