Business Process Outsourcing Services

Recent Trends In Business Process Outsourcing

With growing fears of a US led recession, not many experts seem to be optimistic about the future of business process outsourcing industry. The irony however is that in spite of the adverse circumstances, the BPO industry still continues to grow, both horizontally and vertically. This may seem almost magical, but if you take a closer look, you will realize that the magic is nothing but the hard work and foresight of the BPO industry on the whole. Having anticipated the emerging trends and challenges a lot earlier than other industries, BPOs had enough time to devise newer, more innovative strategies and work processes that eventually helped them to emerge a winner.

Winners they certainly are, but they can hardly afford to rest on past laurels because the offshore outsourcing business environment is changing even faster, mainly due to the development of newer concepts and availability of newer technologies. This is why the BPO industry is constantly on the lookout for newer customer management and service delivery systems that might help satisfy the growing needs and expectations of clients. As of now, the BPO industry seems to have achieved this objective, evident from the increasing use of new customer service concepts such as BPO 2.0.

BPO 2 has succeeded where other systems have failed because it lays stress on the use of advanced yet cost-effective technologies. By deploying BPO 2, the BPO India industry has thus been able to achieve the two most important objectives viz. improving efficiency and quality and reducing operational costs. Improving efficiency and quality has become the need of the hour because customers have become more demanding and would just not settle for mediocre customer services. The need to reduce costs even further has however risen due to increasing intra industry competition and also due to the reduction in outsourcing budgets of client companies. Availability of other low-cost outsourcing hubs outside of India is another factor that is forcing Indian outsourcing companies to undertake cost reduction exercises.

As of now, BPO 2.0 deployments have been limited mostly to the call center India industry, but considering the huge benefits derived by this particular industry sector, it would not be wrong to assume that other sectors of the Indian outsourcing industry too stand to gain from BPO 2.0 concepts and methodologies. However, for that to happen, outsourcing companies would have to do a rethink of their existing strategies and most importantly prepare themselves for the potential changes that might become a reality through BPO 2.0 deployments. This in turn would require increased participation of available human resources in organizational matters and the development of the requisite infrastructure that can support the advanced technologies proposed under BPO 2.0.

The future might be even more turbulent or it is also possible that conditions may become favorable for the business process outsourcing industry. Whatever be the case, one thing is certain that BPO 2.0 is here to stay, obviously because it is a comprehensive customer management and service delivery system and not just a means to reduce costs. This is certainly good news for those who have already deployed BPO 2.0 and also for those who are in the process of doing so.


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Heike Ziegler

HEIKE ZIEGLER – YOUR #1 MARKET MULTIPLIER & BRAND MAGNIFIER Heike Ziegler is Founder and CEO of HZH International Brandconsulting UG and CELEBRITY BRAND MOVEMENT a company of HZH INTERNATIONAL BRANDCONSULTING UG specializing in brand, market and business development of brands, retailers and technology service partners in the fashion & lifestyle industry. Heike´s goal is to help you achieve brand-performance and enter new markets faster and easier than you ever imagined. As a veteran fashion designer with an international background, Heike masters complex topics such as the organization of an Omni-channel platform from the ground up and the implementation of new technologies as a service. Future-oriented trading strategies are made possible through advanced automated marketing and the analysis of the difficulties of users (brands & retailers) with a focus on the development and expansion of their intensive B2B relationships. Heike Ziegler provides solutions to strengthen the business performance of hundreds of fashion brands and retailers across Europe, from support through dedicated service networks and data conversion from marketing to providing a complete retail platform for brands and retailers to bring about long-term results. HZH-IBC serves as a platform for e-commerce, web application services/professionals, and for the creation of automated online marketing for the development of Omni-channel e-commerce solutions and trade applications for brands and retailers in the fashion & lifestyle sector. To transform the HZH-IBC platform into a marketplace where fashion and lifestyle brands meet with the trade for the successful sale of products and the joint business development, existing co-operations are being expanded and new partnerships are being developed. If you have any questions about Heike Ziegler success strategies and services, please email hzh@internationalbrandconsulting.com or call +49-172-913-999-5 or skype heike.ziegler60.