Ryan Strategic Advisory names 6 CX providers to watch in 2024
QUEBEC, CANADA — In a recent industry report, research and consulting firm Ryan Strategic Advisory spotlighted six customer experience (CX) outsourcing providers poised to make significant waves in 2024.
The Profiles in Emerging Outsourcer Success: 2024 report identifies these companies as key players due to their innovative approaches and exceptional service delivery.
These firms — each employing 40 to 400 agents — have been recognized for their unique contributions to the CX services market across Colombia, Ghana, Nigeria, the Philippines, Serbia, and the United Kingdom.
The report also discussed the critical factors behind their success, offering insights into their operations and strategic directions.
These are the highlighted firms and their achievements:
- BPO Global Services (Colombia): Under Andrés Arcila’s leadership, BPO Global Services has evolved from a modest 20-agent operation to a significant force in the CX domain, now boasting over 400 agents. The company has broadened its language offerings to include French, Italian, German, and Portuguese, catering to a diverse clientele across the USA and Europe. Additionally, it has initiated a social inclusion program in rural Colombia, enhancing job creation and living standards.
- eSAL (Ghana): Founded by Kojo Hayford, eSAL has emerged as a powerhouse in West Africa, providing services in English, French, and Spanish. The company’s growth trajectory has seen it expand to over 800 agents, with operations extending to Nairobi. eSAL’s commitment to transforming its young workforce’s lives has led to low attrition rates and commendable performance.
- NSourcing (Serbia): Starting with a niche in high-end luxury vehicle services, NSourcing, led by Marko Torovic, has diversified into ground transportation support. Despite challenges posed by the pandemic, the company has rebounded strongly and is on track to exceed 250 agents by the end of 2024, serving an elite clientele.
- Outsource Global (Nigeria): Spearheaded by Amal Hassan, Outsource Global taps into Nigeria’s educated workforce to offer technology-driven outsourcing solutions, particularly in healthcare, banking, and tech sectors. The company is rapidly expanding, with plans to grow its workforce to over 4,000 agents and introduce “AI as a Service” offerings.
- The Verity Centre (UK): Marianne Withers’ Verity Centre specializes in services tailored for the UK market, focusing on medical equipment, insurance, and energy infrastructure. With a team of around 40 agents, the company emphasizes quality outcomes and readiness to adapt to changing client demands.
- 247 Secretary (Philippines): Transitioning from a dispatch service to a full-fledged support provider, Nathan Muniz’s 247 Secretary has grown beyond 100 agents. Owning its facilities in the Philippines, the company ensures operational reliability and scalability and is strongly committed to community empowerment.
Sean Goforth, the report’s author and Director of Research at Ryan Strategic Advisory, emphasized each firm’s unique position in its respective markets and potential to disrupt specific verticals, technologies, or functions.
“The BPOs chosen in 2024 are true testament to the vigor and energy required to shake things up in the CX space,” Goforth added.
