CX Files Randy Arellano - DATAMARK - BPO Has Transformed In The 2020s And This Change Favors Mid-Size CX Experts
Randy Arellano is the head of sales and marketing at DATAMARK. He is based in Dallas, Texas.
DATAMARK offers contact center and Business Process Outsourcing (BPO) services with delivery centers in the US, India, and Mexico.
In this discussion with Mark Hillary, Randy talks about how rapidly the entire BPO landscape has progessed since the start of this decade. The period of the pandemic created a wave of flexible working practices and work-from-home (WFH) that has persisted across the industry.
This has also led to new expectations around data security - to protect customer data when services are being delivered using a hybrid of WFH and in-office teams.
Randy also talks about how AI is offering new opportunities to support agents inside the contact center and improve the customer experience.
With all these developments available equally to the big and medium players, Randy argues that there is no longer a need to work with the giant BPOs if you want to access the latest technology and flexible working practices - it is equally possible in mid-size partners now.
A modern BPO is not stronger just because they have more agents. They are stronger because they have insight and ideas for how to transform CX processes and the ability to work in partnership with their clients - size is no longer a marker of service quality.
BPO has transformed inside this decade and we are only at 2024 - listen to Randy explain what has changed and why it is important for CX executives to understand this evolution.
https://www.linkedin.com/in/randyarellano/