In 2024 we shared our predictions for how the global outsourcing landscape would evolve. Now, as the new year dawns, it’s time to assess how these trends played out.

As it turns out, we hit the nail on the head with many of our predictions. Here’s a detailed look at how the outsourcing trends of 2024 unfolded, and where the industry is likely headed in 2025 and beyond.

A Healthy Yet Fluid Outsourcing Market 

Expectation 

We predicted that 2024 would see strong growth in outsourcing. We also anticipated a high degree of movement and provider switching as companies sought better value, innovation, and partnerships beyond the lowest-cost option. 

Reality 

As expected, we saw strong demand for outsourcing across industries last year, and our prediction of fluidity was spot on. Our 2024 State of Outsourcing survey revealed that 60% of companies who utilize outsourcing were either open to or actively considering switching vendors — even those who were satisfied with their current provider. 

At SupportNinja, we’ve seen increasing inquiries from companies looking to replace existing providers. In 2024, clients sought outsourcing partners capable of delivering not just cost savings, but true value, and alignment with their strategic goals. 

Looking Forward 

This trend is here to stay. As uncertain economic times linger and companies strive to squeeze the most value, innovation, and efficiency possible out of their vendor relationships, we believe companies will continue to hunt for better options.

Our research also found that cost savings no longer convince companies to stay with an outsourcing partner — quality matters as much, if not more, than price. While chasing the lowest-cost option may yield short-term gains, it often results in hidden fees, poor service, strategic misalignment, and missed opportunities for meaningful innovation in the long run. 

We expect 2025 to follow a similar path, with more and more companies prioritizing providers who can align with the KPIs that matter most, deliver innovative solutions, and offer reliable, skilled teams. 

Consolidating Vendors Through a One-Stop-Shop Approach 

Expectation 

We anticipated a growing inclination toward vendor consolidation, with companies looking to outsource multiple functions to a single provider for streamlined communication, operational efficiencies, and greater value. 

Reality 

This prediction undeniably held true. Businesses increasingly gravitate toward outsourcing partners who can serve as a one-stop shop. We observed this trend firsthand with the rising demand for full-lifecycle CX services and created a suite of offerings specifically to address that need.

In 2024, companies expressed a desire to simplify operations, reduce handoffs, and deepen relationships with a single, highly capable outsourcing provider. Rather than juggling multiple siloed vendors, they sought teams capable of seamless collaboration across departments. 

Looking Forward 

Vendor consolidation will likely become even more prevalent as companies pursue efficiency and integration. Consolidation simplifies day-to-day operations and fosters deeper partnerships, enabling providers to deliver not just reactive support, but proactive solutions that are aligned with short- and long-term strategies. 

Rising Demand for Specialized Skills 

Expectation 

We predicted an increase in companies outsourcing to access specialized skill sets as the job market grew increasingly competitive, budgets tightened, and customer expectations continued to rise. 

Reality 

Last year affirmed the increasing need for specialized talent not often available in-house. In 2024, outsourcing wasn’t just about scaling operations — it became a strategic solution to fill skill gaps. 

Factors contributing to this trend include:

• Increased need for skilled labor during more hours of the day.
• Severe talent shortages in areas like accounting, where shortages squeeze a limited talent pool as many professionals retire and fewer students enter the field.
• Higher customer expectations necessitating a full-lifecycle CX approach, which requires more resources than many companies have available in-house. 

Looking Forward 

This trend isn’t just continuing — it’s accelerating. Companies now require flexible, high-skill solutions adaptable to diverse challenges. 

As long as talent crunches and demand for consolidated services persist, businesses will require specialized talent to fill in gaps for existing teams.

Strategic Shifts in Tech Outsourcing 

Expectation 

Within the tech industry, we predicted a shift from “growth at all costs” to smarter, sustainability-focused strategies that emphasize profitability and efficiency. 

Reality 

This prediction aligned with real market adjustments. High interest rates, economic uncertainty, and frequent layoffs forced tech companies to lower burn rates and emphasize customer retention over aggressive expansion. 

Non-AI startups struggled to secure venture capital funding, with most VC investments flowing into AI-focused solutions. This forced businesses to double down on efficiency and strategically leverage outsourcing to support scalable, sustainable growth. 

Looking Forward 

Although interest rates may decrease in 2025, economic uncertainty is still a significant concern, particularly with global conflicts and political shifts in the equation. 

While AI will remain a prominent area of VC attention, other tech companies must realign their priorities, incorporating outsourcing into strategies around profitability and customer satisfaction. 

AI in Outsourcing: A Double-Edged Sword 

Expectation 

From chatbots and intelligent call routing to feedback analysis and content moderation, we predicted that AI would become a vital component of CX. We also acknowledged its challenges, particularly around finding a balance between human- and AI-driven processes.

Reality 

Many companies explored using AI in some aspect of CX, with some believing it could eliminate entry-level customer service roles or drastically reduce friction. However, despite billions of dollars in investment, the reality has proven far more complex:

• Customers are less happy with CX today than they were three years ago. 
• Relying too heavily on AI can backfire, and missteps in AI application have even led to significant reputational damage for some brands. 
• AI fatigue is on the rise, with 59% of consumers agreeing that companies have “lost touch with the human element of customer experience.”
• AI implementation often requires more time, effort, and expense than companies initially anticipate.

Overall, 2024 revealed that AI isn't a cure-all. It requires high-quality data, careful training, and ongoing adjustments to deliver meaningful results.

That said, AI offers undeniable benefits when applied thoughtfully. Companies that find this balance can enhance quality assurance, scale operationally with greater efficiency, and protect employees from burning out on particularly challenging tasks, such as content moderation.

Looking Forward 

Gone is the "shiny and new” feeling of early AI. Many AI projects are beginning to fail, largely due to insufficient preparation or unclear goals.

Moving forward, companies will likely approach AI with greater intentionality, placing greater emphasis on refining datasets before deploying new solutions. 

What Does 2025 Hold? 

If 2024 taught us anything, it’s that the outsourcing industry is highly dynamic. At SupportNinja, we’re already anticipating what lies ahead. New opportunities, innovations, and challenges are on the horizon — and we’re ready to help you adapt.

Curious how outsourcing can drive growth for your business in 2025? Contact us today to discuss your next steps.