Do you know what the future holds for BPO?

Do you know what the future holds for BPO?

As technology improves and more and more tasked are automated, companies are going to be looking for ways to streamline their business processes, reduce costs and increase efficiency. Then, as now, many companies will look for firms offering Business Process Outsourcing (BPO) to accomplish these tasks.

On the website Quora, Saad Ehsan, COO at Aitomation, offers these observations about what the future holds for Business Process Outsourcing (BPO):

  1. “The way that BPO is going to be conducted is going to completely changed,” Ehsan predicts – and that change is going to involve automation. Robot Process Automation (RPA) is going to reshape the way data is converted into a digital form. RPA will reassign repetitive manual tasks (data entry, for example) to something done by automatically, further automating and streamlining the process.
  2. Data entry work will be the biggest – and simplest – change to implement. RPA will assume the tasks of data entry work, replacing manual labor. BPOs who rely on a huge number of employees to complete data entry tasks will find themselves unable to compete with companies that rely largely on automation, Ehsan says.
  3. Digital image recognition will also be automated, Ehsan adds, especially the entering of forms.
  4. One element of BPO that will not be automated – at least not at present — is Optical Character Recognition (OCR) for handwritten forms. Current technology simply does not allow for this sort of task to be completed by RPA elements.
  5. Another element is telemarketing not likely to be automated anytime soon. Though widely outsourced, telemarketing relies on a human element that cannot be duplicated by RPA. It requires extensive customization that the current level of technology available via RPA cannot handle.

Companies looking to outsource their business processes should determine whether or not the  BPO providers they are considering are technologically up-to-date and able to offer more efficiency, streamlined processes and a way for companies to free up their employees to focus on core competencies.

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