A Technavio study found that the business process outsourcing market is expected to increase by USD 40.16 billion from 2020 to 2025 with a CAGR of 4%.
Many companies utilize such services to decrease operational costs, streamline operations and focus on their major business activities. Organizations use BPOs for services like customer service, technical support, back-office operations, and accounting.
BPOs are located either domestically or internationally. A lot of BPO providers are located in countries like India, China, and the Philippines due to lower labor costs.
BPO services allow companies to maintain high standards of service at lower costs. Since service delivery relies on the performance of BPO providers, companies need to ensure that the BPO they’ve partnered with uses technology to help them deliver better services.
This is extremely important for companies that outsource their customer support services.
Tools like voice-analytic platforms can help agents to deliver better customer experience in BPO centers.
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