The hard truth is that BPO strategy is largely built on a 30-year-old view of the world. No matter how much technology, security, and workstyles have progressed, the tenets of how BPOs support your customers haven’t really changed. In this paper, we will analyze how the systemic design of traditional BPOs accepts failure as a standard operating procedure, with customer experience, resource management, and cost control all suffering as a result.
Conversely, work-from-home care is utilizing data science, virtual workspaces, and gig economy workstyles to improve efficiency and customer satisfaction. In this paper, we will discuss the major misconceptions about work-from-home care and give examples of how virtual-first technology is driving new capabilities that will improve performance and delight customers.