HRO Today December 2019 - 19
2020 Forecast
A Sneak Peek
A Sneak Peek
A Sneak Peek
Find out what's trending in six sectors of the HR services market based
on annual research.
By Gary Bragar
The HR outsourcing market is changing and the top
trend that has emerged this year across all HR service
lines is a focus on improving the user experience for
both job candidates and current employees. There is
a renewed commitment to making things as easy as
possible through the use of technology, whether it be
by adopting one integrated system for all HR needs,
improving ease of system use, or leveraging bots to
provide quick answers to inquiries, improving customer
service.
For example, one payroll provider has introduced
chatbots into its platform to enhance the employee
experience.
* In a chat box, an employee can ask any HR question
and get a response from a bot.
* If unable to answer the question, the employee can
opt to go to live chat.
* If still unable to get to a solution, the employee is
sent a link with the phone number to reach a service
representative.
And this evolution is only expected to continue in the
coming years. NelsonHall's global business process
services (BPS) market forecast for 2018 to 2022 reveals
the overall HR services market will grow at 6 percent
in 2019, reaching approximately $104 billion. A major
driving force of this growth is the shift toward digital
transformation, wherein more partners leverage
technology to redesign processes and improve the user
interface. Though outsourcing remains strong, more
buyers can afford technology-only solutions.
Below is a look at the trends by HR service line,
including some predictions within each for 2020.
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HRO Today December 2019
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