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Key Takeaways
The role of BPOs is evolving from merely executing tasks to delivering strategic value.
Engagement with clients has shifted towards partnership models where expertise in customer experience is required.
Clients are increasingly interested in the larger customer journey beyond the immediate service interaction.
BPO providers are expected to use their technological advancements to enhance client offerings.
Metrics such as net promoter score (NPS) are being utilised to assess customer retention and satisfaction.
BPOs are integrating AI with the human service element, focusing on emotional intelligence to enhance customer interactions.
Traditional models of lift-and-drop outsourcing are being replaced by more holistic approaches.
Value is derived not just from direct cost savings but also from improved customer loyalty and revenue generation.
Companies are focusing on preventing customer issues before they escalate into collections thr...
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