For decades, companies have turned to Business Process Outsourcing (BPOs) as a way to cut costs and create efficiencies. This is especially true in the call center space where the term “BPO” is often used interchangeably with “outsourced call center”. In the last few years, the call center outsourcing industry has seen revenues crossing $140 billion. This growth is expected to continue, with Cushman Wakefield predicting 6% yearly growth up to 2020.
At the same time, other major changes are impacting BPOs, namely: emerging technologies; a rising demand for re-shoring; and a surge in the number of customer communications channels used by businesses. A natural question that emerges from this scenario is: What will the BPO of the future look like?