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Modern BPO Contact Centers: Achieving Competitive Advantage with Digital Transformation

Technology is changing business operations across industries, and organizations are under increasing pressure by the day to achieve digital transformation to remain competitive. Contact centers often turn to Business Process Outsourcing (BPO) organizations to help them cross this critical bridge.  

Simultaneously, the spotlight is intensely focused on the customer experience, and their expectations are higher than ever before. BPO contact centers are in a unique position to help organizations achieve their customer-centric objectives. To do so, they must round the corner on digital transformation in order to offer maximum value in a complex and competitive landscape.  

Digital transformation is no longer optional  

The BPO industry is primed for high growth. The customer care BPO market alone is expected to grow to around 30.4 billion U.S. dollars by 2027 (Statista). Both BPOs and the companies seeking to outsource operations are facing the reality that digital transformation isn’t a question of if, it’s when. For BPO contact centers, achieving high levels of digital transformation rapidly positions them to offer undeniable value to partner organizations and their customers. 

Forward-thinking BPOs can help organizations address challenges with the explosion of data and digital tools that make up modern business ops. To be a key partner, BPOs must be prepared to help break down data barriers to streamline business processes. The BPO contact center must take a modern approach to CS tools, customer data, and communications. The question that remains is how to get there. 

The regulatory landscape is growing more complex 

The world of customer communications is in great flux. Customers want cohesive, omnichannel experiences while also wanting greater control over how businesses communicate with them. At the same time, new rulesets like Regulation F for the debt collection industry are changing the game.  

Digital transformation helps BPO contact centers treat these regulations as a new opportunity to add value.  

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