Moving Beyond Traditional BPO Culture: Rise of Automation

AI-enablement for outbound calling setup is rapidly becoming the new preference over the traditional BPO setup.

Customer experience demonstrates whether an enterprise is flourishing or declining. It is swiftly becoming a top-most priority that comes down to the management, engagement and retention of customers and their expectations. Traditionally, most enterprises are habitual of relying upon BPOs for excellence in customer service and technical support. In fact, one of the top reasons (around 70%) for outsourcing is cost reduction. The second reason is flexibility (40%).

But do technical advancements of the 21st century acknowledge this?

The evolution of traditional BPOs-

Previously considered as a ‘Global Services Provider’, the traditional BPO was availed by enterprises due to the advantage of quick cost-savings with outsourcing, curbing financial distress and completing short-term operations.

However, this culture is now witnessing a rapid change because fewer professionals are opting to provide conventional telecalling services once an enterprise has transitioned towards an automated delivery model. The new challenge is to optimize this new model with effective programs and technology.

Today around 64% of leading enterprises are going with RPA (automation) as a digital enabler. Furthermore, around 58% of these companies have started adopting Artificial Intelligence to achieve the next level of automation.

In India, the developing talent or the youth is eagerly trying to move up in their career by taking up more high-value jobs and decision-making roles rather than going for telecommuting services. Does this mean that call centre agents are slowly being replaced by revolutionary Artificial Intelligence?

How AI is creating a niche for enterprises to look beyond call centres-

It is estimated that by 2022, AI-enabled telecommuters are expected to handle around 20% of all kinds of customer service requests. This relieves the traditional calling agents from the burden of manual processes and time. Now before they get in line with you, they already know who you are, where you are from, what you need and in fact, how to get it for you in the shortest span of time.

Sentiment Analysis is the new norm-

This new kind of AI application enables the new-age telecallers to analyse the customer’s spoken conversations to learn about their exact needs. The telecallers can then modify their responses to match the customer’s emotions and provide the best solution available. Not only does this reduce the call time by a significant amount, but it also results in better communication, experience and trust with the customers.

More and more enterprises are expected to adopt an AI model for telecommunications in the coming years, mainly due to the COVID-19 pandemic that forced many call centres to suddenly shift to a remote-work model. Also, studies show that the market for call centres with AI technology is expected to increase from $800 million in 2019 to $2.8 billion by 2024.

What ultimately matters is the excellence in customer engagement- it depends on the enterprise to opt for the model that best suits their requirements.

CRM Integration-

While outsourcing sales or marketing objectives, there are 3 major factors to be considered: Security, data integrity and data management. As more and more enterprises shift towards outsourcing instead of having their own CRM, it is important that their outsource partner is capable of managing customer data without losing on data quality and security.

In order to streamline the operations, enterprises now manoeuvre automated customised workflows that manage their end-to-end program with utmost efficacy. An integrated CRM for outbound calls eliminates the need for manual task prioritization and physical lead assessment by enabling live progress analysis, quality checking modules and resource optimization.

Encryption and data-masking-

A novel way to protect customer database, data masking ensures the format of data remains the same and only the values are changed. Today, telecallers have the power to alter the date in a number of ways, including encryption, character shuffling, and word substitution. This enables them to protect valuable information without giving way to any kind of data breach.

Real-time tracking and reporting-

In a traditional BPO set-up, it was difficult to track the live progress of a program and the calling executives were required to tally each process manually. By outsourcing their outbound calling operations to AI-enabled agencies, enterprises are now shifting their focus towards better reporting and feedback acquisition.

Flexible paying options: No per seed cost

Gone are the times when enterprises used to invest high budgets for setting up their own BPOs with full-time employees. This practice resulted in high costs with ineffective utilisation of time while decreasing the overall ROI. The new-age outbound calling solution with AI integration enables the enterprises to automate their entire BPO process at a lesser cost, with most of the programs working on a pay-per-result module.

Smart solution for outbound calling: GigIndia’s AI+Human Cloud-

A modern and smart approach to the age-old model of a conventional BPO, GigIndia’s AI+Human cloud ensures that the resources involved in setting up an internal model for business outsourcing get eliminated to the maximum. Our trained and certified telecalling gig workers ensure this by providing automated outbound calling solutions for operations like lead qualification, demand generations and customer excellence.

To transform your working model with our solution-oriented services, visit and get in touch with us.