ThinScale in partnership with Ryan Strategic Advisory.
What does this report entail?
The BPO industry is one of the most flexible & efficient industries, that enables its clients to concentrate on core business functions. With the uncertainty and the worldwide mass change that the pandemic ignited, the BPO industry is one of few that saw immense benefits.
The State of the Industry report aims to look at ;
How mass change has affected BPOs and what the future holds for the continued growth of the industry.
The key priorities organizations need to take into account so that they can thrive within this 'new' working landscape.
What technology is enabling organizations and their agents to be more productive in the long-run.
Why download this Report?
Learn what key trends are making a big impact in the BPO Industry
Find out why Hybrid working will become the preferred model of BPO service delivery
The top 3 priorities for BPOs: Growth, Employee well-being, Professional & Technology Investment
Why Ransomware and fraud are the biggest security threats for the BPO industry
Key Findings
Here are some of the key findings from our in-depth State of the Industry Report
64%
Find out why Hybrid working will become the preferred model of BPO service delivery.
50%
Of BPO leaders said that they hireon the basis of psychometric testing.
37%
See ransomware as the biggest perceived threat to the BPO Industry.
24%
See RPA & Automationas the biggest technology impact on BPOs .
73%
Of businesses lack strong continuity plans when it comes to data security
25%
Of the BPO workforce will be WaH, however, a shift to 100% WAH is highly unlikely.
Psychometric testing gauges personality and aptitude
50% of BPO leaders are leveraging psychometric testing to find the best employees.
Technology features as one of the top priorities for BPOs
RPA and automation, AI, and chatbots are having a significant impact on BPOs - enabling agents to be more productive.
Security is a critical issue for BPOs
37% of BPO leaders believe that ransomware poses the greatest threat to outsourcers.
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