5 Trends that will Shape the BPOs in 2020

Companies have come to rely highly on BPOs to offer customer services. Speed, responsiveness, and understanding problems of clients have stood out as primary offerings for BPOs to win clients. Cost-effectiveness is the primary benefit for clients to choose BPO services. However, in many cases, it has shaped the customer experience for brands and increased the efficiency of operations for their clients.

Operations, contact centers, and peripheral activities are expected to be outsourced in the coming years. The measure of success for both BPOs and enterprises will change in the coming years.

Increase in omnichannel approach for customer retention

Customer experience is now a standard for companies and not a metric for success. Keeping this in mind, enterprises have shifted their focus toward offering an omnichannel experience. As customers increasingly rely on multiple channels to interact with businesses, the omnichannel experience will offer better customer experience and increase customer retention. BPO service providers are coming up with the required technologies and train their BPO professionals to offer similar experiences to customers.

Become more data-driven

The amount of data generated in the last few years has been massive. Companies will use the data gathered from social media, user behavior, and more to make more informed decisions to guide their efforts. Social media analytics helps organizations to gauge the sentiments of customers online, which helps create ways to cater to customers in a better way. BPO professionals should start looking at ways to incorporate data to improve their ways to cater to customers.

Social media as a customer service channel

Social media is becoming a mainstream channel for companies to provide customer service. As the number of users grows on social media, companies will use new age media – Facebook, Twitter, and Instagram as tools to connect with customers directly to resolve issues. Social media also acts as a no barrier medium for consumers to directly connect with companies to get their issues resolved.

BPO service providers and BPO professionals need to upgrade themselves to understand how to use social media as a customer service tool. Companies like Uber, Netflix, and Amazon are already using Facebook, Twitter, and WhatsApp to provide customer service and have set the bar high. Other companies will need to match the same experience for customers.

 Artificial intelligence-powered voice

IVR (Interact Voice Response) has been taken over by AI-powered voices. Chatbots are already on the website, interacting with customers, and providing them services at their convenience. As companies move toward omnichannel customer service experience, the companies will need to harvest the voice response system to keep customer service experience consistent across all channels. Artificial intelligence can make a transcript of customer calls and make it available to all customer service touchpoints.


So far, BPO professionals have relied on communication skills and other soft skills to grow in the profession. With new channels emerging to cater to customers, to progress in a BPO career, professionals will need to upskill themselves by learning about new ways to leverage these tools and how.