Your Guide to Technology in Outsourcing: 5 Tech-Driven Trends Redefining the BPO Industry in 2022

The business process outsourcing (BPO) sector is on the verge of a total digital transformation, from automating simple, routine tasks to utilizing big data and analytics to make better business decisions. Innovation and new technology in outsourcing are driving the industry’s future by streamlining operations and enhancing overall productivity and customer satisfaction.

In this article, we’ll take a closer look at the top tech-driven trends that are making waves in the outsourcing sector. What is the future of call centers and other BPO providers? How will the new technologies change how BPOs operate? Let’s dive in and find out!

Read more: 7 Software Development Outsourcing Trends

Businesses need to keep up with the latest advancements in technology to stay competitive in the ever-changing global marketplace. Here is a breakdown of some of the most noteworthy tech-driven trends this year:

#1: Metaverse

Imagine an instant messaging and social media site that operates on a 3D virtual landscape, allowing for more significant overlap between our digital and physical worlds. That is what the “Metaverse” is. It is a social connection platform facilitated by virtual and augmented reality headsets. 

To anyone unfamiliar with “Metaverse,” the idea may sound like something from a science fiction novel. Indeed, the word’s origins can be traced back to the 1992 dystopian novel “Snow Crash” by Neal Stevenson. 

These days, however, the “metaverse”  is far from a work of fiction. It is very real, and utilizing this technology in outsourcing can unlock a wealth of opportunities for businesses.

Metaverse: A Look Into the Call Center Future

You may wonder, “What can the metaverse do for my business?” Depending on your specific company goals and needs, the metaverse can serve different purposes. 

For instance, metaverse can be used as call center technology, enabling agents to quickly and efficiently address customer inquiries. Another possibility is creating an ultimately “virtual store” where customers can speak with digital brand representatives face-to-face and interact with the products as though they are at an actual physical store.

Other businesses can use metaverse to improve teamwork, communication, and company culture, building global teams on a hybrid work model that integrates virtual reality. It will be a step up from the usual Zoom, Microsoft Teams, or Skype interactions because employees will feel they are interacting with co-workers face-to-face, fostering deeper connections within the workplace.

Read more: Knowledge Process Outsourcing vs. Business Process Outsourcing: Which Solution Works Best for Your Business?

#2: Hyperautomation

More and more businesses are utilizing robotic process automation (RPA) to streamline their workflows and reduce the burden for employees that have to complete repetitive and tedious tasks. However, some companies are taking RPA even further, moving toward hyperautomation, which many see as the future of BPO automation.

Hyperautomation is the idea that companies must be strategic in their use of automation, identifying any possible business and IT process that can be automated using multiple technologies, platforms, or tools. In addition to RPA, hyperautomation utilizes artificial intelligence (AI), machine learning, integration platform as a service (iPaaS), and other task automation tools and software.

According to Gartner, outdated work processes are one of the biggest problems in today’s workforce. So, the move toward hyperautomation is a must for all industries, enabling greater productivity at lower costs and in a shorter amount of time.

#3: Remote and Cloud-Based Call Centers

The world may be recovering from the effects of the COVID-19 pandemic, but the way people work, interact, and engage with one another may never be the same as it was before. And one change that’s bound to stick around post-pandemic is the greater desire for remote or flexible work.

In one survey, 58% of workers expressed their desire for full-time remote work even after the pandemic, while 39% wished for a hybrid work environment. This data tells us that a whopping 97% of employees desire some form of remote work arrangement.

What is the future of call centers? The answer seems to be a fully remote or location-flexible setup, and this is where utilizing the latest technology in outsourcing may come in handy. To enable a seamless transition to remote work, many BPOs have turned to cloud-based tools and software that allow employees to work remotely while optimizing their operations and providing quality service and experience for customers.

Read more: Understanding the Data Science Outsourcing Process

#4: Total Experience (TX) 

In the business world, customer service (CX), user experience (UX), and employee experience (EX) are seen as three different strategies. However, these three concepts, which require innovative technology in outsourcing to work, have significant overlap. Improving one of the three can significantly impact the other two, achieving an overall transformational business outcome. 

The unification of these disciplines is called Total Experience or TX. This strategy improves the experience of everyone who engages with your brand, from your employees to your end-users. 

According to Gartner’s research, organizations that provide TX are more likely to outperform their competitors regarding key satisfaction metrics. Identifying the intersections between CX, EX, and UX is crucial to shaping a company’s overall reputation and maintaining a seamless brand engagement experience across all channels and touchpoints.

#5: Data-Driven, Fully Digital Recruitment and Talent Acquisition

The traditional recruitment process relied on a lot of luck and guesswork. However, thanks to today’s latest technology in outsourcing, recruitment teams no longer have to find and make hires based solely on intuition. 

Recruiters can now use data to make practical and logical hiring decisions with AI, tools, and software. Data-driven recruiting allows companies to find and hire quality candidates by eliminating gut-feeling decision-making, collecting relevant data and statistics, and decreasing the overall time to hire.

Read more: Complete Guide to Data Science Outsourcing and Why Your Business Needs It

Gain Access to Top-of-the-Line Technology in Outsourcing By Partnering With a Reliable BPO

Having the right technology in outsourcing is crucial for running your company’s operations smoothly. Ensure that you never miss out on any significant new developments by working with an experienced BPO provider like SuperStaff.

At SuperStaff, we understand how essential it is to stay updated on the latest advancements amid an ever-changing business landscape. We’re here to help you grow and future-proof your business through our various outsourcing solutions.  Whether you need data science outsourcing or call center services, you can count on us to utilize top-of-the-line technology for your business’s advantage. 

We have headquarters in the booming business district of Angeles, Pampanga, a location known for its excellent infrastructures and high-tech facilities. We also have an office in Clark, a special economic zone eyed to be among the most investor-friendly financial hubs in the country. Both locations are part of the Pampanga Golden Triangle development project, which is designed to transform the province into a center for tech innovation and economic growth.

Reach out today, and let’s talk about how we can empower your brand toward total digital transformation!