For decades, companies have turned to Business Process Outsourcing (BPOs) as a way to reduce costs and run more efficiently. This is especially true in the call center space. In fact, the term “BPO” is often used interchangeably with “outsourced call center”. A recent report indicates the demand for BPO services will grow annually by 6% until 2022.

One of the things that make the BPO industry so fascinating is its sensitivity to a broad range of economic and policy trends. Something that might seem irrelevant to call centers can have, as a second – or third – order effect, a real impact on BPOs. Here are 3 issues we’re watching, as they relate to offshoring: one that makes the case for offshoring stronger (“for”), one that makes the case weaker (“against”) and one that is, at least for now, “neutral”. Continue reading →