The constant digitalization is revolutionizing the BPO industry, which is steadily expanding its horizons and adopting cutting-edge technologies to meet the constantly-changing expectations and requirements of GenX customers. Technologies like Artificial Intelligence(AI), Unified Communications, Cloud Communications, and Data Analysis are immensely uplifting the performance of BPO services, and, eventually, assuring better outcomes. The incorporation of AI in the BPO sector has made processes more efficient. It is being widely used for BPO processes that involve financial and account management, data analysis, and decision-making. Cloud-delivered data exchange and communication models like unified communication are being used to handle different types of communications like telephonic, audio/video/web meeting, unified messaging, instant messaging, voicemails, etc. Operating from a central hub, unified communication is enabling SMBs to manage their entire communication from a single location. As a result, businesses are no longer requiring in-house IT support staff for internal and external communications.
Cloud-based platforms are helping BPO companies to save up on heavy data storage centers setup costs. Also, cloud storage is ensuring the highest level of data security, the flexibility of storage needs, easy accessibility, and lower costs. With the help of advanced data analytics, BPOs are now able to extract accurate insights from surveys and reduce the chances of inept decision-making. Automation and AI-powered chatbots have brought significant changes in the BPO industry. Smart chatbots are being implemented to enhance customer experience by decreasing customers’ waiting time for query resolutions. Smart AI-powered platforms are capable of providing post-sales support as well. By adopting the latest technologies, modern-day BPO companies are thriving in today’s dynamic business environment. However, to correctly use the tools and reap the optimum benefits of technology, a BPO company must embrace a steep learning curve. Hence, the new-age BPOs are upskilling their workforce by using new training techniques. BPOs, these days, are providing their employees with a plethora of development opportunities, avant-garde training, and convenience. Call centers are introducing effective mentoring programs, conducting talent gap analysis, tracking their employees’ performance to fill crucial skills gaps, and training employees to properly handle new support channels. Such practice is considerably improving the service quality.
By adopting robotic automation, AI, and machine learning(ML), BPOs are helping their clients to reduce operational costs, increase productivity, curtail labor costs, and streamline their business processes. The new-age BPOs are ensuring scalability and trimming the need of maintaining employees for dreary, repetitive tasks, by offering Robotic Process Automation (RPA) services to their clients. Today, customers look for 24×7 support, and to ensure that BPOs are using AI-enabled chatbots, instead of making human agents work in different shifts. However, chatbots can only resolve basic, generic queries. When a customer comes with a complex issue, the chatbot transfers it to a human executive. Due to the advent of multiple communication channels like company websites, social media platforms like Facebook, chat platforms like WhatsApp, etc. people, today, are spoiled with choices. Customers, these days, look to communicate with a brand on a platform that is convenient for them. Also, many prefer getting the choice of seamlessly switching from one channel to another, without the need to restart the conversion or re-state the issue. Therefore, BPOs are offering omnichannel support to ensure a consistent experience through all the popular communication channels. Relevant data are being collected from these channels and the interactions coming from specific individuals are being easily identified. As a result, customers are getting more personalized support from the support agents, and brands are eventually gaining more loyal customers.
Summary
Eying the rapid technological evolution and constantly-changing requirements and priorities of customers, the new-age BPO companies are constantly upgrading themselves and investing in cutting-edge technology to thrive in today’s highly-competitive business environment.
