The BPO industry is reputed for its ability and flexibility to re-invent itself. It is a leader of various business trends often helping to shape how other industries make use of latest technology and stay a few steps ahead of competition.
When technology is combined with BPO, you get a matchless combination that helps in gaining customer satisfaction. BPO software development is thus crucial. The following are the top technology trends in 2020 which is helping the BPO industry:
Role of Artificial Intelligence (AI)
Artificial Intelligence is an integral part of the BPO industry. As technology continues to improve, the continual movement towards AI and Automation seems to be inevitable.
Despite such inevitability, human input and productivity cannot be replicated by any machine. AI will work as companions to humans taking care of all tedious work and leaving them to focus on more vital areas of the business.
People have innate creativity and decision-making skills which no machine can replicate. Even with the progress of AI, human touch is still needed to make software useful.
Most firms rely upon cloud communication system for exchanging information without depending on enormous amount of data storage space. Because of emergence of cloud, businesses can enjoy cost reduction in workforce and infrastructure.
Cloud is becoming the standard with 94% of all firms using at least any one type of cloud services. Recent events like political strife and natural disasters have shown the need for extra layers of security and continual planning. Cloud offers both in a neat package.
Having access to data storage and limitless information over the internet enables BPO companies to provide better innovation and develop scalable business strategies. The BPO companies of today are more efficient for this reason and are embracing advantages of various kinds of cloud services.
Because of the growth of huge numbers of customers and their interests, companies have to maintain vast quantities of data. Storage of extensive data needs a quick and substantial framework which supports data without any potential risk of damage.
The BPO industry benefits as firms are depending on outsourcing data management services for managing data related issues. Such services permit managers and employees to focus on project-centric tasks instead of wasting time and efforts in handling data.
Social Media Management
The foremost objective of setting up a BPO unit for a firm is to address customer issues by meaningful interactions with them and using insights from data.
Social Media helps BPO’s to track a way to gain a closer look at activities of customers, so as to optimize services and contribute value to the business. These platforms also help companies understand the changing trends in customer behaviour.
Besides understanding interests of customers, social media has helped BPO’s to promote advertising and branding in a cost-effective manner. Companies striving or effective marketing find their solution in social media tools. Using social media is key to a BPO application development company.
Journey Mapping of Customers
This consists of tracking of customer interests through software. These applications monitor customer behaviour over time. From taking first call to delivering services, BPO’s create map of customers that can help in promoting growth and profits. Data captured by BPO can help businesses to optimize their services.
These are some of the BPO trends in 2020. It should be noted that technology cannot replace human efforts but works hand in hand with them.