Most Encouraging BPO Trend: Diversification

The most encouraging trend to have emerged from the BPO sector is that of diversification. Traditionally we would associate call center units with just voice calls and telemarketing. With time, business process outsourcing units are now moving towards other related services which are basically non-voice. The in-demand services in this slot would be the back-office functions. Several of the outsourcing destinations like India and the Philippines can safely be called the “back-offices to the world”! Non-core business work, like website optimization, is handled by trained professionals. They help the unit’s claim to be a multi-functional center.

Diversification in BPO is also seen in the nature of job generation. The call center units do not provide jobs to agents and employees working directly under the company only. There are many fringe employees who are not under the direct payroll of the company but are employed by the business outsourcing firm. For example, there are many who handle the food and transport facilities for the bona fide employees. These people can also be considered to be employed under the business outsourcing sector. The work done in the non-voice section is also at par with the best in the world. It’s no wonder that companies in countries like USA and UK are still looking at these centers with more than just a passing interest.