The early months of 2020 where COVID-19 took us by surprise, 2021 has a more stable and optimistic outlook as the business world – and the BPO & Shared Services are better equipped to stabilize and adapt to a new working environment:
- Better healthcare protocols in the workplace
- Equipping employees with the knowledge and protective equipment
- Flexible working schedules
- On-site and Off-site delegation of teams
BPO has overcome the impact of COVID-19; the business is yet to go back to new normal and challenges related to compliance and data security still exist. The majority of BPOs continue to struggle with the new normal but industry leaders have shown the way.
New norms related to BCP, Compliance: Client Management, and Data security are helping both small as well as large BPOs to resume business and provide quality back office support. Here’s how BPOs have managed to stay afloat so far:
Function with Limited Workforce: Organizations that didn’t allow agents to access data and work from home agreed to run processes with a lesser workforce. Governments from around the world have worked with industry leaders to prepare a guideline that allows businesses with 30-50% capacity and carry out necessary tasks.
Adopt Cloud Technology: To store data and ensure easier and safer access by agents working from home, BPOs moved their crucial and confidential data to the cloud. The increased dependency on cloud improved business efficiency and rendered all data sharing and management challenges obsolete.
Adopting Technological Advancements: Some of the top Fortune 500 companies were ok with agents working from home because of their robust ERPs and CRMs that catered to the varied needs of data security. These are advanced and state-of-the-art technologies that identify any abuse of data and stop sharing in the mid ensuring full proof security.
BPO industry took a huge blow but like always it was able to cope up and offer the biggest companies from around the world the best of back-office services and customer support.
Going ahead, BPOs will be under immense pressure to ensure a tantamount level of data security when offering remote working to its employees. The aforementioned norms and changes will help the industry tackle the challenges prevalent with remote working and ensure quality client servicing.
2021 is looking to be a good year to invest in the Philippines, thus increasing the potential for business growth. Now more than ever as BPOs and Shared Services are coming to terms with the new way of doing business, offshoring to the Philippines to save on cost and get quality results is a wise business decision that any business owner looking to grow should not miss.
Daven Michaels is a New York Times Best Selling Author and CEO of premiere global outsourcing company, 123Employee. The company employs hundreds of young bright individuals on three continents. His International event, Beyond Marketing Live! inspires entrepreneurs to build & grow their business with revolutionary new theories and systems allowing them to design the business and personal lifestyle of their dreams.