There is no doubt that there were several disruptions to labour-intensive businesses in 2021. The business process outsourcing (BPO) industry was not immune. Many forward-thinking BPO organisations, on the other hand, have leveraged this period of upheaval to assess and reinvent themselves, positioning them to be future-proof and robust. Which begs the question: what changes can you anticipate in the BPO market in 2022?
Because of the pandemic, many on-site call centre locations have changed to a 100% remote system to keep their personnel safe while still serving their clients. As the situation improves, call centre agents, in time, return to their offices.
However, according to an employee poll, 58% of respondents prefer to work remotely full-time, while 39% prefer a hybrid work environment. According to these figures, the majority of BPO call centre personnel desire a flexible work environment. As a result, BPO call centre firms should listen and make the necessary changes by 2022.
Because the move necessitated continual planning and preparation, BPO call centres faced issues while implementing entirely remote teams. Most importantly, businesses must be on the lookout for innovative remote team management tools to locate the best cloud-based solution for optimising their operations and providing the best service to their clients.
Shifting to a remote or hybrid work environment might also benefit the organisation tremendously. Providing employees with their preferred work environment, whether entirely remote or hybrid, will help reduce attrition. Simultaneously, it can help lower business operation expenses such as office rent and electricity bills, which can help cut the company’s bottom line.
The majority of jobs in the BPO industry are in contact centres and software development. As additional BPOs operate in 2022, there will be a consistent demand for these jobs. However, multilingual (English/Spanish) assistants are projected to be in higher demand.
Virtual assistants are professionals who provide remote administrative assistance. Making phone calls, organising appointments, managing email accounts, and making travel plans are the majority of their responsibilities. Bilingual assistants are virtual assistants who can communicate in more than one language. Most of the time, in Latin America, this means English and Spanish. With the expanding Hispanic population in the United States, this is useful to American enterprises. They can reach out to the Hispanic community in the United States while expanding their business throughout Latin America.
The need for bilingual virtual assistants is likely to rise as businesses and individuals seek low-cost commercial services. Simultaneously, because the world has become increasingly globalised, a virtual assistant who can speak two or more languages is more desirable.
BPOs seeking to distinguish themselves from their competitors must look beyond typical service offerings. Customer expectations and outsourcer reactions have more or less levelled off after two years of remote engagement. As businesses progress from digital transformation to digital maturity, the CX landscape appears to be becoming more homogeneous. To differentiate themselves, BPOs will need to engage with consumers and deliver client outcomes at a deeper level.
It’s no surprise that more businesses are investing in emotional intelligence to build stronger consumer relationships (while keeping costs down). Emotional AI applications are one of Gartner’s four trends for CX excellence in 2022. These applications “read” nonverbal cues such as tone and voice quality, as well as subtle facial expressions, for emotional information and respond appropriately.
For instance, if a programme detects symptoms of tension or unhappiness, it can advise the user to take necessary action (i.e. escalate self-service to a live agent or prompt a representative to apply more empathy).
In addition to driving empathy—an increasingly crucial metric in the post-COVID environment—emotion AI solutions will provide outsourcers with access to a hitherto untapped stream of relevant consumer data.
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