BPO: Looking Ahead

The BPO industry is better known as the sector that was able to beat the recession successfully

. The business process outsourcing industry has weathered the storm and come out in flying colors. But the task is not over yet. In fact, the challenge for the call center industry is about to begin afresh. The business world has turned on its head because of the economic downturn. Nothing has remained the same and the old ways of running a business doesn't seem very competitive anymore. Just like the planners and innovators in other industries, the telemarketing sector has also steadied itself for some changes from within. In this article we take a look at what the future holds for telemarketing services and the firms doing BPO service work.

The recession has shown the business world that diversification in business is the way to go ahead. The BPO sector needs to diversify their call center services in a way that they do more projects from varying domains. For example, a call center unit that handled only mortgage projects is more likely to feel the heat and shut down when the mortgage industry fell in the wake of the downturn. Several call centers handling mortgage were blotted out of the face of earth. They couldn't survive because they did not have any back-up telemarketing projects to pay the bills and the salaries of the agents. There is a vital lesson to be learnt there: don't put all your apples in one basket.

But diversification is not easy for a BPO unit to do. You need the equipment and the expertise. Call center agents may not be capable of handling diverse projects with what they have on hand. That is how the trend of mergers and tie-ups came into existence. Call centers that did not have the resources to take on new projects tied up with ones that could. The ones with the resources may be in need for cash to carry on their call center services. In a mutual understanding, they solve each other's problems and do business together. This is healthy trend for both parties. As singular units, they may have been staring down the barrel. But as a team, they can make a strong profit for both of them through quality telemarketing work.

The trend that has come to light is that call center companies in countries like India and the Philippines are acquiring their counterparts in the USA and UK. This is helping the less developed economies merge with the developed, but weakened economies of the Western countries. The money that is exchanging hands during these mergers is pumping the domestic call centers and pulling them out of the shelves. In return of the money, the acquiring BPO firms can have access to a completely new clientele. Such tie-ups also help the BPO service to get diverted and connect with a wider spectrum of call center services. In the coming years, this is the trend that is going to rule the business process outsourcing sector.

BPO: Looking Ahead

By: jems hug

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