BPO, or business process outsourcing, is the secret weapon of brands across the globe! By outsourcing certain facets of your business to dedicated and skilled professionals, your business will enjoy a more organized and streamlined performance, leading to happier customers, a better work-life balance and an improved reputation across your industry and client base.
While BPO has been around for a long time, it’s a field that’s always adapting. After all, the world of business has an ever-changing nature, and that’s reflected by whichever business process outsourcing trends emerge over time.
2022 is a unique year, both in terms of business and global affairs. Business process outsourcing trends confirm that as society naviages the long-term effects of major events like Covid-19, it’s made a difference to the way companies operate, what customers expect from their services and the forms of technology available to brands. This has led to exciting new BPO industry trends.
At TeleDirect, our fingers are always at the pulse of the BPO industry, especially when it comes to call center outsourcing trends! Here, we’ve compiled some of what we consider to be the biggest and most exciting emerging trends in the BPO industry. You can also contact us at (800) 776-1081 for more information on how we can use BPO market trends to help YOUR business grow.
What is BPO?
BPO refers to the collaboration that takes place between a company and a third-party organization that they’ve hired to perform specific tasks or facets of their operation. BPO services span across all types of industries. Whether your company needs expert help in payroll and billing, PR and advertisement or technical customer support, BPO is your answer.
The Top BPO Industry Trends 2022
This year, plenty of exciting BPO trends have popped up across the business world. We expect that the following ones will remain relevant throughout the decade ahead.
Dedicated Call Centers by Industry
In this day and age, people expect convenience, flexibility and constant availability when investing in a product or service. This translates to hundreds of scenarios: customers expect the ability to book a flight at midnight, troubleshoot a dysfunctioning product after business hours or dispute a fraudulent payment on a Sunday. This is where call center outsourcing comes in.
You can’t expect your team to be on-call 24/7; instead, let a dedicated call center service take on that responsibility. A good company (like TeleDirect) has dedicated services for all sorts of industries, and will work with your team to create a customized contact center your clients can depend on.
Cloud tech has been around for years, but in 2022, the market for it has skyrocketed, thanks to the continued popularity of paperless business and remote work–it’s a notable emerging trend in the BPO industry. With cloud technology, everything from file-sharing to storage is streamlined, accessible and more user-friendly than ever before.
Cloud tech is also great news for companies that outsource facets of their business—when file storage and sharing is so seamless, it’s easier to keep your third-party teams fully equipped to perform every necessary task.
One of our favorite emerging trends in BPO is thanks to rising popularity of remote work. This trend really began back during the early days of the pandemic, but we’re glad it’s sticking around. While in the 2010s, BPO services were often local providers who met businesses in person, we’re taking a different approach in 2022.
As the lockdowns demonstrated, great business can be conducted from anywhere. Now, companies are reaching beyond their own backyards and investing in companies across the country (and even the globe) to find a third-party service provider that best suits their needs.
Whether you want live call center agents who follow specific scripts or need help navigating specific apps related to your industry, you’re in luck. In 2022, customized services are an increasingly common choice among BPO providers. After all, one size does not fit all!
Integration of AI
Artificial intelligence (AI) isn’t just a trend—it’s the only way forward. These days, it’s impossible to see a business model without some implantation of AI—and that translates to the BPO industry. In 2022, BPO providers utilize AI for a number of services, like data entry. We expect that trend is here to not only stay, but grow.
Not all companies are created the same. In 2022, we know much more about the importance of security, particularly cybersecurity. Now, we’re well aware of how easily data breaches can happen and just how much havoc they can wreak. This is why one of the most important BPO industry trends of 2022 is to take cybersecurity seriously.
Get to Know More About Emerging Trends in BPO!
At TeleDirect, we’ve been offering call center BPO services to industries across America for over 20 years. Over those two decades, we’ve evolved alongside countless BPO industry trends, and we always move in the right direction! Our call center services span from inbound and outbound solutions and reservation services to lead response management and a dedicated call center platform. We have everything you need to remain within current BPO market trends and offer your customers the best possible support and communication.
Ready to get started? Check out our \ for a taste of what we do and read our blogs for some insider information on specific industries. When you’re ready, call (800) 776-1081 for a personalized quote. We’re eager to meet you and show you how TeleDirect can satisfy all your BPO needs.
Smitha is the CEO and CFO of TeleDirect. Smitha obtained her license as CPA in 2007 from the California Board of Accountancy. Smitha is a results-driven leader with a proven track record of driving profitability and growth. With over 20 years of experience in business and finance, Smitha’s expertise in developing and implementing strategic plans has led to significant improvements in customer satisfaction, employee engagement, and operational efficiency. Smitha’s expertise in financial analysis and strategic planning allows her to develop innovative solutions that balance the needs of clients, employees, and shareholders. Smitha is passionate about building strong relationships with clients and fostering a culture of excellence that empowers employees to deliver outstanding results.