The COVID19 crisis has adversely impacted almost all sectors globally and the BPO sector has been no exception. With disrupted supply chains, country-wide lockdowns and organizations exploring the possibility of long-term and even permanent remote working, the recovery of this sector seems to be slow and its future uncertain.

Even though the BPO industry is regarded as one of the fastest growing industries, many organizations took serious measures to protect its employees, that includes work from home & laying out support IT infrastructures.

Delivering this paradigm shift and keeping business continuity “lights-on” – was the balance that IT leaders across this industry had to keep and will continue to focus on.

CIO India’s Survey in April 2020 on “Changing Enterprise IT Spending Priorities” also indicated that IT, particularly the outsourcing sector, will now focus on Business Transformation and drive significant investments in security, mobility, and cloud-based collaboration tools. The goal will be to support resiliency in all aspects of the business, as well as resilient decision making.

In order to keep the businesses resilient and ensure business continuity, we need to increase the use of technology such as artificial intelligence (AI) and RPA. This superior growth of advanced technology and globalization has changed the way businesses function and business process outsourcing solutions have been found to be immensely beneficial. However, the goal is to promote a better user experience and move along with the technology trends. India, being a key delivery market for the BPO industry – was and is continuing to run mission critical services and ensuring customer centricity through the continuity of business functions.