The business Process Outsourcing industry has rapidly developed, evolved, and embraced the latest technology. With the introduction of new economic policies, emerging technology and advanced job descriptions for BPO professionals, further predictions for future growth are apparent. Varied MNCs are now looking to outsource BPO services to popular call center outsourcing destinations like the Philippines, India, Albania, Jamaica, and even the US and UK.
The BPO sector is constantly fueling itself with advanced tools and problem-solving strategies. There are top 7 trends that will be the flag bearer of the BPO sector in 2021. Take a look.
- Smaller teams more agile businesses
The year 2020 has taught us important business lessons. Now companies know the pros of working in small teams. They outsource most of their non-core functions like answering services, skip tracing support, customer care, telemarketing, live chat support services, and so on. With large companies reducing their internal workforce, the need for outsourcing agencies is increasing.
By outsourcing repetitive and domain-centric processes, organizations will function better with stakeholders and focus on business development. The introduction of various compliances has made it easier for organizations to trust call centers. Most BPOs are emphasizing improving data safety measures that will stir more confidence.
As it is said, every crisis comes along with opportunities; COVID-19 made business more agile with remote working and smaller teams.
- Remote working will be the new normal
The impact of COVID on businesses was microscopic when it first hit. But with time, the pandemic took a devastating turn, and the global economy started to fall. It is only in the last few months that the economy started picking up. Why? Because by today most companies have adapted to the new-normal ways of doing business. Organizations have resumed working from home as the COVID-19 virus shows no signs of stoppage. This has pushed BPO leaders to reform and introduced processes that support remote working. Today, inbound / outbound call center services ensure business continuity in a remote working environment.
- Robotic automation and Artificial Intelligence
Call center outsourcing sector is greatly reliant on cutting-edge technology to meet process efficiency and excellence. From chatbot-based live chat support services to voice automation, call center technology has helped BPOs handle repetitive and tedious tasks more efficiently. Robotic process automation in the healthcare industry is introduced to ease the burden on healthcare staff. Healthcare BPO providers are also leveraging AI and automation to enhance data confidentiality, improving revenue cycles, and offer more improved services.
- Experts from different corners of the globe – under one roof
Large MNCs and blue-chip companies look forward to outsourced BPO services because they get expert services under one roof. BPO companies are now hiring the best employees from across the globe. With work-at-home coming to the forefront, the boundaries have opened for BPO recruitment. They hire the best agents for BPO voice process so that the best support is just a call away.
Companies can save on the cost of recruitment, hiring and training best employees. There will be no accountability for employees’ travel and safety. Call center outsourcing can lead to bigger savings and give access to proficient services instantly.
BPO companies will follow suit and have employees that are skilled and well-educated.
- Greater usage of social media management in BPO
For businesses that need B2C support, like eCommerce and retail, social media management is essential. Social media stands out as one of the most well-paid and significant business tools. Usage of social media in the BPO sector is not widely seen. To create customer engagement and understand customers better, eCommerce call center provides social media management as a service. It gives businesses a cost-effective and efficient way to understand the pulse of the target audience.
- Powerful communication tools & omnichannel solutions
One of the top BPO trends for the year 2021 is more robust communication. Tools and omnichannel solutions that facilitate seamless communication are high in demand. Omnichannel system in BPO leads to unified communication across all channels.
The omnichannel communication benefits both BPO and customers as it improves CX.
- Increased transparency in BPO-client relations
Transparency is the key to business success. When a business outsources a service, they want to get a clear picture of how the BPO performs. Thus, in 2021, the BPO sector will invest more towards workforce management systems, CRM solutions, performance trackers, call center outsourcing metrics, and other tools that bring transparency in a business partnership. Besides, transparency in BPO non voice process and back-office services, pricing and policies, SLAs, and contracts increased to gain trust and ensure satisfaction.
Outsourcing and partnership are all about trust. BPO trends shaping 2021 are intended to make the services more efficient, advanced and customer-centric. Fusion offers transparent BPO services to its clients for every industry vertical, ensuring greater trust and better performance.