Customer service may have been the most common service to be outsourced by companies because companies, especially sales companies, highly value their customers. In any part of the globe, when it comes to customer service, companies really push for an outsourcing partner that will be able to assist them in providing exemplary customer service to their consumers. However, even if customer service has been one of, if not the most, in demand outsourced service by companies, times are changing and it seems that back-office outsourcing solutions, such as data entry services, is now gaining a fair share of attention from companies already.

With the Philippines continually betting on revenues and jobs from the global outsourcing market, forecasting a growth rate for this year of 20 to 30 percent, the country then needs to refocus its promotion direction to new markets like Europe especially with its main client, the United States’ increasing protectionist moves.

In a situation when all of the world’s leaders are talking about the recession that is being experienced by the world’s top economy the majority of industries already know what to expect. Economists predict that manufacturing will slow down and consumer spending and retail will reduce significantly. This would be the first instance in history when the outsourcing industry will be faced in a world (not just countries) that is in a recession as there is no historical record yet to draw comparisons.  Many developing countries including the Philippines are staking millions if not thousands of jobs on the continued growth of the industry.

Genpact, GE Money, HCL, Accenture, Citigroup Global Services, Wells Fargo, Avaya, and AmEx have established a new Indian association called Other Service Providers Association of India (OSPAI). India now has two associations, with NASSCOM being the most well-known and well-regarded offshore industry association.  Does this mean these large and respected outsourcing companies are unhappy with Nasscom, will others follow and try to form other competing association?