The world of business is constantly changing. What customers expect, trends, global events, and many other factors drive this change. Perhaps the two most important factors for businesses today are to remain competitive, and efficient. Outsourcing is a proven method to achieve efficiency, leverage expertise, curb costs, and use technological advancements, without vast capital expenditure.

Key Outsourcing Statistics for 2024

  • AI has been a key priority for outsourcing since 2020 for 80% of companies.
  • Some estimates state that the outsourcing industry could reach $525 billion, while others estimate it will be over $600 billion.
  • The Philippine economy generates almost 60% of its revenue from outsourcing.
  • More than 50% of customers prefer to address their issues through conversations.
  • Nearly two-thirds of customers are unhappy when they do not receive personalized communication.
  • Nearly 10% of agent interactions will be driven by automation within the next two years.
  • Nearly 60% of customers are willing to pay more for a better customer experience.
  • The top-tier call centers achieve FCRs (First Call Resolution) of 74%.
  • The industry average for AHT (Average Handle Time) is just over six minutes.
  • The Philippines is estimated to have around 15% of the world’s contact centers.
  • Healthcare, shipping & mailing, retail, utilities, finance, government, and insurance are industries that tend to outsource the most.
  • Outsourcing Trends to Expect in 2024

    Technology, data security, and process efficiency are the key drivers of trends for the coming years.


    More and more businesses are relying on AI, robotic process automation, machine learning, cloud services, and chatbots. Mundane, repetitive tasks are being taken over by AI and automation, which enhances efficiency, improves processes, and ultimately boosts profits. In addition, cloud computing projects are also being outsourced to third-party companies to lower costs, and increase agility, and scalability.


    While this is a technological imperative, the fact is that data security has never been more critical to businesses. Outsourcing companies need to meet data handling regulations, comply with standards in regions of operation, and above all, prioritize customer data safety. As security technology improves, threats continue to evolve as well, which is why cybersecurity will be a central focus for outsourcing well into the foreseeable future.

    Data-Driven Decisions

    In addition to customer data, data gained from outsourcing activities is becoming ever more important. This data helps understand customer behavior, areas of efficiency, performance statistics, costs, and many other parameters. Leveraging this knowledge outsourcing companies can create more effective processes and systems. This data will also allow outsourcing experts to craft strategies to better customer experience.

    Sustainability and Ethics

    Environmental agencies and governments are just two stakeholders calling for more environmentally sustainable and ethical practices. Businesses do not want to work with organizations that do not prioritize sustainability and ethical practices. Customers, too, seek out organizations that can showcase their efforts in these areas.

    Which Services are Most Likely to be Outsourced in 2024?

    IT and Software Development Services

    Every business today relies on software and IT. These businesses are also seeking better ways to cut costs without losing functionality. Costs for infrastructure, specialized talent, and cutting-edge technology will continue to rise, and in tandem so will the outsourcing of these services.

    Customer Support Services

    Customer support outsourcing has been a fixture in outsourcing for decades now, as customers demand better and more efficient services.

    Human Resources Services

    Talent acquisition can be a complex, expensive, and rather time-consuming process. This is another area that will continue to grow. As technology and access to technology increase, more people around the world have access to high-quality, equitable education. This will lead to more human resources being outsourced across the world.

    Digital Marketing Services

    Every business knows the importance of being visible across channels to their customers. With most of the world accessing the internet and using smart devices, businesses understand that digital marketing is a key marketing tool. Most businesses will choose to outsource these requirements to companies that can showcase expertise in digital marketing.

    Accounting and Financial Services

    Access to skilled, reliable, and trustworthy finance, and bookkeeping professionals is imperative for any business. From tax consultations, financial planning, budgeting, and everyday bookkeeping businesses prefer to focus on their core strengths and outsource such tasks to experts. This trend will also continue to grow in the years to come.

    Finding the Right Outsourcing Partner in 2024

    Keeping an eye on outsourcing trends is vital for businesses and outsourcing companies. You want to partner with an outsourcing service provider that has a pulse on future trends, and more importantly, is agile enough to adapt to these trends.

    Here are some tips for choosing the right outsourcing partner. They should have:

  • Experience in the industry
  • Pool of diverse talents
  • Various functions
  • Processes that are automated
  • Round-the-clock support
  • Flexibility and adaptability
  • Seamless integration into your current infrastructure
  • Advanced technology
  • Excellence in customer service
  • The final criterion is to choose a great outsourcing partner that will prioritize your business needs and objectives. These trends are likely to remain consistent well into the future. While there may be some shifts, technology, data, and cybersecurity will inevitably remain areas of focus.