The Pros and Cons of Outsourcing E-commerce Customer Service
Opportunities:As organizations today expand in different verticals, their core processes also diversify, and this leads to a higher demand for BPOs to address the increasing non-core activities.As companies adopt the use of cloud computing and analytics, there will be various avenues for BPOs to grow.
In fact, cloud is expected to facilitate the Next Gen BPO service providers.Firms will be expected to provide value to the organization, rather than just availing their services at a lower cost.
As such, innovation is expected to play a huge role in furthering development of BPOs.Challenges:The political scenario around the globe is witnessing constant changes, and conditions such as war can adversely affect outsourcing in different countries.Customer satisfaction has proved to be a challenge for BPOs and with the advent of social media platforms, they face tough competition with regards to customer acquisition.BPO industry faces a continuous issue of operating on a minimal budget.
They have to get maximum output from a limited number of resources.Customer attrition also provides a huge challenge to the market, as the client may switch over to any BPO competitor, which is a significant cost to the company.Lack of talent and employee attrition rate are also significant challenges that the BPO industry needs to address.Access full research report on global business process outsourcing market: www.grandviewresearch.com/industry-analysis/business-process-outsourcing-bpo-market
Opportunities:As organizations today expand in different verticals, their core processes also diversify, and this leads to a higher demand for BPOs to address the increasing non-core activities.As companies adopt the use of cloud computing and analytics, there will be various avenues for BPOs to grow.
In fact, cloud is expected to facilitate the Next Gen BPO service providers.Firms will be expected to provide value to the organization, rather than just availing their services at a lower cost.
As such, innovation is expected to play a huge role in furthering development of BPOs.Challenges:The political scenario around the globe is witnessing constant changes, and conditions such as war can adversely affect outsourcing in different countries.Customer satisfaction has proved to be a challenge for BPOs and with the advent of social media platforms, they face tough competition with regards to customer acquisition.BPO industry faces a continuous issue of operating on a minimal budget.
They have to get maximum output from a limited number of resources.Customer attrition also provides a huge challenge to the market, as the client may switch over to any BPO competitor, which is a significant cost to the company.Lack of talent and employee attrition rate are also significant challenges that the BPO industry needs to address.Access full research report on global business process outsourcing market: www.grandviewresearch.com/industry-analysis/business-process-outsourcing-bpo-market