Intense competition and volatile market has prompted BPOs to adapt latest techniques and cutting edge technology to survive. Moreover, the recent economic crunch has also affected the business of call center outsourcing. The business scenario of offshore call center services has dampened and downsized. In a recent research, the average yearly BPO deals dropped to 302 in 2008 from 430 in 2007.
Amidst all this financial turbulence and downturn, BPOs are gearing up for the better days and coming up with result oriented market strategies. Their call center outsourcing services such as help desk support services, back office support services, email support services, SMS support service, offshore technical support services, technical support services have become more interactive and accurate in terms of information and communication. Their outsourcing strategy has become leaner, meaner and louder. They are cutting costs on transport, procurement, travel and telecom and gaining on knowledge and technology. While, previously the focus was on mere growth, has shifted to more relevant and specific issues such as attrition and retention. They are offering rewards to best performers and arranging motivational programs to help their agents to deal with stress. They are optimizing administrative costs but increasing budgets on quality assurance methods.
The clientele database has also moved to the untraditional and unexplored markets. Call center outsourcing service providers are eyeing Europe, Australia and Asia Pacific. India has experienced an upsurge in BPO services and trade pundits predict the continuity. India has become known for its high tech, call center services. Indian services will escalate to newer heights, drive the market and increase the buyer awareness across various business portals. Whereas BPOs have dealt with large business groups, now, they would explore business opportunities with mid market segments. Business deal will be more attractive and lucrative for clients. The knowledge services like Research and analysis will be important and integral for large contracts. Value added services will be the buzzword within the BPO and ITES sectors.
The economic uncertainty in existing offshore markets will make BPOs to explore the unexplored and other business segments. Sale of bonds will be an option contact center service providers will consider profusely to strengthen their organization and potential.