More flexible partnerships and faster adoption of digital tools will transform BPOs - Business Insider

Consultancy Deloitte says COVID-19 is a 'wake-up' call for the traditional-minded business process outsourcing sector.

Because of his work, Business Insider named CEO and founder of Everise, Sudhir Agarwal, to our annual list of theAmid the chaos of COVID-19 and the huge impact it has had on the global workforce, there is one business sector for which the pandemic could end up leaving a positive legacy. For the business process outsourcing sector, COVID-19 has drawn a clear line in the sand between the old and the new.

The report notes the need for the BPO model to become more flexible and responsive, and better prepared to anticipate and respond to unexpected changes to their clients' businesses and markets. At the same time, the long-promised pursuit of digital transformation will need to become a reality to help reduce the reliance on people for critical and high-volume processing.

Everise says it was able to move 90% of its global workforce to work from home within two weeks in March. Having implemented WFH solutions as early as 2018, the company was able to retain business continuity and secure new business wins, despite restrictions in many of the 14 global locations in which it operates.

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