The BPO sector has been gradually expanding its limits while adopting newer technologies. The industry has evolved from being the support service provider to an entire support functions agency. The latest innovations impacting BPO have allowed the agencies to maximize their efficiency while optimizing their capabilities. Companies globally are experiencing outstanding outsourcing experiences due to technological advancement.
In this blog, we are going to discuss a few technological trends that are creating a huge impact on the BPO sector.
Table of contents
7 Technological Trends Impacting BPO
The paradigm shift in the BPO sector can be attributed to the adoption of the latest technologies, and going forward tech will play a vital role in shaping the future of the outsourcing industry. Now, let’s take a quick look at the top tech trends that are creating a positive impact on the outsourcing sector.
1. Artificial Intelligence
AI has already set a footprint in almost every genre of the industry including outsourcing. AI has enabled outsourcing agencies to reduce their operational cost while adding more efficiency to their service delivery. With automated systems, most of the support functions can be handled without any human intervention. With the help of AI, BPO companies include chatbots, robotic process automation, and various cloud-based tools which help in accelerating growth by achieving better results in the clients’ project delivery.
2. Omnichannel Across All Touchpoints
Omnichannel communication is the most commonly used technology that helps the outsourcing agencies to control all the touchpoints. Omnichannel helps the support agents to respond to the customer queries instantly while knowing the background history of the issue. This is one of the aspects that has revolutionized the world of customer support as BPO agencies can control all their communication channels with their clients at ease while offering a faster customer response.
3. Social Media Channels Are a Must
To respond to customer queries, outsourcing agencies must be proactive on the social media handles of their clients also. Most consumers nowadays prefer to reach their favorite brands through social media channels. Hence, BPO companies must formulate social media strategies for meeting the client demands as well as upholding their footprint in the online market. Social media platforms also help companies in understanding the changing trends in the industry and customer behavior.
4. Cloud Systems & Communication
Cloud-based communications have created a huge impact on the BPO agencies as it continuously increases their efficiency and accessibility. Outsourcing agencies are using cloud infrastructure for the storage of their data which is centrally located and easily accessible. There is no chance of physical loss of data due to human errors. These cloud data storages are highly secured, and the chance of data breach is minimal. Thus, businesses can easily enforce cost-efficiency, and the productivity of the workers also increases simultaneously.
5. Unified Communication
Unified communication commonly known as UCaaS solutions are considered the most commonly used communication delivery service among the BPO agencies. Unified communications include video conferencing, voice telephony, real-time messaging, audio conferencing, mobile applications, and so on. As UCaas solutions are very flexible and adaptable, business process outsourcing agencies easily incorporate them into their systems and experience an advanced communication system at a much lower cost.
6. Hyper Automated Systems
Hyper automated systems also known as smart automation help in time management by saving both company’s and customers’ time which brings down the cost. Smart AI-enabled chatbots are used by the BPO agencies to offer a better customer experience while responding to them faster than ever. The combination of automation systems and human supervision creates an incredible opportunity for outsourcing agencies to provide top-class service to their clients.
7. Big Data Analytics
Over time, the importance of managing data has been gradually increasing. However, the scope of the augmentation for the BPO services with the big data is also huge. Data analytics help to make sensible business decisions and improve customer experiences constantly. With the help of big data, businesses can get accurate data that helps in developing multiple facets of the business. Support service providers are utilizing big data analytics to serve their clients in the best possible way while utilizing their data accurately.
Key Takeaways
The above-mentioned technical trends are carving the landscape of the business process outsourcing sector. With the perfect blend of technology and human intervention, BPO agencies can achieve the most out of the technological trends that help them find new ways of delivering high-quality services to their clients in this pandemic situation. These trends not only help in achieving cost-efficiency but are also impacting BPO companies with dynamic growth. Trupp Global Technologies is a renowned BPO agency that uses the latest technology to provide high-quality services to its clients at a reasonable price.
