For the last few years, BPO (Business Process Outsourcing) industry has emerged as a very powerful pillar of the state. Both, the call center and the contact center, are playing a very vital role in this automation. Now a days, the trend of call center has become very high all over the world, utilizing millions of operations across the globe and helping as essential customer-facing channel for ventures in numerous distinctive businesses. All the companies of the world are now using this technology to expand their businesses. Doing business around the world has become much easier through call centers with hybrid system or internet of things. Many international companies use third world countries to reduce cost by outsourcing their business. Over the last few years, the trend of call center industry has also increased in Pakistan. There are many domestic and international call centers in Pakistan where many people work. This digital era has changed the whole world in phenomenal way. There was a time when people did not know about this industry and were exploited. But today, even an ordinary person is aware of this mob, about what is happening in this industry, about internet things in the world. Call centers have become a hybrid of consumer communication channels, and the future of this technology will see a growing hybrid setting, automation, combination of human agents and artificial intelligence (Al). Digital platforms are revamping the relationships between customers, workers, and employers as the silicon chip’s reach permeates almost everything we do—from buying groceries online to finding something on a website. As digitalization improves dramatically and more and more people around the world participate in the digital economy, we should think carefully about how to devise policies that will allow us to fully exploit the digital revolution’s benefits while minimizing job dislocation. Looking forward, we may see even more disruption from breakthroughs in digitalization of BPO hybrid system, which would facilitate consumers that are beyond the capabilities of current technologies or third-party CRM software’s. You might be thinking that how can we increase our business flow or work productivity so for that we need some changes in our current system or internet of things. Customer demands are significantly increasing. Therefore, it is important to develop sound call center strategies to improve customer satisfaction and to create loyal customer base
