Business process outsourcing (BPO) firms in the Philippines and India have started work-from-home programs in what is seen as a major development in the customer service sector.
According to an Economic Times report, a number of BPO workers are now taking calls from home, enabling firms to provide services that are cheaper and which can be increased or relaxed based on demand. The work-from-home scheme is also timely, with the onset of the coronavirus. In fact, BPO giant Teleperformance said 2,000 of its agents in China are now working from home and that clients are open to this setup.
The company is also piloting the work-from-home model with two Indian companies, one in the e-commerce space, according to Bhupender Singh, president of Group Transformation at Teleperformance.