What a huge difference a few years make.
Not too long ago, we witnessed the start of the Business Process Outsourcing industry. It is currently the largest and fastest growing industry bringing in billions of dollars in revenue by supporting most businesses globally.
In the Philippines, the earnings from BPO services in 2017 amounted to US22.1 billion. It continues to grow at 9.6 percent year on year.
Today, this industry continues to thrive and evolve. As it is growing steadily, new BPO company trends are emerging which is continuously molding and changing the industry to be better.
Incoming New Trends
1) Utilization of New Technology
Social media is the new in. It has completely changed things as we know them. In marketing, for example, gone are the days when we relied on print media. Social media is the fastest way to get someone’s attention.
With nearly every household having at least one social media account and the majority of interaction is done through this platform, BPO companies are now investing in tools and capabilities that offer a wide range of social media management services.
They are also making use of robotic process automation or RPA to support tasks such as data entry as it brings enormous savings with the bonus of getting the job done expediently.
Another money-saving technique they are adopting is making use of cloud technology. Since not all companies have the resources to have top of the line facilities and infrastructure, they turn to cloud technology for operational sufficiency.
2) Data Security
Data breach, phishing incidents, identity theft cases are at an all-time high. Now, more than ever, BPO companies are making data security their top priority. They understand that safeguarding client’s sensitive information is critical to their success,
Heavy emphasis is given to threat intelligence, advanced security automation, and security analytics.
3) Importance placed on Multiple and Higher skills
With routinary functions now being completed through automation and chatbots, BPO companies are providing additional training and upskilling their employees to fulfill multiple and highly specialized roles such as accounting, web design, human resources, and coding.
They are now investing in training and development to impart new skills to their staff.
4) Startups Outsourcing to BPO companies
Starting a business nowadays is easy and with startup companies having access to all the best business practices online, they probably already have all the tools needed to succeed. And working with a BPO company will only make them achieve their goals faster.
So even if resources are limited, startups will jump and willingly take the chance of partnering with a BPO company.
The inexpensive labor cost and fulfillment of office tasks such as HR and payroll are an added bonus that allows them significant savings.
Select Voicecom is your professional call center in the Philippines. We offer a diverse portfolio of services such as customer service, technical support and helpdesk, business support services like telemarketing, lead generation, data mining, forms processing, claims filing.
With our expert management, highly skilled agents, and cutting edge technology, you can confidently shift your back office functions to us and just pay a fraction of what you are currently spending.
To find out more, contact us today and get your free, non-obligatory quote.