27% of BPOs in India may permanently switch to WFH models – survey

27% of BPOs in India may permanently switch to WFH models – survey

A survey conducted by cloud communications firm Ozonetel revealed that 27 per cent of Business Processing outsourcing (BPO) companies in India will switch to work-from-home models permanently in the post pandemic environment.

The survey, which highlighted the impact of the COVID-19 pandemic on the call center industry, reported that 53 per cent of such businesses witnessed a drop in productivity of call center agents during the pandemic. The decline in productivity was primarily due to issues regarding internet connectivity, telecom issues, lack of privacy, space, noise cancellation, lack of desktops and laptops while working from home.

While 27 per cent of companies are expected to permanently switch to WFH models as a viable long-term strategy, an equal percentage of BPO companies also want to switch back to offices.

With an annual revenue growth rate of 50 per cent, India accounts for 50 per cent of the business process outsourcing sector globally, and the BPO segment is an integral part of its $190 billion IT/ITeS sector.

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