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Go4customer Blog

Changing BPO Landscape


Business process outsourcing industry has witnessed numerous seismic changes within a short span of time. This transformation is mainly driven by technological advancements, economic depressions, and financials risk appetite faced by countries across the globe.

At present, the industry is yet again at the inflection point. This is because the total number of businesses who have incurred expenditure on outsourcing industry has exploded. Simultaneously, the availability of funds for experimental projects has plunged.

In this light, it is inevitable for companies to look for an efficient outsourcing model that automates their existing processes while trimming down the total cost of ownership. This blog examines the history of call center industry, identify the current trends, and propose a right approach for a better tomorrow.

Outsourcing has eventually amassed significant momentum besides carrying a negative baggage. Traditionally, the industry was recognized as a major force for driving down variable costs and streamlining back office operations. The companies previously outsourced their functions to service providers to leverage their manpower efficiency and process capabilities.

Over a period of time, organizations started equating business process outsourcing with process automation and customer satisfaction. Currently the services are defined as the process of transferring internal functions to a reliable outside vendor to enhance customer experience with the brand. 

According to a research conducted by a leading research house, India is considered as a major outsourcing destination. The country is pegged at nearly 37% of the total BPO market worldwide. The US$20 bn market is projected to grow at a compounded annual growth rate of 16% for 2014-2015 financial year due to exceptional services offered by the third parties. Other factors include:

  • Multiple language proficiency
  • Rising demand from enterprises across the globe
  • Round the clock customer support
  • Strict adherence to the standard regulatory frameworks and global policy norms

In the future, the clients are expected to demand more innovative services from the service providers. It is projected that the demand for industry specific solutions; including big data analytics, business process automation & re-engineering; will form the base of outsourcing industry. This will push more business from onshore locations to captive centers located in the emerging markets.

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