Since there are several attributes that keep on changing, businesses are always on their toes. Aspects such as political stability, dynamic market, business demands, and regulations keep the businesses in a constant state of motion. BPO sector is also not saved from the transitional trend. With the advent of artificial intelligence (AI), the dawn of virtual staff and the commencement of new hubs the call center industry is also changing.
The BPO call center industry has been witnessing quite a lot changes; mentioned below are the top ones:
The peril of artificial intelligence
We are already experiencing how AI is included in e-commerce and social media platforms. A chat box pops up when you visit an online store and an automated message with numerous options shows on your mobile/laptop screen. Even Facebook has incorporated AI in their messenger. Well, owing to the cost-effective nature and ease of operations businesses are moving towards artificial intelligence. The ability of these bots to go through millions of files and fetch the precise result and the competence to learn from the previous conversation is its ultimate USP. So, AI curtails the cost of office, hiring employees and other related expenditure.
Dawn of virtual and home-based experts
It is being speculated that in near future, technology may take
best BPO call center jobs, but, for time being outsourcing professionals are quite happy with it. With so much advancement in the call center technology and the inclusion of such impeccable tools, the customer experience has become much smoother and satiating. Also, technology is enabling experts to work from home without any hassle. Quite a few businesses are actually opting for this alternative due to its affordability. Along with this, the emergence of crowdsourcing daises such as Upwork and Freelancer has further added to the trends. These platforms have a combined share of 12% in the BPO sector.
India losing its prominence
With a lot of pan Asian nations such as Malaysia, Indonesia, Philippines and Sri Lanka jumping into outsourcing, the overall scenario for BPO sector is transforming quite vigorously. Not only this, even European nations such as Hungary, Latvia, Czech Republic, and Poland have entered the BPO sector. This is actually threatening the position of India as the global leader in the call center industry.
The rise of tier 2/3 cities in India
Most of the metro cities in India are witnessing a threshold of BPOs. Even the electricity and land charges in these cities are quite expensive to manage. Because of this, tier 2/3 cities such as Chandigarh, Nashik, Ahmedabad, and Jaipur are now considered as an alternative or a substitute for metropolitan areas. This is also affecting the BPO sector quite phenomenally as new cities mean more business opportunities, which, in return means, good times.
