The outsourcing specialist aims to consolidate its position as an independent player in the mid-market and diversify its activities... An update from Youssef Chraibi, Chairman of the Outsourcia Group.
The Outsourcia Group has been engaged in an external growth strategy for several years now. What are your plans today?
After three acquisitions and establishments in Africa, we intend to continue diversifying our offer both in terms of outsourcing businesses and languages covered. In particular, we have greatly developed our offer for the medical market with our subsidiary Simplify, a leader in medical report writing (acquired in 2019), but also in telephone assistance for healthcare professionals.
You have developed a new activity with the integration of Robotic Process Automation (RPA) solutions, can you tell us more?
We have indeed developed a new activity involving the integration of Robotic Process Automation solutions (RPA application, which automates repetitive and time-consuming tasks), in particular for the financial sector, in partnership with the world leader Kofax. These include solutions for automating customer onboarding processes with the implementation of AI-based digitisation platforms, cognitive capture and electronic signatures. We have also developed a global offer to manage KYC (Know Your Customer) projects.
What are your development prospects?
We have had very strong organic growth of 18% in 2021 at constant scope. We remain very confident about the prospects for growth in the coming years due to the boom in remote services and the growth of the outsourcing market, given the advantages it offers in terms of flexibility and costs, particularly in times of crisis.
We can safely say that our sector is counter-cyclical. We currently have a new acquisition project in North Africa that will allow us to consolidate our position as an independent player in the top 3 of the Mid Market.
You have introduced teleworking in your customer relations centres in 2020 and have announced that you will maintain it beyond the health crisis... what is your assessment?
It is an indisputable success, which is the reason why we have decided to perpetuate this model of hybrid solutions combining face-to-face and telework. More than 30% of our employees have chosen this model, which has proved its worth in terms of maintaining quality, increasing productivity due to greater flexibility in planning and finally optimising our fixed production costs.
The pandemic was clearly an accelerator of this trend, which has now become a new standard of usage.
However, this does not apply to all projects, we have kept the face-to-face model, which is more effective in certain cases, particularly when sensitive data is involved or in sales operations where the emulation created on the work floor can give better results.
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