Given the high volumes of technological growth expanding across the BPO and Call Centers markets, economic uncertainty is the leading factor for profit and revenue instability. To remain ahead of the declining market, BPOs should look to increase client recruitment efforts within prosperous industries as forecasted recurring revenue could generate greater corporate profit and mitigate the widening gap between operating costs and revenue.

Similarly, demand from booming industries will remain a key external driving factor in supporting the growth and expansion of BPOs and contact centers. Finance, banking and insurance companies constitute the most significant demand for BPO services¹. Companies in these industries are responsible for large amounts of sensitive client, and proprietary data, so prospective BPO clients are choosing to outsourcing time consuming and data driven tasks to BPOs with greater technological integrations, therefore supporting BPO industry revenue. However, compliance and confidential information restraints will hinder BPOs that have yet to onboard greater internal IT-related security. Companies operating in the Professional, Scientific and Technical Services sectors will also continue to source labor and other administrative functions in ways that will continue to benefit the BPO industry. Should BPOs not serve clients within these growing sectors, the overall market decline is forecasted to pose a threat to the health of those BPOs operating on narrower margins.