Apart from work from home, business process management (BPM) companies have taken a host of measures to ensure employee engagement and client productivity. This has meant changing things not just in India, but a host of other geographies that they are present in.
The biggest challenge for the industry has been with regard to voice calls, which make up about 40 per cent of the processes BPM firms service, according to Sanchit Vir Gogia, founder and CEO at Greyhound Research. “BPM firms are also working out how to redefine their contracts for work from home constructs. They’re re-educating their own people about working from home,” he said.
While there may be initial hiccups in driving some of these initiatives, the use of technology and fast adaptation of remote working have their benefits. “Overall, this time is like a speed breaker for the BPM industry, but in the long term, it will help them come out stronger with delivery from remote locations made possible,” said Greyhound’s Gogia.
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Sanchit Vir Gogia: Sanchit is the Chief Analyst, Founder & CEO of Greyhound Research, a Global, Award-Winning, Technology & Innovation Research & Advisory firm. To read more about him, click here.
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