Hybrid Setup in the Philippine BPO Industry
Companies had to switch to remote working initially when the lockdown was announced globally due to the spread of Coronavirus. BPO agents as well as other personnel also shifted to a work from home setup to continue performing company functions and workout productivity.
With contemporary approaches, call centers handle answering calls and responsibilities remarkable from home. Modern methods for ensuring an enhanced customer experience are now made possible using Artificial Intelligence (AI), and cloud-based solutions also permit working from home. Any BPO provider just had to make certain that all agents and employees have access to necessary networks, systems, documents and communication channels. Remote management of BPO services is not a problem with the use of video conferencing and coaching sessions.
Moreover, work from home setup has wisely enhanced the productivity, well-being, and mental health of BPO employees. The increased demand for new clients across various areas of business have dispelled predictions of diminishing productivity and a purposeful and efficient work environment. Numerous partner businesses have benefited from the industry’s rapid adoption of the remote work model in reducing interruptions and other crisis effects.
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