How to respond to COVID-19 in BPO service

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The COVID19 crisis has adversely impacted almost all sectors globally, with disrupted supply chains, country-wide lockdowns, and organizations exploring the possibility of long-term and even permanent remote working. The Business Process Outsourcing (BPO) sector features contact center agents working from different locations and answering millions of calls every day. With the outbreak of COVID-19, China became the first country to ask these employees to work remotely, while others followed suit to contain the spread of the virus. The sustainability of these employees depends on multiple parameters, such as the ability to adapt to new working arrangements and the willingness to work across functions.

Challenges Faced by BPO Organizations

Some key concerns faced by BPO organizations are data security and the impact on productivity due to either inadequate infrastructure at employees’ homes or the lack of supervision. Some other issues include difficulties in recording calls when working remotely and the exposure of personal employee data to clients. Organizations are taking several measures to ensure that the productivity of contact center agents is not adversely affected by working remotely. Some of these measures include regular touchpoints with employees and periodic updates as well as daily team meetings to review the status of work being executed using tools such as WebEx, Zoom, and Skype.

Some of the Measures Being Adopted

  • A key transition being witnessed in BPO organizations is the shift from single-function operations to multi-functional operations to reduce the risk impact at any single location. This means that companies are no longer focusing on having only certain locations that specialize in one operation or service function. In addition, many companies are looking to move their operations to low-cost locations to bring down the exposure to risk. Cloud-based work platforms are also being considered by companies. A shift to a standard cloud-based work platform can reduce manual work and lead to work automation, thereby improving the efficiency and effectiveness of employees.
  • Make a Business Continuity Planning: The purpose of a business continuity plan is to ensure that your business is able to survive a critical incident. It permits an immediate response to a crisis in order to shorten recovery time and mitigate impact.  A business continuity plan functions in phases: Prevention - Response - Preparedness - Recovery.
  • Keep up with data security: Letting their employees use a personal computer or a laptop may be ideal for creative, programming, and design roles. However, it won’t work for accounting and other roles that deal with critical customer and business information. With this, most companies provided the equipment for their tasks. Their data is either stored in the desktop’s hard disk or a cloud drive with encrypted security. Each storage is password-protected which only the employee and their employers can access.
  • Cybersecurity: Another risk of using a personal device for work is cybersecurity. A personal laptop does not have the adequate tools to protect its system from suspicious activities online. Using a shared connection even poses more threat to this. Desktops provided by the companies have secured VPN and firewall that protects them for their entire operation. For employees with slow or shared connections, companies provide a portable broadband connection for a smoother workflow.


Covid-19 has shown how businesses in every sector must be prepared for the unexpected. When BPO companies are flexible and prepared for anything, they can act fast and make good choices, should a crisis strike.

Covid-19’s impact on business is unlike anything else we’ve seen in history. It has required leaders to make transformative decisions and organizational shifts on a broad scale. BPO companies that can quickly adapt to the impact of Covid-19 on the BPO industry can continue to grow, even in this trying time.

About Us – BPO-Support in Vietnam

BPO-Support is a BPO company in Vietnam. We have seen how the impact of Covid-19 on the BPO industry has affected the workplace, and we continually work to adjust to these changes every day.

If you would like to contact us, please send an email: This email address is being protected from spambots. You need JavaScript enabled to view it.

BPO-Support Ltd

Address: Danang City, Vietnam




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