This year’s Global Telecom Industry Survey addresses the topic of the outsourcing function in telecom. Is it gaining traction or becoming redundant? What factors does this choice depend on? What are the key requirements placed on outsourcing companies?
In an attempt to answer these questions, we turned to telecom carriers of all sizes and ages from EMEA, APAC, and the Americas. Nowadays, the market of voice and messaging services has long passed the phase of rapid growth and technological breakthroughs. Consumption of basic services is not in high demand anymore, and clients switch easily between telecom vendors. It seems only logical that in such circumstances carriers should be willing to outsource the routine side of business and focus on customer relations instead.
And yet, when asked directly, the majority of respondents are not ready to outsource their business functions. Only 13% of respondents react favourably to this idea, while twice that amount (26%) say that they already have an outsourcing partner. Besides, another 13% believe that technical and NOC issues could be outsourced. As a matter of fact, these two business functions appear to be the most favored for outsourcing with 43% and 39% of all votes.