Consumers’ expectations are evolving more rapidly than ever before, making it imperative for business process outsourcing (BPO) call centers to manage an increasing number of channels and agents with a wide variety of skill sets. Adoption of digital channels surged during the pandemic, with nearly all consumers becoming digitally savvy.
Business Process Outsourcing (BPO)
Environmental, Social and Governance (ESG). It’s not a new term: its origin dates back several decades, but it has gained increasing importance in recent years.
Having sold more than $980 million in outsourcing deals in my career and having played a key role in structuring more than $22 billion in outsourcing deals across every industry and virtually every process, it seems the more things change, the more they remain the same.
I won’t add to the dizzying array of endless terms Business Process Outsourcing (BPO) companies develop to differentiate their offerings, but in this article I’d like to discuss some of the commonalities across all of them.
Since the onset of the pandemic, many office workers have spent more time working from home. In the BPO sector, this has meant finding workable, advanced technological solutions for our agents, something that is setting apart the leaders in the sector from the rest.
Companies everywhere have come to accept the impacts of the pandemic on the future of work in stages that are eerily similar to the stages of grief: First, there was the wait-and-see phase, in which business leaders cautiously monitored news of the growing COVID-19 threat; then recovery mode, when enterprises were forced to adopt work-at-home functionality to keep their employees safe.
With a regional GDP predicted to grow at least 2.5% per year over the next 10-15 years, Latin America makes up an enticing emerging market that will soon outpace larger, more established ones. According to Americas Market Intelligence, Latin American e-commerce revenues reached $109 billion last year. The e-commerce market is already substantial, with Colombia and Argentina making up two of the top three fastest-growing e-commerce markets in the world.