The global market for Business Process Outsourcing (BPO) will reach over $262 Billion in the next 5 years, so it’s important to recognize what’s propelling this industry forward. Outsourcing has always been touted as a cost-effective alternative for call centers, but advances in automation, big data, and cloud services, has made it even more appealing. Unless a call center can afford to acquire all of these resources, or create them in-house, BPOs offer a tremendous opportunity to harness their benefits without wasting precious time and money. However, as the industry adjusts to these technologies, the opportunity for error grows as well.
Whether you’re a BPO or a business looking to outsource, keep these 4 mistakes in mind when setting goals and expectations: Continue reading