BPO. BPM Archives — LIRNEasia

End of the off-shored call center?

Posted on February 5, 2016  /  0 Comments

According to the Economist, the end is in sight for the out-call and in-call centers. Time to move up the value chain. Software robots are only going to become faster, cleverer and cheaper. Sarah Burnett of Everest, a research firm, predicts that the most basic jobs will vanish as a result. Call-centre workers will still be needed, not for repetitive tasks, but to coax customers into buying other products and services.