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The Competitive Edge in BPO

Updated: Mar 22, 2022

Nick Kovalski, Partner and Cofounder of Intellink, participated in a global event organised by Frost & Sullivan

Frost & Sullivan recently brought together thought leaders from European customer experience (CX) outsourcers to discuss the technology‐centric future of the European outsourcing industry and its effect on advancing digital CX transformation for brands.

The company expects CX outsourcing revenue to grow by 10.1% this year, slowly settling into the annual growth rates that were common before 2019. This growth is a significant bounce‐back for European CX; 60% of European organisations have seen an increase of at least 20% in total interactions.

“Nick Kovalski mentioned that speech analytics software has a significant effect on service costs and quality. In the past, a small team of supervisors would monitor conversations and attempt to draw conclusions from a sample of interactions. Now, tools powered by machine learning do the same, analyzing 100% of interactions”.

According to Nick, it is important to stay transparent by constantly sharing and obtaining new knowledge with partners worldwide. Nick mentioned: "It is our responsibility, as market leaders, to connect and share our knowledge between each other. Such steps help keep workplace environments balanced and harmonious, internal processes efficient and balanced.

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