The BPO Trends for 2011

The BPO Trends for 2011

The BPO Trends for 2011

The call center trends of 2011 promises to be an interesting mix of sticking to age-old priorities and also including new ones for the future. The way things are, the answering service sector will have to work differently if they have to tap the consumers in their comfort zone. It's not about telemarketing calls anymore. In fact, consumers don't prefer receiving them at all. They want to be contacted through other means, like emails or even through applications on their hand-held mobile devices. Let's find out those trends that will rule the roost in 2011.

Cloud computing is the one that clients are sold on. Customer serviceor telemarketing services, clients want the best employees working for their projects. They are not concerned with brick-mortar call centers. They are comfortable with the cloud computing system as long as they are getting quality call center services. BPO companies are open to having this system onboard because it is cost-effective. The overhead costs are totally exempted when your employees are working in their private spaces. You can also implement your work at quicker time.

Web-based reports are the way forward. Customer service and lead generation, both are concerned with real time work. Clients want to check up on reports and progress at real time frameworks. For that to happen, BPO units have to devise an online reporting structure and make it available to everyone involved with the project. This will also help them in greater understanding of the projects that they are working on.

Hand-held mobile devices, like Blackberry, I-Phone, I-PAD and Smartphone, are what consumers are using these days. These devices are used for many other purposes other than for making calls. People check their emails download applications and games on their cell phones. BPO units have to tap these consumers by suitable methods of lead generation. Email marketing, creating applications for these devices and also developing advertisements to grab eyeballs could be what sales generation departments are looking for. Consumers like it when they are tapped in ways that are unconventional, unique and distinctly different from others in the arena. You can catch their attention this way.

2011 will see a greater stress on call center security. As data gets more classified with each passing day, the importance and the responsibility to protect the data is paramount. BPO companies have to develop strategies by which they can make data accessible to only those people who are directly concerned with the project. Mid-level employees don't need to have access to all the data since they are doing only parts of the project. Telemarketing managers are keeping cards close to their chests.

Call centers are trying out ways in which they can provide a better customer service experience to their customers. The move towards a quicker, and greener, way to conduct call center services is the emerging trend for 2011. It's time to exploit technology and cut down on processes and ways to provide the required support to the callers and customers.

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