In its day, recent trends in technology that sparkle to the surface created a tremendous change in the outsourcing field. The BPO world has adapted faster to the advanced world of technology and started greeting the change enthusiastically to make operational delivery predictive and standardized.
The days of key stroke entry level work done by outsourcing sectors have long been fusty and now everything has been digitized. They attuned to it quickly so that the balance between both the client and the BPO providers will be better. This is a great change in the BPO world and the journey have been started to meet the requirements of the clients.
As compared to the earlier customers, the new age customers are more tech-savvy. A large part of this specific group of consumers hate to wait in queues and hence prefer automated systems. Automation has helped business to save time and focus on complex issues also address dissatisfied or annoyed customers, common queries are rectified through the automation. It has assisted to improve the agents’ productivity and improve customer satisfaction, which has made it a happy medium for both the call center and the customer. Technology has procured a lot of ease to both customer and business as, these automated services help the customers to find a solution to many ordinary queries in a very short period of time.
Growing technology and its impact on the BPO allows to have a clear understanding of the working tasks. Use of Big Data and thereby employing the analytic tools give a better business intuition of the type, frequency and toughness of a work which is coming in, and also how well and how it is addressed. This helps in the smooth – running of the operational delivery and meet the demands of the customers efficiently.
Presently, with current technology BPOs do not stick to the ancient phone calls to reach their customers, but instead use other modern technological channels like chats, video calls, mobile apps and the social media. At the present time, these are very powerful mediums to reach and interact with the customer and to quickly resolve their issues.
Sharing and securing the information has become a lot easier in this period of cutting edge technology, and all the attribute goes to cloud storage technology. It brings benefits not only to the customers, but also for the BPOs. Cloud storage extinguishes the need for large IT departments and servers which demands huge space and continuous supply of electricity, thereby reducing costs. Cloud storage is advantageous for BPOs go multi-location and virtual, and afford security of data.
With the rapidly growing broadband entry, even an organization offering process outsourcing in India can depend on wireless network technology and mobile gadgets to offer mobile-centric assistance to customers. Such a transformation will result in lower infrastructure costs, a pliable working environment for the workforce and more flexible bpo services for clients.
With customers relying on multiple channels to interact with sellers and service providers, BPO outsourcing services too will have to adapt to this change. Concentrating only on voice-based outsourcing services will not work at a time when more and more people are using social media to purchase products and services. Just as commercial organizations are using multiple channels to gain the customer attraction, BPO service providers too will have to make use of these new-age channels to offer more versatile services.
Changes in the business environment and the development of new technologies are supposed to influence the BPO industry in the future. While typical and conservative approaches may no longer be effective, an innovative company relying on versatile and agile strategies can experience faster and more sustainable growth.