The BPO industry has seen two decades of impressive growth and the Asia-Pacific region has been a big benefactor of this trend. Covid-19 has accelerated the digital challenge for this industry. Service providers need to transform with a sense of urgency as they seek to address the changes in business model and rapidly evolving customer needs.
BPOs are aiming to drive tighter integration with end to end organisation business processes as they work towards delivering on outcome-based business models. There is also growing realisation of the importance of enhancing the employee experience to deliver great customer experiences.
In this report, we take a closer look at:
