Do Offshore BPOs Have a Future?

Laivly founder and CEO Jeff Fettes examines the future of offshore BPOs in a new bylined article for Contact Center Pipeline. As AI adoption accelerates alongside political pressure to reshore contact center jobs, Fettes argues the two forces don’t spell the end of offshore delivery; they’re reshaping what makes it valuable.

Fettes writes that AI removes the operational friction that has historically put offshore teams at a disadvantage — fragmented systems, inconsistent training, communication lag — while raising the bar for what clients now expect: faster resolution, stronger compliance, fraud detection, and predictive insight. The BPOs that thrive won’t be the ones with the lowest labor cost, but the ones that can operationalize AI fastest.

“AI doesn’t eliminate offshore BPOs. It elevates expectations and their ability to meet them.”

Read the full article: https://www.contactcenterpipeline.com/Article/do-offshore-bpos-have-a-future