Nearshore BPO and its key role in digital tools

It is safe to say that the BPO industry maintains a constant growth, it is even a topic of discussion that I have read and heard in various recent opinion articles, videos, and radio programs.  

Reasons such as the pandemic and supply chain failures have motivated various companies to nearshore because of its proximity to North America.  

This is becoming a series of technological innovations and exchanges that will benefit all stakeholders.  

Technology plays a key role in running nearshore operations and services. If we get into the tools and means used, we see a valuable contribution that has facilitated a considerable number of businesses.  

What began as a series of companies offering certain support services became businesses capable of sustaining total operations through delegation.  

Adaptability:  

The BPO industry, especially nearshore businesses, has shown an ability to adapt in surprising ways. 

Through their resilience and professional teams, the adoption of different methodologies, media and digital tools cushioned what may have been a major constraint such as the pandemic and deficiencies in the supply chain.  

Also, the ability to match not only the needs and objectives of its customers, but also the bilingual factor and the integration of different cultures, have established more competitive advantages, compared to other local or offshore service providers.  

Top technologies in the BPO industry:  

Once we get into the variety of technologies that the industry has implemented in different logistics businesses, consulting firms and nearshore call centers, it is no surprise to see why they have adapted and have managed to diversify their offer.  

Media:  

All those tools with the ability to communicate individuals or cases in their respective media are fundamental to the day-to-day of a BPO.  

Whether by telephone, email or live chat, communication is an industry-driven element when connecting people to meet the needs of any aspect of health, finance, entertainment, etc.  

It is because of these channels that companies have expanded the range of care, according to customer preferences. 

Supported by trained labor forces and available 24/7 by the time zones provided by nearshore.  

Big Data & Cloud Services:  

The management and storage of data has been made possible by the constant investment and application of super servers, able to save and optimize large amounts of work.  

All this data has become a series of opportunities to detect patterns and behaviors that can help us solve problems and understand behaviors.  

And especially considering that the management of big data, controversially in some cases, has become another great opportunity for companies.  

By their nature, since they are mined data, various companies have been responsible for refining them. Yeah, like that Apple TV series: Severance, but without the spooky factor.  

Thanks to this data interpretation, it has allowed the optimization of various multidisciplinary operations even with internal and external challenges.  

But at the end of the day, all that data must be saved, and this is where the companies offering cloud services come in, with the ability to store important information. 

Artificial Intelligence:  

Yes, almost everyone has talked about this tech. Why? – because of its constant advancement and implementation!  

When I discover a new AI program or tool and see what it can be capable of in terms of communication and information analysis, I am totally surprised.  

BPO has driven AI-based tools that have managed to recognize not only voice patterns, but also interprets data for decision making, recognize mistakes and has the ability to alter a person’s oral speech.  

We currently have our tool: Speech Analytics AI. It has helped us study voice recordings to detect speech limitations and address them with our training team.  

Final Thoughts:  

Without a doubt, it is important to recognize the contribution of the BPO industry in the creation and implementation of innovative technologies.  

These tools represent an opportunity to discover and facilitate more operations, and from what I see, they will not stop.  

From data management to different channels of communication and discourse, technology and its versatility has given a sense of prosperity to companies with vision and constant growth.  

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