I’ve been reading articles about emerging BPO trends, and this one raises some ideas for this year’s trends. Here are a few points:
This makes it important for companies to recognize which trends can help them meet the business goals of their organization and their clients, with a focus on technology, value, and methodologies. Here’s our top 4 list of outsourcing trends that may impact your business in 2019:
1. Growth of robotic process automation (RPA)
Robotic process automation can speed up your response times significantly. As such, outsourcing companies and third-party service providers leverage RPA and human customer service agents to make sure that queries, complaints, and feedback from users of your product or service are immediately directed to a channel or recipient. The initial contact with customers may be automated, but it’s comforting enough from a customer’s point of view to know that their message doesn’t fall on deaf ears.
2. Doubling down on data privacy and cybersecurity
More and more companies outsource their tech and data projects, service providers are working on the double to ensure the robustness and integrity of their IT infrastructure, including data repositories. In fact, 48% of respondents from the same study claimed that they’re increasing IT security outsourcing to boost their defenses. They’re making their IT environment less susceptible to vulnerabilities through 2-factor authentication, one-time PIN, and other security protocols.
3. As-a-service will increase for larger businesses
As-a-service refers to making something available to customers in the form of a service. This involves cloud computing or the practice of using a network of remote servers hosted on the internet to store, manage, and process data, rather than a local server or a personal computer.
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