According to Deloitte's 2024 Global Outsourcing Survey, 63% of enterprises plan to increase AI-assisted outsourcing services over the next two years, while demand for pure human outsourcing has dropped by 12%.
Trend 1: The rise of nearshore outsourcing. Due to geopolitical factors and rising costs, North American enterprises are shifting outsourcing from India to Mexico (reducing costs by 15-20%), while European enterprises are favoring Eastern European countries such as Poland and Romania.
Trend 2: AI + human-machine collaboration is becoming standard. For example, a UK financial outsourcer introduced an AI pre-screening plus human deep-processing model, lifting the first-contact resolution rate from 68% to 85%, while achieving 30% labor cost savings.
GlobalConnect's hybrid outsourcing solution combines AI voice bots with multilingual human agents, allowing clients to choose between an "AI-first" or "human-backed" model. Its eight global delivery centers cover multiple time zones, and all agents are equipped with real-time sentiment analysis assistance tools.