4 vital BPO trends you should know this 2024

As the year 2024 unfolds, the Business Process Outsourcing (BPO) industry is poised for a transformative journey. Staying ahead of emerging trends is crucial for companies wishing to sustain success. 

Several key shifts are redefining the industry, presenting both challenges and opportunities for all players. 

This article highlights the vital BPO trends that are anticipated to shape the BPO landscape in the coming year. 

4 vital BPO trends of 2024

Here’s an overview of four vital BPO trends companies should be aware of this year: 

1. Transforming BPO operations through hyper-automation

Manual processes are no longer the norm. Instead, automation technologies are taking center stage. 

Hyper-automation goes a step further. While traditional automation focuses on streamlining tasks, hyper-automation can optimize entire business processes. 

Hyper-automation is slated to revolutionize BPO operations. This transformative trend is reshaping how operations are conducted by integrating these advanced technologies: 

• Artificial intelligence 
• Machine learning 
• Robotic process automation 

Mundane and repetitive tasks that human operators once carried out are now seamlessly executed by algorithms and bots. This not only accelerates processes but also ensures greater precision and scalability. 

Investments in hyper-automation are expected to increase significantly in 2024. Its impact transcends industry boundaries, influencing sectors ranging from finance to healthcare.

Companies are embracing this wave of automation to enhance speed, accuracy, and adaptability, making it a vital BPO trend to watch out for. 

2. Small/mid-sized companies evolving customer and employee experiences

In 2024, the emphasis extends beyond conventional customer support. This is an age of crafting personalized experiences that resonate deeply with clients and end-users. 

Smaller and mid-sized companies are taking the initiative to redefine expectations for customer experience (CX) and employee experience (EX). They leverage data analytics, sentiment analysis, and AI to tailor the customer journey and create meaningful interactions. 

Additionally, they prioritize investments in their employees through comprehensive training and development programs, offering flexibility and autonomy. 

This vital BPO trend highlights a people-centric approach. It enhances productivity and attracts top talent, challenging the dominance of larger corporations in the market. 

3. New BPO hubs in frontier cities

2024 will mark the rise of frontier cities as new BPO hubs. Traditional BPO destinations are facing increasing competition from these new centers. 

These once-overlooked cities now attract attention due to their untapped potential, cost-effectiveness, and growing talent pools. They also boast well-established technological infrastructure and favorable business climates.

Some of the frontier cities gaining attention include: 

• Cagayan de Oro in the Philippines
• Cyberjaya in Malaysia
• Katowice in Poland

BPO providers are increasingly exploring these frontier cities as compelling alternatives for establishing operations and delivering global outsourcing solutions. 

The cities provide fertile ground for growth and innovation. This strategy will drive economic development and create employment opportunities in previously underserved regions. 

As companies seek to diversify their outsourcing projects in 2024, the rise of frontier cities as hubs is a vital BPO trend to watch. 

4. Industry diversification in outsourcing

Outsourcing has long been prevalent in industries like IT and customer support. Beyond these traditional sectors, however, 2024 will witness a diversification in outsourcing practices, with new industries recognizing the value of operational efficiency.

From e-commerce giants to emerging tech startups, organizations across various sectors are leveraging BPO services to streamline processes, reduce costs, and accelerate growth. 

Healthcare is a prime example of an industry that’s turned to outsourcing to address staffing shortages and maximize resources. A survey conducted by Black Book Market Research found that 91% of respondents elected to partner with outsourcing vendors. 

This would see a dramatic increase in hospital outsourcing in the next five years, with the market value projected to reach $650 billion by 2027.  

The shift towards outsourcing is driven by the realization that it’s not merely a cost-saving measure but a strategic imperative for staying competitive in today’s dynamic market.

OP360’s eye on the horizon 

2024 is set to be a year of profound transformation and evolution in the BPO industry. As businesses navigate these vital BPO trends, they must prioritize agility, innovation, and collaboration to stay ahead. 

An accomplished firm like OP360 has its pulse on these trends, making it the perfect organization to partner with going forward. 

Contact OP360 today to experience how it is harnessing these trends to deliver a better way to outsource!