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By 2028, it is expected to reach USD 34570.73 during the forecast period 2022-2028. Automation and AI Capabilities- In today’s time, automation and AI capabilities have emerged as a key requirement of call centers and contact centers. As per a report , in 2022, the Global Customer Service BPO Market size was USD 22598.82
million by 2028; it is likely to record a CAGR of 7.5% from 2023 to 2028. Compliance and Regulatory Adherence: Quality assurance also includes compliance and adherence to regulatory requirements. BPOs offer a comprehensive range of services, including but not limited to customer support and sales.
from 2021 to 2028. Automation tools like Interactive Voice Response (IVR) and AI Chatbot, offer customers self-service options, allowing agents to focus on important calls, thereby reducing extra workload. As per a report , the global BPO market size was valued at $221.5 billion in 2019 and is expected to grow at a CAGR of 7.4%
Of the 5 CX trends highlighted by TTEC in its CX trends report , the emergence of autonomous AI agents signals what could be the biggest innovation in the customer experience space in the next year. Agentic AI is designed to conduct more complex actions than machine learning or generative AI, with minimal human supervision.
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