Business Process Outsourcing (BPO) providers have seen a 47% year-on-year increase in annual contract value (ACV) during the first half of the year, said research firm Information Services Group (ISG).
According to ISG’s 2021 Provider Lens Contact Centre – Customer Experience Services Global report, this increase is due to remote work policies that helped “change contact center operations for good.”
ISG Director Jim Kane said that these changes made companies recognize the importance of utilizing new technologies and business models in their operations.
Kane added that companies are partnering with outsourcing providers to strengthen their customer support services. The pandemic also raised the demand for cloud-based contact centers.
The report showed that most remote work policy changes are focused on creating positive employee experiences through physical and virtual engagement hubs.
Among communication channels, ISG noted that increased use of social media, conversational artificial intelligence (AI), and analytics tools are observed within contact centers.