In 2015, businesses encountered a growing challenge: meeting the ever-increasing expectations of tech-savvy customers. Delivering exceptional customer experiences requires multi-lingual and multi-channel capabilities—something small and medium-sized businesses often struggle to achieve in-house due to budget constraints. As a result, call center outsourcing (CCO) emerged as a practical solution. The CCO industry has been evolving rapidly to meet these demands, offering innovative solutions that optimize customer experience.
Here are six key call center outsourcing trends shaping the industry in 2015 and beyond:
1. Business Process Improvement (BPI): A Driving Force in Call Center Outsourcing
Business Process Improvement (BPI) is transforming the call center outsourcing landscape. Companies are realizing that simply transferring processes to a third-party provider isn’t enough; they need strategic partners who can enhance efficiency, quality, and flexibility.
- What BPI Offers: BPI focuses on improving business processes in terms of speed, cost, and output quality while building the capacity for continuous improvement. It involves analyzing client workflows, identifying areas for enhancement, and implementing training programs and technological upgrades to bridge skill gaps.
- Impact on Call Center Outsourcing Trends: By leveraging BPI, outsourcing providers can deliver tailored solutions that align with clients’ goals, ensuring higher productivity and better customer satisfaction.
2. Customer Journey and Experience Take Center Stage
Gone are the days when businesses evaluated call center outsourcing vendors solely based on cost. Today, the focus has shifted to how well these vendors contribute to the customer journey and overall customer experience.
- Why It Matters: Third-party call centers are no longer seen as mere service providers but as strategic partners and brand ambassadors. Their role is to ensure seamless, personalized interactions that reflect the client’s brand values.
- Call Center Outsourcing Trends: This shift emphasizes the importance of selecting vendors who prioritize CX metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and First Contact Resolution (FCR).
3. Multichannel Support: The Way Forward
Modern customers expect prompt support across multiple channels—phone, email, live chat, social media, and more. According to industry data:
- Over 30% of customer service engagements now occur through non-phone channels (CFI Group).
- Businesses adopting a multichannel strategy see more than double the year-over-year improvements in customer satisfaction compared to those that don’t (Aberdeen Group Inc.).
Challenges and Opportunities: Implementing a true multichannel strategy can be challenging, but outsourcing providers are stepping up by offering comprehensive solutions. Live chat and social media support are becoming essential components of modern customer service.
Call Center Outsourcing Trends: Expect to see more BPOs integrating advanced technologies to deliver swift, consistent, and seamless multichannel experiences.
4. Sourcing and Developing the Right Talent
One of the biggest advantages of outsourcing is access to a skilled workforce. However, sourcing the right talent remains critical to delivering efficient customer experiences.
- Multilingual Support: A 2011 study by the European Commission found that 42% of consumers avoid purchasing products or services in languages other than their native tongue. To meet multilingual needs, BPOs must maintain a diverse talent pool.
- Specialized Training: Agents require industry-specific training to handle complex queries effectively, ensuring high-quality interactions.
Call Center Outsourcing Trends: Outsourcing providers will increasingly invest in talent development programs to stay competitive and meet evolving client requirements.
5. Industry Specialization Becomes Essential
Industry expertise is becoming a prerequisite for selecting a call center outsourcing partner. Businesses are recognizing the value of partnering with vendors who have deep knowledge of their specific sector.
- Benefits of Specialization: Vendors with industry expertise are better equipped to address common challenges, comply with regulations, and deliver tailored solutions. For example:
- Healthcare call centers must adhere to HIPAA regulations.
- Financial services providers need expertise in fraud prevention and compliance.
- Call Center Outsourcing Trends: Clients will increasingly favor specialized vendors over generalists, driving BPOs to develop niche capabilities.
6. Near-Shore Locations Gain Popularity
For years, businesses were torn between domestic outsourcing and offshoring to low-cost regions. Now, near-shoring offers a balanced alternative, combining cost savings with cultural alignment.
- Why Near-Shoring Works: Countries like Jamaica, El Salvador, Belize, Colombia and others in Latin America offer multilingual, multichannel, and state-of-the-art services. Their proximity to the U.S. ensures minimal time zone differences and cultural compatibility.
- Call Center Outsourcing Trends: Near-shoring is expected to grow as businesses seek cost-effective yet high-quality solutions without compromising on communication or operational efficiency.
The call center outsourcing industry is undergoing a transformative phase, driven by the need to meet rising customer expectations and deliver exceptional experiences. Key trends such as Business Process Improvement, multichannel support, industry specialization, and near-shoring are reshaping the way businesses approach outsourcing.
To thrive in this dynamic environment, businesses must align themselves with call center outsourcing providers who embrace these trends and offer innovative, customer-centric solutions. To learn more about Fusion CX’s global delivery framework, contact us today.
