BPO
ILLUSTRATION PROVIDED BY ADOBE STOCK
THE
SEVEN HABITS OF HIGHLY EFFECTIVE OUTSOURCING PROVIDERS HOW THESE PRACTICES CAN HELP ORGANIZATIONS BENEFIT FROM BPO SERVICES .
Business process outsourcing ( BPO ) first gained traction in the late 1990s and has undergone a dramatic transformation since those early days .
In its infancy , BPO primarily revolved around cost savings . Companies were looking to reduce operational expenses by shifting certain business functions - such as call center operations - to external service providers that are often located in countries with lower labor costs .
Today , companies often turn to BPO providers for handling seasonal spikes , short-duration campaigns , and ensuring business continuity . BPOs provide great advantages like scale and flexibility , which can help manage seasonal volume spikes .
42 CONTACT CENTER PIPELINE
BY PREETI RAINA , IBEX
Additionally , BPO providers can quickly assemble teams with the required skills to execute short-duration campaigns with an extremely cost-effective solution .
... BPO HAS EVOLVED INTO A MULTIFACETED AND STRATEGIC BUSINESS INITIATIVE . ONE OF THE HALLMARKS ... IS THE INTRODUCTION OF CUTTING-EDGE TECHNOLOGY .
BPOs can also put business continuity / disaster recovery ( BC / DR ) plans in place to ensure uninterrupted service , even during unexpected disruptions like natural disasters , IT failures , or other emergencies . Companies can rely on BPO partners to maintain critical functions in such situations .
THE BPO 2.0 EVOLUTION
However , as we fast-forward to the present day , BPO has evolved into a multifaceted and strategic business initiative .
One of the hallmarks of this evolution is the introduction of cutting-edge technology . The digital revolution has ushered in a new era of BPO – what we at ibex call “ BPO 2.0 ” – with advanced soft-