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Trends Driving Evolution (Transformation) Of BPO These Days

by Abhishek Jan, - November 18, 2015

Trends Driving Evolution (Transformation) of BPO These Days

Increasing expectations from clients and technological advancements for better services have made solution providers revisit traditional models of outsourcing. 2013 evidenced numerous disruptive technologies owing to big data, cloud computing and mobility solutions. They had a significant impact on BPO solutions, starting with the process, pricing and service delivery.

Here are some trends expected to drive evolution of BPO these days.

Business process evolving as one service – Is this integrated Offering??

The exponential leap to develop cloud computing and use it for delivering outsourcing services helped BPOs to emerge as one service. BPO as a service is one versatile and flexible alternative to outsourcing. It enables solution providers to offer different suites of services and helps organizations become consistent, loyal and trustworthy with every vendor.

Mobility

The pace of mobility coinciding with tech-savvy contemporary customers demonstrates greater preference for multiple channels of communication. They are looking forward to personalized services. Hence, traditional channels fail to meet the highly nuanced expectations of modern customers. Most organizations are currently working towards CRM strategies involving multiple channels. The best solution providers create, implement, and optimize strategies for consistent quality in customer experiences.

Analytics

The 24x7 nature of customer support and multiple channels in use produce huge amounts of data. Fast-developing call center analytics can derive progressive understanding of available data, and that creates immense potential for any business. The best solution providers will probably adopt a wholesome approach to predictive analytics, helping organizations receive deep customer perceptions. It helps enterprises improve processes and products virtually in real-time.

Self-serve

More engagement and faster solutions through digital channels are some of the reasons why self-serve is popular. This empowers solution providers resolve multiple issues and provides ease-of-use and convenience, simultaneously reducing the organization's service cost.

New pricing models

When solution providers use cloud computing, new and flexible pricing models emerge. Solution providers offer tailor-made price structures that fit customer requirements with outcome-based and prepaid pricing. It helps gain outstanding traction. The pricing models remain aligned with business objectives of clients and help in moving towards a better customized and personalized pricing structure.

A contact center transforms from being an outsourcing service to a business enabler and frequently provides value enhancements and various innovations. Meeting contractual terms and service level agreements remain their prime business, however, going beyond KPIs and these metrics actually makes a call center much different from a BPO or BPM that's highly commoditized. An organization can reach its value chain and provide better business results through these metrics. The evolution of an outsourcing center into a knowledge faculty is something valued greatly by clients in partnership.

Author Bio:

Abhishek Jain, a veteran industry expert working with a prestigious outsourcing contact center, has been writing about industry technologies and their positive effects on organizations. Abhishek started out his career as a customer support executive, marking his entry in the customer service industry. He has a rewarding experience of working in various BPO industry processes for more than 10 years. Abhishek's unique passion for providing useful tips and information for customer engagement and customer experience reflects in his articles.



 
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