It was a tough first half of the year for the BPO industry because of the pandemic causing huge resourcing challenges with the implementation of lockdowns and work-from-home protocols. Nonetheless, there is now an increasing activity in the sector, and the outlook is strong. The impact of the pandemic is one that the BPO industry can consider a “wake-up call”. Only those who have been adapting to new ways of working can succeed. Deloitte’s report notes the need for flexibility, responsiveness, and preparedness in the BPO model. In addition to these is the realization of digital transformation to help reduce the dependence on people for critical and high-volume processing.
