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Go4customer Blog

20 Years of Call Center Industry: Then and Now

Posted by Admin

For decades, companies located in the US and other European countries have been tapping on the potential of business process outsourcing (BPO). Previously these organizations delegated or contracted out their back-office operations to outsourcing units located in offshore locations like India, China, and other third world nations in order to minimize their overhead costs and streamline their operations.

However, with the passage of time, companies have become more business-minded. They are now capitalizing on the benefits of the specialized workforce employed by the call centers to get an unparalleled amalgamation of agility, quality, and efficiency.

In the early 1990s, the call center industry only represented voice-based processes that entail from setting-up, training, and supporting companies to maintain better quality and control over their offerings. By constantly offering these services for promoting its client's products and services, contact centers facilitated organizations to meet their business challenges in line with their anticipated needs.

Today, with new technological advancements the industry has undergone a complete transformation. Besides helping businesses in improving efficiencies and reducing operational costs, third party service providers help them in gaining a competitive edge by offering business and customer insights. This allows clients to gain high-end data analytics, perform better financial planning, and serve their clients in a better way.

As voice-based BPOs are getting muted, non-voice based processes are gaining popularity. This includes Knowledge Process Outsourcing (KPO) services such as human resource outsourcing, IT outsourcing, financial and accounting outsourcing, etc. Moreover, the industry experts project that the non-voice services market will grow further in tandem with traditional voice-based services.

A study by Business Line revealed that the BPO industry in India is currently pegged at $20 billion and contributes to about 1/6th of the total IT sector revenues. The industry is rising in concord with the Philippines outsourcing industry. In addition, research by Nasscom depicted that Business Process Management (BPM) is outlined as the future of the BPO sector.

Today, a range of services offered by the BPM industry consist of legal process outsourcing (LPO), research & business analytics, supply chain & procurement outsourcing, business engineering, medical process outsourcing (MPO), and knowledge process outsourcing.

Hence, the future of the outsourcing industry lies in providing integrated services to its clients as customers across the globe are striving to select the brands offering value-added services. This means the potential BPO models will cover a 360 degree revamping of existing processes to cover more niche markets by using collaboration tools like Enterprise Software & social media communication platforms to achieve service delivery excellence.

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