The BPO call center industry is undergoing a major transformation due to AI. AI can automate tasks, improve agent productivity, and enhance customer satisfaction. BPOs that embrace AI will be well-positioned to thrive in the future. Are traditional BPO call centers a thing of the past?

In a recent episode, we had the pleasure of interviewing Jim Radzicki, President of GMI, a global outsourcing company, former CIO of the Valor Global, a BPO focused on the Telcos, Healthcare, and Tech sectors, and the former CTO of Telus International, a divesified BPO with over 50,000 agents. Jim brings a wealth of experience from the BPO industry, having started his career as a call center agent and rising to the C-Suite in some of the world’s largest call center BPOs.

Here are some takeaways

BPO call centers are increasingly adopting AI solutions such as call summarization to agent assists platforms.

AI can improve agent productivity and customer satisfaction by providing real-time guidance and automating tasks.

BPOs can leverage their expertise to train AI models and offer new services such as data anotation.

AI will not replace human agents, but it will change the way they work.

The key to successful AI implementation is to start small and scale gradually.