• 3,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

News » Fintechs increase outsourcing utilization by over 40% — TDCX report

Fintechs increase outsourcing utilization by over 40% — TDCX report

Fintechs hiked their outsourcing investments by over 40% — TDCX report

MANILA, PHILIPPINES — Fintechs have increased their utilization of outsourcing by 40% in the last fiscal year to fill talent gaps in key areas, such as customer service, software development, and tech support.

According to a report by outsourcing firm TDCX, the average number of outsourced staff per fintech now equates to a full-time equivalent (FTE) of 104 workers. 

Over the next two years, TDCX predicts that these firms will outsource more of their customer experience (CX) operations. Over one-half of fintechs will outsource chat support, while 50% will outsource AI development and tech support. 

As for outsource spending, the report revealed that large organizations raised their budget by more than 65% this year and plan to do so by another 21% next year. 

Payments and investment firms use CX outsourcing to catch up as they invest 4.5% and 4.3% of their budgets, respectively.

Trading firms, however, the least mature in CX, invest relatively little — 1.5% in the current fiscal year — in CX outsourcing. 

TDCX provides transformative digital CX solutions by harnessing technology, human intelligence, and its global footprint. The firm ranked 31st on the Time Doctor OA500, an index of the world’s top 500 outsourcing firms and a vital tool in assisting the BPO decision-making community.

Start your virtual
journey today

  • Independent
  • Free
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO)

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between Philippines outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 4000+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.