Mango 5

The changing BPO landscape: Outsourcing complex activities

As new technology advances and is introduced to a broader scale of businesses, these industries and business niches make an effort to accommodate the changes. The BPO industry is one of these examples.

Common advances of technology in the business process outsourcing (BPO) industry are digital upgrades. These upgrades include chatbots, automation, virtual agents, new services offered to outsource and many more.

What are the changes in the BPO landscape? How can the changing BPO landscape affect outsourcing complex activities in the future?

Firstly, and the main point of this article, is that with the changing BPO landscape, providers are now able to offer more complex service outsourcing.

More Services offered

The BPO industry is expanding in a great way – more and more outsourcing providers are offering the option of outsourcing more complex services and tasks.


The more you can offer, the more your business can bloom. So what are some of these complex tasks that can now be outsourced? To name a few:

  • Medical screening
  • Creative writing
  • Website design
  • Social media management

All these plus more advanced activities and tasks are being offered by BPO’s. This is good to provide for their clients and keep up with the changing BPO landscape.

Artificial Intelligence (AI)

Artificial intelligence (AI) has become quite a big factor in the BPO landscape and is revolutionizing the way tasks are being handled. AI in outsourcing refers to the use of chatbots, automated replies, data analytics and more.

Chatbots are very useful in the BPO industry as they are quick, easy to implement and cost-efficient.Using Artificial intelligence reduces the number of employees required, office equipment, office space and training costs.

New technology


Over the last few years, the introduction of new technology in BPO, such as Robotic Process Automation (RPA), social media, cloud computing, and new software, has aided in the growth of the industry and allowed for more complex tasks to be offered as an outsourced service.

Outsourcing complex activities

The BPO industry has undergone a lot of growth and an increase in the services offered over the last decade.

Even though there is a lot of helpful and fast technology available in this industry, when it comes to the more complex tasks, outsourcing these tasks to a reliable team of professionals is the smart way to go.

According to a study and research by CGS Inc, concluded that in the upcoming years, “one-third of companies will either increase outsourcing or outsource for the first time.


In general, AI and new technologies are a big part of the changing BPO landscape, and how BPO providers are able to offer more complex services and tasks outsourcing.

The new changes and upcoming trends in business process outsourcing introduce new clients and help BPO’s cater to a wider client base, and in addition to offering more services, are also helping create more jobs.


More complex services like medical screening, cloud computing, social media and even web design are being outsourced as BPO providers increase their offered services.

Remember, when it comes to introducing and implementing new technology and industry changes into the outsourcing industry, the future of using artificial intelligence is meant to enhance the customer service experience, not completely replace the employees in these sectors.

These skilled and highly-trained professionals will remain entrusted with handling the more complex tasks.

Please complete the form below, and one of our BPO experts will contact you to set up a strategy session to discuss your business needs and explore how Mango5 can provide tailored solutions to help you achieve success.