As the business process outsourcing (BPO) industry continues to flourish, its evolution goes on just the same. Here are a few business process outsourcing trends that can impact the BPO industry within the next 1-2 years.

Automated Systems

New and improved automation systems are said to be lurking in the corners and are soon to be launched and introduced in the industry. These technological advancements are said to handle rule-based and repetitive duties and take such tasks out of the hands of a human staff.

As these robotic systems are cheaper and can operate continuously compared with humans, chances are, it will lessen the need for companies to go offshore.

Outcome-Based Pricing

Some BPO companies that have developed a mature relationship with their customers are viewed to gradually adapt an outcome-based pricing, wherein clients will pay only for predetermined results. This may be a complicated pricing model but it is something that long-time BPO partners are gradually shifting into.

Business Mobile Apps

As mobile apps become more popular in various corporate functions, more companies are expected to be gearing toward designing a specialized app to cater to their clients. These apps will aid in improving purchases, logistics, sales management and support, and other trade processes.

Business Process as a Service (BPaaS)

Automated BPaaS applications are foreseen to boom over the Internet. As cloud computer processing and storage become faster and less expensive, BPO companies now have better ways of improving their processes. With these services being made convenient to the public, access to important data needed to run BPO tasks is now made easier and cost-effective.

Review of Business Continuity and Disaster Recovery Plans

Last year, two massive storms have targeted most of the offshore destinations. Although, fortunately, these have not affected major BPO infrastructures, they still left an important message to BPO company holders, which is to implement a complete business continuity and disaster recovery plan. Thus, in the coming years, these plans will be given a thorough review to incorporate the importance of having immediate access to data from other locations in case of emergency.

Highly Skilled Customer Service Representatives

Customers now prefer human-powered customer service solutions. The clients will have the option to talk to a highly skilled representative who can speak in more than one language and communicate using multiple communication channels: phone, e-mail, Facebook, Twitter, Google+, and more.

These business process outsourcing trends will more likely change how things are going in the industry. But with keen preparation and sound decisions from BPO firms, these changes would surely alter everyone’s company positively.