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What Does the Future Holds For Offshore Call Center Industry

The call center industry is a very huge segment and it is growing at a very rapid pace. The need for outsourcing non-core business activities is very clear to organizations and they clearly understand the importance of hiring offshore vendors for such requirements. Like every other business segment, call center industry has also seen many changes and new developments in the past few decades. These changes have greatly affected the way things work around in this industry.

One of the questions that frequents into every one’s mind is regarding the future of this industry. Many have expressed their thoughts and speculations regarding this and some of them really seem possible in the future. Mentioned below are few speculations of our own regarding this topic.

Consolidated Services: Today, it is not easy to find a call center outsourcing vendor who is expert in every service related to call center. The BPO industry is so huge that vendors are not able to offer all the solutions under one roof. This is going to change in the near future as vendors are going to consolidate their services and provide solutions to clients as one party. This would require service providers to merge, partner or consolidate with other players in the industry. Such a trend has already begun but it is still in the initial phase. This is the demand of the coming time and it is inevitable.

Communication Over Multiple Channels: This is not a new thing as most of the vendors are already providing their services across various communication channels. However, what we mean by multiple channels here is the new channels that are emerging. It would be mandatory for them to provide call center services over multimedia channels that are developing at a very fast pace. Till now the major consumer section consisted of people born before 1990. However, the future generations would be a lot more tech savvy and would require organizations to communicate with them over channels that are comfortable to them.

Social Media: The craze of social media is very much visible to everyone. People are so crazy about these social platforms that they tend to spend a large part of their time on them. Soon these social media platforms would emerge as the customer support areas. Even now, customers talk about brands, products, services and businesses over these sites and that too very openly. Most of the brands are already engaged in maintaining a proper online profile on these sites and are spending proper sum of money on them. In future, we would definitely see organizations providing customer support services over these websites. These are some of the predictions that we can make for the future of this industry. The requirements of organizations outsourcing call center services will definitely change with time and this will require vendors to modify their services accordingly.
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