BENGALURU: Over 1 / 4, 27 per cent, of Enterprise Processing outsourcing (BPO) firms will change to work-from-home fashions completely within the publish pandemic setting, signifies a survey carried out by Ozonetel, an on-demand cloud communications agency.
The survey, which highlighted the impression of the Covid-19 pandemic on the decision centre trade, reported that 53 per cent of such companies witnessed a drop in productiveness of name middle brokers through the pandemic.
The decline within the productiveness of BPO professionals through the pandemic was primarily resulting from issues pertaining to web connectivity, telecom points, lack of privateness, house, noise cancellation, lack of desktops and laptops whereas working from dwelling.
71 per cent of name middle brokers talked about web connectivity as the largest barrier to agent productiveness adopted by telecom points by 42 per cent.
Nevertheless, regardless of the challenges, a majority of the BPO firms are nonetheless working from dwelling resulting from issues round workers’ well being.
In response to the survey, 55 per cent of name centres are letting brokers go for work at home options, whereas 16 per cent are usually not opening places of work and preserving work at home obligatory.
The survey additionally discovered that 27 per cent are anticipated to completely change to WFH fashions as a viable long-term technique. Nevertheless, an equal proportion of BPO firms additionally wish to change again to places of work.
“The pandemic has made them take a look at the companies that they supply and the way they supply it. Ozonetel has labored very intently with shoppers to make sure that now we have seamless transition to work at home. Initially of the lockdown in March, we promptly assisted lots of our shoppers to maneuver their brokers to a work at home mode to assist with Enterprise continuity plan in a short time,” mentioned Chaitanya Chokkareddy, Chief Innovation Officer, Ozonetel.
With an annual income development charge of fifty per cent, India accounts for 50 per cent of the enterprise course of outsourcing sector globally, and the BPO phase is an integral a part of its $190 billion IT/ITeS sector.