A nagging question for most of us – How Outsourcing After the Pandemic Will Look Like? Covid-19 has put a lot of industries to the test; there was a huge shift from retail to an already saturated eCommerce experience. And in the ‘new normal’ businesses need to adapt – and fast. The solutions that businesses need before the pandemic were amplified to a new scale. Looking forward (with optimism on the availability of the vaccine), we are facing a ‘new model’ of outsourcing. Along with this, organizations would need to revisit how they approach their outsourcing arrangements.
As the outsourcing industry was exposed to the same impact that other sectors have experienced, there was a massive spike in outsourcing models. The lockdowns in countries like India and the Philippines have resulted in the demand to deliver new orders received by MNCs who are using outsourced talents for their operations.
Although the full extent of the pandemic has not been defined as of this writing, the countries that support large BPO sectors have appeared to have peaked. Thousands of hours have been spent delivering services in work from home environment. Organizations now have a bigger opportunity to rebuild the frameworks that would protect them from future scenarios.
Risk mitigation should be a top concern for organizations using outsourced models for their operations.
But what would define how the future of outsourcing would look like?
Acceptance of the remote working model
We have to accept it; business leaders and entrepreneurs have rediscovered the glory of working remotely. Office work is slowly becoming a thing of the past; this would result in in-house talent working in a more scrutinized and challenging environment. Why would companies spend the same amount of money on in-house talents when they can make things work less with outsourced talent?
Data will need to be secured more than ever, this might be a challenge to small outsource providers, but it is a must. Physical security will be lessened, so you would need to provide a certain comfort level to your clients that their data is secured. Having said this, outsourced providers of data security would see a significant increase in demand.
Spending cuts on physical offices
More physical offices will be empty as the remote working model becomes more popular. The resources allotted to these offices will shift to more organizational development. Providers should then find a way to challenge their clients to shift spending on solutions that would provide a more long-term value to their companies.
Providers like Irayaweb should take on the role of supporting our clients in business resilience. What do they need? How would they survive using our solutions? We are more than solution developers; we are, first and foremost, a valuable partner to our clients. And if it takes a few hours or more to sit down and provide industry insights to our clients – we will take that opportunity.
Optimize control structures
Organizations need to have an effective structure to control their in-house talent’s quality of work when physical supervision is limited. This sounds familiar, yes, because this is how outsourced models have been for years now. For provides of outsourced work – this is a matter of finding out how you can compete with this. How do you use this to benefit your service channels?
There should be a heightened focus on contingency planning; pricing structures should be secured more than ever. Outsource providers should have a new model on how to address “worst-case” scenarios. It has to be part of the promised value for the clients. The outsource providers with the best contingency plan win this game.
How outsourcing after the pandemic will look like?
We are nearing the end of 2020, the year that would go down in our generation as a very remarkable one. This year will be part of our conversations over the next few decades. But this should not veer us away from our passion for focusing on delivering a high standard of service to your client. The work environment will change; the solutions will evolve, but our passion for adding value is something we commit to.