With increased automation and other challenges, BPO providers may have to rethink their strategies and provide innovative and effective solutions.

1. The Future of Business Process Outsourcing Services
With increased automation and other challenges, BPO providers may have to rethink their strategies and
provide innovative and effective solutions.
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The year 2015 saw increased standardization and implementation of cloud computing
options in organizations and using their leverage to rebid or renegotiate their deals and
adopt the best approach when using outsourced solutions. In the past two years
emerging technologies and robotic process automation (RPA) have started changing the
industry. Many processes in business organizations, especially those of a repetitive
nature are being increasingly performed using RPA solutions. Even so, reports show that
the outsourcing industry is blooming with the BPO industry in countries like the
Philippines aiming to reach $25 billion in revenue in 2016, and is looking at adding more
jobs to the economy. Officials say that the industry’s call centers alone expect about
225,000 new jobs this year, whereas the healthcare outsourcing sector aims to hire
100,000 more workers this year. With the introduction of ICD-10 in the US, there is an
increased demand for medical data entry services such as medical coding. Among the
other growing sectors are software development, legal process outsourcing and finance
and accounting.
What are the shifts evident in the industry on the global level at present and are likely to
continue?
 Security is a top priority in 2016 and will continue to be so in the coming years.
With the Internet of Things (IoT) and telematics becoming more prevalent in
commercial and consumer products, security risk is expected to increase. Service
providers will have to focus on strengthening their security measures.
 Increasing prevalence of the cloud: More production workloads are moving to the
cloud. Many businesses may opt to use major public cloud options such as
Microsoft Azure and Google Cloud Platform. More core processes are likely to
move into the cloud.
 Service integration, incident management and change management are likely to
be increasingly outsourced. This is because many of the efficient cloud
technologies require integration efforts equivalent to those required to install ERP
systems. Most companies do not have staff capable of managing multiple
emerging technology platforms and will have to use outsourced services.
 Organizations and BPO companies are now focused on using automated systems
to carry out processes. Businesses will consider how to increase their RPA
capabilities while service providers will continue to include automation into their
solutions. Both outsourcing companies and their clients will have to rethink roles
and skill requirements for jobs to be done by humans, and at the same time
manage the contact points between automated functions and tasks performed by
humans. Outsourcing agreements will have to become more flexible to
accommodate the changes.

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 With the huge leaps being made by technology, the outsourcing decision making
will have to be quickly done. Organizations deciding on a digital strategy will do
so quickly to avoid facing a technology swing or a competitor overtaking them.
Here are some solutions BPO companies may utilize in the changing scenario.
 Make investments in area that would ensure speed, innovation and impact.
 Adopt high-end technologies that ensure delivery of technology-led innovations
on an ongoing basis.
 Hire and train employees so that they move up to positions such as data analyst,
mathematician etc and also offer higher capabilities to potential customers.
 Demonstrate to customers that they can deliver outstanding business outcomes
and are willing to take risks associated with such delivery.
 Secure deep knowledge regarding specific industry domains so that their
customers recognize that they understand their business and would work to add
value in their business transformation.
When it comes to outsourced solutions, experts are expecting a number of changes in
the BPO industry in 2016 and beyond. Organizations doing their homework and
implementing the best-in-breed strategies are bound to stay competitive in the industry.