Centralization Rising in Contingent Workforce Management Outsourcing Service Delivery | Market Insights™
Contingent Workforce Management
Contingent Workforce Management
Leading service providers have announced a significant portion of their roles will shift to a work from home (WFH) model. While many organizations allowed WFH as a temporary solution during the crisis, its likely it will become the norm for many roles. In this session Everest Group will share the latest research on market trends as well as guidance to prepare for the “Next Normal” in service delivery. We will discuss:
Thursday, October 7-9, 2020; 1:30 PM – 2:00 PM ET
Live, virtual event
Chief Research Officer
90-minute virtual roundtable on Wednesday, June 10, 2020, 11:00 a.m. – 12:30 p.m. ET
The COVID-19 crisis has forced organizations to reevaluate risks across locations and the supply base. Do you know where to start?
In this interactive session, we will discuss common risks in services sourcing across locations and service providers. We will cover tactics to measure and mitigate risk. Topics will include changes in approach to risk management during the COVID-19 pandemic.
Global services, procurement, VMO and outsourcing executives of enterprises wishing to learn more about locations and service provider risk management in services sourcing.
This session will help participants consider options to broaden their monitoring and mitigation activities related to location and service provider risk, and share experiences to date.
While there is no charge for these sessions, the price of admission is participation. These sessions are most successful when all attendees are prepared to share their experiences with colleagues at other enterprises.
In support of this objective, participation is limited to senior executives within enterprises (no service providers), and each attendance request must be approved by Everest Group to ensure an appropriate size and mix of participants. The 90-minute session includes introductions, a short presentation, and 60 minutes of facilitated discussion.
60-minute webinar held on Tuesday, February 4, 2020 | 9 a.m. CST, 10 a.m. EST, 3 p.m. GMT, 8:30 p.m. IST
Changing expectations for how Global Business Centers deliver value and innovation, combined with the increasing adoption of intelligent automation technologies, are dramatically impacting the talent equation across shared services and outsourcing activities.
To address these challenges, this session will provide you with actionable insights on related topics, including:
We will answer the following questions:
Who should attend and why?
This webinar will provide leaders of Shared Services, Global In-house, and Global Business Centers with critical insight around current vs. future talent needs, how best to navigate shortages in skilled talent, and key takeaways from best-in-class talent management practices.
Can’t join us live? Register anyway!
All registrants will receive an email (typically within 1-2 business days of the live delivery) containing the link to session slides and on-demand playback. In addition, we’ll also provide details on how to take advantage of a special offer to be made during the live delivery.
Numerous locations in the Middle East and Africa (MEA) are emerging as upcoming destinations for global services delivery. Several multinational companies have set up their centers in the MEA region to deliver services to Europe and North America, and tech giants including Apple, Facebook, Google, Microsoft, and Uber are leveraging it for global services delivery.
What’s the appeal?
There’s been a consistent increase in the pool of entry-level talent and experienced professionals with domain-specific skills. Egypt is the leader in the region; due to various government measures to improve education quality and a significant rise in contact center operations in multiple languages, including English, French, and Arabic, the country posted an enormous 35 percent increase in the headcount for global services exports in 2018.
There’s also been a considerable rise in R&D centers and Centers of Excellence (COEs), where talented professionals with relevant and often advanced technological skill sets work to develop state-of-the-art solutions.
Because there’s a relatively large population base, limited jobs, and high unemployment rates throughout much of the region – for example, South Africa is at 27 percent and Nigeria is at 23 percent – organizations can procure talent easily and train the workers as per their specific business needs.
Some of the countries in the MEA region offer highly attractive cost arbitrage compared to source geographies. For example, Egypt, Nigeria, and Kenya come in at 70-80 percent less (although Nigeria and Kenya are primarily leveraged to serve domestic markets), and South Africa (for non-voice F&A) and Morocco (for voice-based services) offer cost savings of 40-60 percent over source geographies.
Proximity with various European countries is a big selling point of many African locations. For example, because Morocco offers both cultural and geographical proximity to France and Spain, companies are increasingly leveraging it for French and Spanish voice-based business process services. Because the English language was introduced by British colonists, and because there’s shared cultural affinity, South Africa is becoming a popular destination for voice-based services delivery for U.K. companies. Additionally, because most African countries share similar time zones with Europe, delivery and client teams are able to collaborate in real time, thereby, optimizing work in both the geographies.
The map below highlights key locations leveraged by global enterprises and service providers for global services delivery. While the emerging locations house 20,000 to 100,000 FTEs across global services, nascent locations employ less than 20,000 FTEs in this space.
For a detailed view of each of these locations, please read our latest Location Spotlight reports. Each report analyzes the individual country’s global sourcing profile, key opportunities, drivers, challenges, talent and skills availability, financial attractiveness, and environment risks.
The Global Services Market: Breakdowns by Function and Sourcing Model