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BPO Indistry

The BPO industry in the Philippines is rapidly growing, emphasizing collaboration, data analytics, mobile accessibility, and social media management. Companies are focusing on creating collaborative teams to enhance efficiency and utilizing real-time data for decision-making. There is a significant shift towards investing in social media management tools to improve customer engagement and satisfaction.

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Carmina Alexandra Lopez
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5 views2 pages

BPO Indistry

The BPO industry in the Philippines is rapidly growing, emphasizing collaboration, data analytics, mobile accessibility, and social media management. Companies are focusing on creating collaborative teams to enhance efficiency and utilizing real-time data for decision-making. There is a significant shift towards investing in social media management tools to improve customer engagement and satisfaction.

Uploaded by

Carmina Alexandra Lopez
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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The local BPO industry is the fastest-growing sector in the Philippines.

Here are the key facts that


entrepreneurs should know about business process outsourcing in the country. Business process
outsourcing (BPO) plays a major role in supporting various business models. It enables companies to
focus on core business processes to become more efficient and competitive.

 Bringing the Collaborative Workforce Together


To ensure effectiveness and efficiency both BPO and BPM brands are creating a workforce that
is collaborative as a top priority in the industry today. The teams inclusive of the experts who
have the ability to be anywhere and connect with the other teams in the business allow brands
to reach globally to different markets and deliver services. The industry meets challenges with
effective collaborative teams to automate processes including workflow, deliver tasks, and
manage everything under the sun for contractors and freelancers.

 Analytics Tracking for Data-Driven Industry


Business Process Management as an industry works with a huge amount of data that is tracked
and measured continuously. The BPM developers are focusing on ensuring that the businesses
can get real-time data flowing in 24/7 and they can utilize those analytics to make fast business
decisions, control costs, and optimize as needed. The real-time or easy and efficient solutions
can help in identifying and preventing fraud and evaluate business risks, etc. Developing
software for such issues will be focused in 2020 as a top priority in 2020.

 Mobile Accessibility
While smartphones are becoming a trending part of the digital transformation, there is no
activity that cannot be tracked using a mobile today and hence in 2020 Smartphone aspect of
business will be a major part of the focus area. To focus on customer experience, a high
percentage of the customers today own a smartphone coming from various age groups and the
number is expected to increase.

 Focus on Social Media Management Tools


Companies now realize that social media is a game changer. It provides an unprecedented
wealth of consumer data and feedback that can enhance a company’s ability to analyze
upcoming trends and to innovate. Instead of call center software programs, companies now
want to invest in real-time customer engagement that will allow them to gain first-hand product
insights and turn issues into new products or solutions that will address future problems.
According to Credo Consulting, consumer demands for multi-channel communications (including
social media, live chat, etc.) has exploded over the past five years. For BPO service providers,
this change in customer management is a huge opportunity. Over the last few years, BPOs have
been investing in the tools and capabilities to offer a wide range of social media management
services. These service offerings range from social media monitoring to business intelligence and
actioning customer response. Many BPO service providers are also investing in dedicated social
media service teams. Working in tandem, social media teams and customer representatives can
deal with customer grievances much faster, leading to higher customer satisfaction and better
customer experience. In 2022, this trend to invest in new technologies, tools, and teams to
provide better social media management for customers is expected to continue.
These approaches should be examined and implemented to ensure that it is in sync with the
organization goals and can be adopted into processes easily. One should be open-minded to
adopt the new technologies and their efficient use in the organization and traditional methods
are replaced.

The CEO Magazine; Emerging BPM and BPO Trends in 2020. Retrieved from The CEO Magazine:
https://www.theceo.in/the-ceo-magazine/emerging-bpo-and-bpm-industry-trends-in-2020

Retrieved from Time Doctor (May 4, 2022): https://biz30.timedoctor.com/business-process-


outsourcing-industry/

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