Not that many experts think that business process outsourcing has a bright future. But despite the bad looks that BPO has been given, this industry continues to grow bigger and bigger. It may seem like a phenomenal event but taking a closer look, you will realize that its growth is due to the hard work of the people in the BPO industry.
Compared to other industries, people in the BPO have anticipated the challenges and emerging trends earlier making it possible to create new innovative strategies that largely contribute to its survival and amazing growth.
Although the future for this industry looks promising, there is no time for taking quick rests since the environment for this kind of business is rapidly changing. This is due to the fact that newer concepts and technologies are being developed.
These are also the reasons why the BPO industry is regularly checking out for new service delivery systems and customer management to keep up with the fast growing pace as well as satisfy the clients” expectations. With the constant perseverance of the people in the BPO industry, they have achieved this goal and as evidence there is now what is called BPO 2.0.
BPO 2.0 was developed for the satisfaction of customers. This system has succeeded where other industries have failed. It focuses on the utilization of advanced technologies that are cost-effective. With the deployment of BPO 2.0, the BPO industry in India has achieved the goals of the system which is reducing operational costs and improving quality as well as efficiency.
These two objectives are very important since customers are becoming more demanding and will not be satisfied with mediocrity customer services. Also, reducing costs have become a big issue because of the rising competition in the BPO industry and because companies are starting to reduce the budget for outsourcing. This is the reason why outsourcing hubs in India are forced to reduce cost expenditures.
For now BPO 2.0 has been implemented mostly to call centres industry in India but given the benefits that this new scheme can give to other outsourcing industries, it is not impossible to assume that they may follow suit in the future – implementing the BPO 2.0 methodologies and schemes.
But before this could happen, other outsourcing industries should re-evaluate their existing strategies. Also, it is important for the companies to prepare themselves for any possible changes that might occur when implementing BPO 2.0. This will affect the infrastructure of the company which in turn would require increased participation of available human resources so as to be able to support the new inputs as well as the advanced technologies under BPO 2.0.
The future of the business process outsourcing industry is quite bright. But this does not mean that challenges and hurdles along the way do not exist. One thing is for sure though and that is BPO 2.0 will stay because of the fact that it is a comprehensive service delivery system and customer management. This is good news for companies that have implemented BPO 2.0 and to those who are in the process of shifting.
For those who still have apprehensions with the business process industry. Statistics and facts will tell you that the BPO industry indeed is still on the rise and will continue to do so in the future.