The disruption caused by the pandemic has led enterprises to urgently reassess service delivery models to protect against future shocks – and bake in resiliency.
For the BPO industry, the implications are huge.
Once again, providers find themselves having to react to a world-wide economic disaster (the last being the global financial crisis of 2008) by rewriting their operating manual. But whil,e back then, the shift was from low cost labor to higher value work (and in some cases rebranding as Business Process Management), this time nothing short of full digitization will save them. The onus is on BPO firms to reconsider their game plan and reassess the as is of their value proposition.
All opportunities will start with one thing: digitized data. And tackling this at 'point of entry' is key.
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