After having to completely transform overnight, the BPO industry now finds itself poised at its next impasse. Is work-at-home simply a business continuity plan, or is it the new table stakes for the industry. It's at these moments it's good to take a measured review of how ready the industry was and what it's doing to prepare for the future.
Everise and our experts collected data and research from industry analysts, including Bain & Company, Baird, McKinsey & Company and others, along with Everise internal data and laid our own expert analysis on top to come up with a COVID-19 Impact Report for the BPO industry.
In this report, you’ll learn three things:
- The BPO industry's preparedness for Work-At-Home.
- How COVID-19 has impacted industry demand.
- How the industry is preparing (or not) for the future.
- Act fast and be flexible
When change comes, it comes quickly. BPO’s who were already transforming and have agile, accessible leadership were able to respond in a fluid and dynamic way.
- Fortune favours the bold
BPO’s with strong partnerships were able to make decisive decisions early on. Half-measures led many in the industry swimming upstream as government restrictions increased and pressure mounted.
- Capitalize on the favourable labour market
With unemployment increasing and the pandemic ensuing, work-at-home jobs remain the optimal job opportunity for millions of people around the world.
- Commit to a holistic long-term strategy
The crisis has highlighted weaknesses in BCP’s that many did not foresee. Capture the most value and performance with a blended and distributed CX workforce.
The Everise Point of View:
Everise CEO, Sudhir Agarwal highlights:
We are steadfast that the optimal outsourcing strategy of the future is one that is globally distributed, blended between work-at-home and brick-and-mortar, made of full-time employees.
This approach offers the optimal flexibility to mitigate risk and address unknown outcomes on how COVID-19 will impact the global and regional economy, and their respective workforces, in the foreseeable future.