Recent surge in BPO industry is the result of more customer engagement rather than the higher rate of growth in manpower, a study finds. To be precise, the BPO industry has seen tenfold growth in the past decade after shifting focus on operational activities that intensely involve customers. Today's customers are highly intellectual and they are aware of arrival and sustainability of brands in the market, letting them to participate in thorough interaction with companies via customer contact centers. Active participation of customers, of late, has transformed entire business process outsourcing landscape with customer engagement and customer experience are considering as fundamental yardsticks for witnessing business growth.
Networking Platforms Fuel Customer Engagement
With technological advancement in progress, the emergence of multiple networking platforms has enabled BPO industry to streamline communication process with customers. Organizations outsourcing their business processes expect BPO firms to optimize customer experience by sharing information covering every aspect of their products or services. This paves the way for customers to share their experience with their friends and followers linked to them through social media, micro blogs and a host of other networking platforms. Sharing views or expressing opinions can adversely affect or elevate the popularity of a brand depending on customers' experience with regard to efficacy and performance of products or services.
Customer Experience as a Key Growth Driver
No doubt, BPO industry perceives the significance of customer satisfaction as a driving factor for exponential growth. As a result, this industry concentrates on offering solutions that are tailor-made to cater to customer needs today and on keeping their offerings relevant tomorrow. This ensures to benefit customers and enables them to experience satisfaction with respect to products or services' efficiency, performance and pricing. In short, rich customer experience indeed provides impetus to business growth.