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BPOs hunt for talent in smaller towns, build an Uber-like model to survive the pandemic

Covid-19 may fundamentally alter the business model of India’s USD4 billion BPO industry. Some call-centre companies are testing a “bring-your-own-device” model, similar to the Uber approach, and are looking to hire people in smaller cities to cut costs and have access to a wider talent base. Indeed, the BPO industry may not be the same again.
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Jochelle Mendonca
20 Aug 2020 7 Mins Read 0 comment
BPO companies have begun hiring in tune with a bring-your-own-device model. Getty Images
BPO companies have begun hiring in tune with a bring-your-own-device model.
Strong undercurrents of change — a new order, no less — are sweeping through the Indian BPO landscape. Old industry signposts are being surmounted by the new. With Covid-19 stalking Indian cities, the BPO industry is adopting new means to survive — for the moment. Indeed, as work from home (WFH) becomes a compulsion, some BPO heavyweights are
the current state of the BPO industry to Roger Bannister’s historic 1954 feat — running a mile in under four minutes. “Everyone thought it was impossible. Then, after he broke the record, many more people went on to break that barrier. Someone just has to do it once,” he sums up. ( Graphic by Mohammad Arshad)
Strong undercurrents of change — a new order, no less — are sweeping through the Indian BPO landscape. Old industry signposts are being surmounted by the new. With Covid-19 stalking Indian cities, the BPO industry is adopting new means to survive — for the moment. Indeed, as work from home (WFH) becomes a compulsion, some BPO heavyweights are the current state of the BPO industry to Roger Bannister’s historic 1954 feat — running a mile in under four minutes. “Everyone thought it was impossible. Then, after he broke the record, many more people went on to break that barrier. Someone just has to do it once,” he sums up. ( Graphic by Mohammad Arshad)

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