Role of fundamental modifications in the BPO industry

Posted by Alexis Powell on April 18th, 2017

Business entities all across the globe rely on BPO companies for smooth functioning of their operations. However, with the continuous advances in technology, the market dynamics are changing quicker than what many managers would like to believe. In order to make sure that our business processes are being serviced o time and under a pre-specified budget, it is pivotal to keep a tab on the recent changes in the BPO industry, especially when we talk about how the recent trends in Information Technology are playing its part in revolutionising the sector.

The increasing role of IT in BPO

For a long time, BPO companies have used IT to make the business enterprises more efficient and cost-effective. However, recent drifts have showcased that IT is no longer just a tool for effective BPO operations; it has now emerged as a gigantic part of the industry itself. It has helped many business units to make rapid strides in areas where an inbound call is paramount to their success. Despite the fact that process automation, cloud computing and business analytics software have been in the market for years, they have now started to play a major role in increasing the value of their businesses.

BPO companies are exploring different horizons

With the availability of technology at cheaper rates, it spells more competition in the marketplace. It is because of this growth in competition, BPO companies have this need to stay attractive for upcoming and established business units. Hence, BPO companies have been tasked with adding more value to their current set of service.

Offering a full suite of services like inbound call, outbound call and social media services has emerged as one of the strongest trends to emerge in the BPO industry. With the evolution of cloud and automation technology, small and mid-sized BPO enterprises are finding it much easier to service their clients of all sizes rather than just focusing on the ones with bigger pockets.

A closer insight into the BPO relationship

There used to be a time when business entities only outsourced their “non-core” processes in order to become cost-effective. As BPO companies proved their efficiency, businesses have also come to a realisation that they require more of the same quality. The big identifier is that whether or not these companies want to trust a BPO company with their crucial data.
In brief, the BPO company responsible to attending to an inbound call and for making an outbound call is able to increase the value of a business while doing the majority of the “groan work” will witness more processes getting transferred in the long-run. This, in turn, means that moving forward, establishing a positive relationship with clients being able to maintain that level of connection is more vital than ever before.

Let us now discuss some of the BPO trends that are catching up quickly:

• Cloud migration

In this era of globalisation, operating in cloud has almost become essential to the functioning of a BPO. Not only does the cloud operation allow the inbound call centres to cut costs, but the collaboration it enables has become worth its weight in gold. The more, BPO companies are able to make the switch to cloud technology, the more they will be able to create a more efficient work environment while also offering a higher level of transparency.

• Collaborative design
Business entities are constantly on the lookout for BPO companies that are able to meet and collaborate, whether digitally or face-to-face. In earlier times, it was a standard practice to simply imitate the processes demonstrated by other BPO companies, but, the times have changed drastically as companies now look to partner with BPOs that are constantly looking to innovate in their current processes.

• Quality over cost-efficiency
A BPO company proficient in attending an excellent inbound call, with better employees is more likely to be trusted over those that are less expensive. Despite the fact that BPO industry started as an effort to cut on costs, outsourcing crucial processes can sometimes turn out to be a costly affair. Many of the businesses entities have started to look at outsourcing as a quality oriented decision and not a cost-effective one.