Industry-specific Telecommunication Call Center Trends In 2021

call center services trends 2021

The call center outsourcing services have transformed with time. Today, it is not just about answering phone calls, but understanding clients concerns, providing full-proof sales support and highly niche services. With the introduction of advanced technology like cloud computing and Artificial Intelligence, a modern telecommunication call center is better equipped to handle customer queries and other BPO tasks.

Here, we will talk about the latest call center trends for different industries that will shape the business for better in 2021 and beyond. As we walk through the trends we will also peep into market size, evolved digital call center services and crisis contingency plans with which they have assisted their clients to overcome the difficult phase.

Healthcare BPO

As per the report of Market Data Forecast, the size of healthcare BPO market worldwide is expected to reach USD $347.8 Billion by the year 2025 from USD $211.57 billion in 2020. Although healthcare comprises only 5 to 10 percent of the global BPO shares in the market, which is comparatively low if we compare other sectors like BFSI, manufacturing and IT, the potential for growth in healthcare telecommunication call center is very high due to increasing demand for quality care.    

Healthcare call center helps healthcare organizations to develop their business by outsourcing tasks to third party providers which reduces costs, and perk up services.

  • What are the market drivers?
    A growing number of customers seeking health insurance, digital transition of healthcare system, the demand to reduce healthcare delivery expenses, pharmaceutical companies loaded with patients’ enquiry and the obligatory implementation of compliances are key driving factors fueling healthcare BPO demands.   

Travel BPO

The travel and tourism industry has grown exponentially in recent years with rise in disposable incomes, improved connectivity, smartphone penetration, and arrival of tech-savvy millennials. As the industry evolves and competes more aggressively, new business models have emerged in this fast-paced business. With the entry of new players, the need for transformation and rapid technological advancements is pushing the travel and hospitality sector to outsource. Call centers for travel industry can offer a range of services like multichannel, multilingual customer service, billing and invoice, fare optimization, customized itinerary planning, ticketing, sales and reservation etc.

  • What are the market drivers?
    Need for in-depth voice process expertise, skilled talent pools, increasing complexity of transactional tasks, highly specialized and niche processes and the risk of falling off the radar are some of the key driving factors that have led to the increasing demand for outsourcing to call centers for travel industry.   

Financial Services BPO

Nearly 40 percent of customers are willing to change their financial service provider for more personalized service. 62 percent of customers expect BFSI companies to adapt based on their requirements, but only 47 percent receive the degree of personalization they expect (Source: contentstack.com).  Financial BPO outsourcing is a way to keep up to customer expectations while improving core business. The trend for outsourcing BPO voice process and many crucial functions like new account set up support, loan support, collections services, sales and conversions are all time high.      

  • What are the market drivers?
    Increasing need to adopt digital tools for banking, creating seamless Omnichannel experience, emergence of new technologies like AI, machine learning, blockchain, cryptocurrency and VAR and gaining expertise with all these, open banking, changing socio-political environment that drive regulatory compliances, and increasing customer expectations are some of the major market drivers that make Financial BPO outsourcing so popular.  

Wrapping up

Companies that fail to adapt to the upcoming trends often find it hard to beat their competitors. Domain-centered telecommunication call center outsourcing has always been helpful because reliable BPO providers are always embracing the latest trends and they keep evolving every day. 

    

 


Comments

  1. rohan nayakApril 18, 2022 at 4:53 AM

    Thanks for this essential information, its very informative and important to share this SBI share price


    ReplyDelete

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