{"id":10265,"date":"2022-06-13T14:29:00","date_gmt":"2022-06-13T18:29:00","guid":{"rendered":"https:\/\/answersystem.com\/?p=10265"},"modified":"2026-09-22T12:42:52","modified_gmt":"2026-09-22T16:42:52","slug":"bpo-s-survival-of-the-flexible-blog","status":"publish","type":"post","link":"https:\/\/answernet.com\/es\/bpo-s-survival-of-the-flexible-blog\/","title":{"rendered":"La supervivencia de los BPO gracias a la flexibilidad"},"content":{"rendered":"
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Resilience in the wake of Covid-19<\/h2>\t\t\t\t<\/div>\n\t\t\t\t
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As we traverse further into what a friend recently referred to as \u201cour permanent post-covid state,\u201d many are looking around after a few years and realizing the effects of drastic changes to their respective industries, and the way we do business on a broader scale. One such industry that has weathered storms, and stayed afloat through proverbial tsunamis during the covid market, is Business Process Outsourcing, or BPO.<\/p>

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BPO exploded in the period between 2019 and 2022, increasing its global market value tenfold in that timeframe. From $26 Billion in 2016, to $261 Billion in 2022, as reported by Statista.<\/a><\/p>

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This growth was not without its pains. As our respective communities locked down, many companies were forced to swiftly reorganize themselves. BPO was no exception.<\/p>

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The reconsideration of companies\u2019 diverse BPO needs at the onset of covid \u2013 is well illustrated in a study conducted by Deloitte<\/a>. Companies outsourcing their delivery centers were questioned by Deloitte\u2019s researchers during April of 2020, to get a sense of their plans for their outsourcing processes going forward. 55% of companies expressed that a change in their delivery center outsourcing would be forthcoming. Of these, roughly 32% predicted less outsourcing going forward, and 22% predicted more.<\/p>

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Notably, the pandemic made changes to the BPO across these major areas; organizational, locational, channels and technology, customers and clients, and processes. These changes are seemingly long term and part of the \u201cnew normal\u201d that we face post-covid.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Organizational Changes<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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Companies have needed to rethink their workflows and org structures as many now lack centralized offices. Virtual collaboration is certainly the new normal, and BPO was forced to get on board with the new digital workspace model. McKinsey reports<\/a> that more companies have embraced flatter org structures in a post-covid era, citing the need for faster time to delivery, and less red tape on projects.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Locational BPO Changes<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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The shift to work-from-home was taxing for most BPO companies\u2019 existing infrastructure. Onshore\/offshore hybridization was the model to embrace once covid hit, and those already practicing that way were better equipped at covid\u2019s onset.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Changes to channels and technologies across the BPO industry<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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BPO companies needed to make interconnected, multifaceted communication systems a reality to keep things collaborative. A major change that many firms saw due to covid \u2013 It is no longer a guarantee that employees of any given company will be communicating by virtue of shared space. Companies need to offer remote access to robust digital workspaces, and to ensure security therein.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Changes to customers and clients in the BPO industry <\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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In the throes of the pandemic\u2019s onset, the most common fields of new BPO use adopted by companies were: data-related processes, analysis, and forecasting. Companies feeling blindsided by the unforeseen global health-event wanted further insight to inform their budgets in the aftermath.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Changes to Standard Processes in BPO<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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Automation is king. Processes have grown to include more and more automation as time goes by. The pandemic accelerated this trend, but the trend was prevalent anyway. AI driven systems like CRMs, which interconnect knowledge points across companies to make the most comprehensive profiles, are now a must-have for companies of all stripes.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t

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Flexibility<\/h3>\t\t\t\t<\/div>\n\t\t\t\t
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It can\u2019t be overemphasized how important flexibility has been to those companies showing pandemic resiliency, or pandemic boon. In fact, most companies who have fared well cite flexibility as one of \u2013 if not the key reason why.<\/p>

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AnswerNet had been practicing a flexible and adaptable mindset company-wide since its inception, and saw this flexibility allow the company to grow when taking on covid-related challenges. Rapidly implementing BPO infrastructures in the form of call centers and help desks for government agencies, during some of the most challenging times in the pandemic\u2019s trajectory, allowed AnswerNet to grow, adapt, and come out of the pandemic stronger.<\/p>

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Whether or not we\u2019re comfortable admitting it \u2013 industry, ways of life, and humanity are forever changed by Covid-19, and the safety measures needed to mitigate its impact. The new normal is starting to look more and more like teams of digital nomads creating projects across digital workspaces. If you need people-power to supplement what your business is doing post-covid, we\u2019ve got you! Reach out today for more information on outsourcing<\/a> some of your communications to our dedicated agents. The future demands it!<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\n<\/div>\n\n<\/div>\n\t\t<\/div>","protected":false},"excerpt":{"rendered":"

Resilience in the wake of Covid-19 As we traverse further into what a friend recently referred to as \u201cour permanent post-covid state,\u201d many are looking around after a few years and realizing the effects of drastic changes to their respective industries, and the way we do business on a broader scale. One such industry that […]<\/p>\n","protected":false},"author":3,"featured_media":10313,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[17],"tags":[38,36,47,81],"class_list":["post-10265","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-operational-solutions","tag-bpo","tag-call-center","tag-call-center-management","tag-remote-work"],"_links":{"self":[{"href":"https:\/\/answernet.com\/es\/wp-json\/wp\/v2\/posts\/10265","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/answernet.com\/es\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/answernet.com\/es\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/answernet.com\/es\/wp-json\/wp\/v2\/users\/3"}],"replies":[{"embeddable":true,"href":"https:\/\/answernet.com\/es\/wp-json\/wp\/v2\/comments?post=10265"}],"version-history":[{"count":7,"href":"https:\/\/answernet.com\/es\/wp-json\/wp\/v2\/posts\/10265\/revisions"}],"predecessor-version":[{"id":10319,"href":"https:\/\/answernet.com\/es\/wp-json\/wp\/v2\/posts\/10265\/revisions\/10319"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/answernet.com\/es\/wp-json\/wp\/v2\/media\/10313"}],"wp:attachment":[{"href":"https:\/\/answernet.com\/es\/wp-json\/wp\/v2\/media?parent=10265"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/answernet.com\/es\/wp-json\/wp\/v2\/categories?post=10265"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/answernet.com\/es\/wp-json\/wp\/v2\/tags?post=10265"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}