Podcast ¦ CX Files: Sid Victor – Movate – Is Flexibility Essential For The Future Of BPO

Key Takeaways

• Movate positions itself as a flexible BPO provider, combining traditional contact center solutions with AI and gig CX.
• The future of BPO is evolving towards a more integrated model that blends digital and human resources to improve customer experience outcomes.
• There is a growing need for BPO providers to offer flexible, outcome-based solutions rather than sticking to rigid, traditional FTE models.
• AI is expected to take on lower-complexity tasks, allowing human agents to focus on more complex interactions and tasks where deep subject matter expertise is required.
• The gig workforce provides access to specialized skills that can respond quickly to niche service demands without the extensive training typically required for full-time agents.
• Organizations need to adapt and rethink their traditional contact center structures as they transition into 2025 and beyond.
• The shift towards AI and gig solutions demands a cultural transformation among workforce management and service delivery methods.
• Companies must support their agents with enhanced training and development to prepare for the evolving role of the human agent in AI-integrated environments.
• Movate’s approach encourages ongoing innovation due to a vested interest in shared outcomes with clients, promoting deeper partnership dynamics.
• There is a distinct market divide between organizations embracing forward-thinking models and those adhering to traditional BPO practices.
• Successful implementation of new BPO models requires overcoming concerns related to security and management of gig workers.
• The industry is seeing opportunities to apply these new models in various verticals, such as health tech and EduTech, indicating a broad range of potential applications.

Key Statistics

• 4% of companies are fully utilizing AI to create measurable value as of early 2025.
• 22% of companies are just starting to see results from AI initiatives, while 74% are struggling to gain tangible benefits.
• Movate has approximately 12,000 experts and 8,000 gig workers across 20 locations globally.

Key Discussion Points

1. The BPO industry is experiencing a shift towards hybrid models that integrate traditional contact center services with AI and gig workers.
2. COVID-19 accelerated the adoption of remote work and the exploration of flexible workforce solutions in the BPO space.
3. Clients are increasingly seeking customized BPO solutions that address specific needs rather than traditional one-size-fits-all approaches.
4. Displacement of traditional frontline agents is anticipated, with the creation of roles such as brand advocates and data experts.
5. AI and digital assistants are becoming crucial in managing lower-complexity inquiries, reframing the role of human agents.
6. Gig CX permits companies to tap into highly specialized talent pools, which may lead to better customer service outcomes.
7. Organizations must prepare for the transformation of agent roles as AI capabilities expand and become integrated into service models.
8. Continuous innovation and fluid cooperation between traditional BPO and gig services will drive future growth.
9. The resistance to adopting these flexible models often stems from concerns about security and workforce management.
10. Movate’s integrated model offers clients a way to optimize their customer service operations while managing cost and performance risks.
11. The industry must prepare for changes in training, competency requirements, and performance metrics as agent roles evolve.
12. The creation of peer councils can facilitate knowledge sharing among thought leaders and encourage collective problem-solving within the industry.

Podcast Description

In this episode of the CX Files, hosts Mark Hillary and Peter Ryan engage with Sid Victor, Senior Vice President at Movate, to explore the evolving landscape of Business Process Outsourcing (BPO) in 2025. The discussion highlights Movate’s dynamic approach, which merges traditional contact center practices with artificial intelligence and gig economy solutions. Sid shares insights on the importance of flexibility, the emergence of new agent roles, and the critical need for organizations to adapt to upcoming challenges in customer experience management. Tune in to understand how these transformative trends are reshaping the future of BPO and what they mean for industry leaders.