The pandemic and technological developments create business and work trends of their own. Entering 2022, Indonesia is still a significant and potential market for the Business Process Outsourcing (BPO) industry.
This is in line with the increasing efforts of many companies to adopt new technologies and abandon traditional ways to revolutionize their business processes.

"We learned a lot from experience during the pandemic, which has pushed us to be more innovative in providing the best solutions and business models for partners. The Contact Center service, which continues to transform from traditional to digital, will still be one of our main services this year," said Saravanan Belusami, CEO of VADS Indonesia, in his statement, Monday (17/1/2022).

Also read: Home VAT Discounts to be Extended until June 2022

This time, Saravanan also revealed three main trends that are predicted to help drive the growth of the BPO industry in Indonesia this year:

1. Digital transformation remains the primary focus
Digital transformation will still be the main focus of many companies in 2022 as efforts continue to adapt to the dynamics of the pandemic. In many sectors, technology has not only shifted traditional channels to digital, but it has also reduced the number of conventional jobs.

2. Service innovation and value will be the key differentiator
New players will continue to enter the market so that competition will increase, especially in the variety of solutions and prices offered. Innovation and the value of service benefits will be the main things that distinguish BPO service providers from one another.

To further strengthen its position in the market, Saravanan said that his Company continues to build a culture of innovation internally and make customer experience and input the primary reference in designing solutions. The Company is also actively involved in various BPO community programs and participates in BPO seminars, workshops, and competitions both locally and internationally to continuously measure the level of performance of technology, methodologies, good corporate governance, and following current and future trends.

3. e-Commerce and financial services are the main sectors driving BPO business growth
Based on last year's business performance, the e-commerce and financial services industry will continue to grow positively and record stable revenues in 2022. Therefore, both are predicted to be the most potential sectors for BPO service providers.

To help expand the market, VADS Indonesia continues to strive to strengthen solutions beyond BPO by offering various ICT services such as Cloud, Security, Analytics, Automation, Service Desk as a Service, and Helpdesk as a Service to keep up with industry trends that continue to grow and support client needs.
"Understanding these three main trends, we will continue to be committed to strengthening our position in the industry and becoming a one-stop center in providing the best customer-centric services and solutions for BPO and non-BPO in Indonesia,"