There are a plethora of reasons why business owners are outsourcing a part of their business to BPO companies. Every day we hear about a technology getting introduced in the market with a myriad of benefits. Technologies that are hovering over the business world and are having a great impact on businesses are Augmented Reality (AR), Artificial Intelligence (AI), and Robotic Processing Automation (RPA). And these technologies are guessed to remain in the market for a long time because of the unprecedented benefits that come along.
Cost isn’t the only reason why companies are renouncing the idea of setting an in-house call centre. But there are various other reasons including the latest technologies used in the call centres, proficient agents, well-equipped infra etc. that forcing business owners to hire a competent BPO service provider.
A few recent trends that are influencing BPO industry have been discussed below:
The emergence of new technologies
Over the years, businesses are experiencing a huge benefit from BPO industry owing to the stupendous service level and cost-effective solutions. Technologies like social media, automation, cloud computing, augmented reality, artificial intelligence etc. are becoming more popular among the BPO firms. These technologies are helping businesses to reduce cost and enhance business growth. The technologies are benefitting businesses in a number of ways- by improving the efficiency, productivity, quality and error-free work etc.
Therefore, this trend is supposed to remain and grow in the coming years as well.
Cloud computing
Due to a limited budget that small and medium-sized businesses have, these organizations aren’t capable of investing an additional capital in infra and human resources. Today, a great number of small and medium-sized businesses are using the cloud computing technologies for outsourcing a part of its businesses to other companies.
A report by RightScale stated that almost 95% of SMBs have adopted the cloud computing technologies to outsource their business.
Data security remains the top priority
For any firm, data security is the top priority and remains the top concern. A single data security breach can result a company into massive loss while rivals will achieve an inaccessible profit. As nowadays, businesses are outsourcing their full work to the consulting firm, company owners need to get an assurance of full security from the BPO firms. Call center service providers across the world are taking good care of this aspect by keeping the customer data safe from all sorts of theft and violations.
Improve the customer experience
Any business that is in existence is only because of its customer. No customer means no business. Therefore, it’s crucial to keep a constant check on the customer’s requirement and experience. A better customer experience means a customer will remain with you for a long-term. Retaining an old potential customer is more important than attracting a new customer. BPO firms around the globe are hence focusing majorly on providing a stupendous level of customer experience.
Higher efficiency and competence
The BPO companies in Australia are nowadays implementing various technologies and software within the firm that are extremely helpful in resolving customers’ queries in no time and without any hassle. The technical tools simplify the tech support for IoT enabled services which help businesses to produce higher efficiency and competence.
Outsourcing trends have changed a lot since new technologies have introduced. These technologies have completely changed the perception of outsourcing altogether.
