How is the World of Business Process Outsourcing Evolving? - Kserve

How is the World of Business Process Outsourcing
Evolving?

The BPO industry has revolutionized the business landscape. Outsourcing is becoming
the first choice for many organizations to improve their customer experience and manage
their non-core functions. In fact, the Indian BPO industry is predicted to touch $8.8 billion
by 2025. Another research predicts that the industry will be driven by AI, digital services,
and RPA.
Let us begin by understanding how BPO’s performed and thrived when the world was hit
by the pandemic.
How Did BPOs Respond to the Pandemic?
The pandemic caused major disruptions across various industries, and the BPO sector
was no exception. However, even in the midst of challenges, many forward-thinking
BPO’s showed resilience. They looked at the disruption as an opportunity to future-proof
themselves and re-evaluate their business decisions.
They played a vital role in ensuring that businesses around the world could continue
interacting and transacting with their customers. Due to this, many organizations were
able to function in the middle of a lockdown.
The primary theme in their journey to evolve as an outsourcing provider were customer
experience, and technology. Call centers ensured e-commerce businesses ran without a
hitch, processed customer claims on time, and provided timely assistance to customers
across various industries.
By showing resilience during uncertain times, BPO’s are more prepared to handle
unforeseen events, have a better understanding of customer service trends, and have
become more technically advanced. So, in 2022, you can expect outsourcing providers

to be more capable of handling their client expectations. You will also witness
experienced BPO’s investing in innovative technologies and upskilling their workforce to
aid in their transformation.

Let us now look at how the world of outsourcing is evolving.

1) More StartUps Will Look for BPO Partners

We have witnessed a tremendous surge in small businesses in the last few years, as
every startup aims to be the next big thing.

However, starting small also means having limited resources, cutting corners to save
budget, and being under tons of pressure to succeed. Startups require an efficient and
cost-effective approach for their business needs.

With a limited budget to invest in resources, startups often rely on outsourcing to help
them gain access to skilled agents and technology at affordable costs and gain a
competitive edge.

Smaller firms are searching for experienced call centers in India to take care of their day-
to-day activities such as back-office support services, accounting services, lead
generation services, digital transformation services, and many more. In fact, 33% of
small firms and businesses look forward to outsourcing their services and gaining access
to flexible resources. This trend will show no signs of slowing down in 2022.

By collaborating with a specialized BPO partner to take care of their in-house operations,
startups are able to save on costs, focus on the core functions of their business, and
boost revenue.

2) BPO’s are Upskilling Their Workforce

As channels for customer support continue to evolve, the techniques of training agents
and methods to boost their skills are advancing. In the bid to scale the business of their
clients, and provide the best customer experience, BPO’s are becoming more strategic
and deploying effective techniques to develop the skills of their employees. They are also
abandoning conventional hiring techniques and focusing on providing their employees
with cutting-edge training and development opportunities.

Call centers are upskilling their workforce by instilling effective mentoring programs,
undergoing talent gap analysis, tracking the performance of their agents, and conducting
job simulations. By doing this, BPO’s can close critical skills gaps, train their agents to
handle new support channels, and significantly improve their service quality. By
upskilling, BPO’s are also able to understand their client’s goals better, identify the latest
support trends, and offer their clients a seamless customer experience.

3) Automation & AI are Here to Stay

In the current post-pandemic scenario, digital integration is the key differentiator for
businesses. The new-age BPO’s understand this and are developing their technical
expertise at a rapid pace to provide exceptional experiences to their clients.

The digital revolution towards robotic process automation, AI, and machine language
(ML) has made it possible for BPO’s to accelerate growth and deliver excellent results to
their clients. With the implementation of modern technology, BPO’s are able to help
organizations reduce operational costs, improve productivity, save on labor costs and
streamline their business processes.

For instance, by providing RPA services to their clients, BPO’s can ensure scalability and
free employees from doing repetitive tasks. Automation also ensures error-free
operations and processes information efficiently and accurately. BPO’s are also
providing AI-enabled chatbot services to improve customer service and provide 24/7
support on various channels.

4) Omnichannel Support is Gaining Traction

The arrival of various social channels and technology has made it convenient for people
to reach out to businesses. Today’s customer interacts with brands through live chat,
websites, social media platforms like Facebook, chat platforms like WhatsApp, chatbots,
and even online comments.

It is extremely important for brands to offer a seamless and consistent experience
through all these mediums of communication. To take it up a notch, businesses must
also collect relevant data from these channels to identify and recognize the interactions
coming from specific individuals. This can help agents offer more personalized support,
which can go a long way in creating a positive impression of the brand.

For the modern-age BPO, efficiently managing and offering omnichannel customer
support is becoming the priority. This, in turn, helps their clients stay relevant in today’s
competitive and dynamic environment.

Final Thoughts

The world is transforming at a rapid pace, and BPO’s are ensuring that they not only
keep up but also take charge, evolve, and stay at the forefront of technology. Proficient
call centers that stay ahead of the curve will bring immense benefits to their clients in the
form of optimized costs, satisfied customers, and enhanced revenue.

Collaborating with the right BPO partner will be the step in the right direction for
organizations and help them gain all the expected benefits and more. So if your business
is on the lookout for one, you have reached your destination.

Meet KServe! With over 18 years of experience in the BPO industry, we can help take
your business to the next level by providing quality outsourcing services. To know how
we can serve you better, connect with our experts today!