Hyper AI at the well-being helpdesk: BPM companies are adapting to the coronavirus crisis


Besides working from home, business process management (BPM) companies have taken a plethora of steps to ensure employee engagement and customer productivity. This has meant changing things not just in India, but in a multitude of other geographies in which they are present.

Information technology and computer services were classified as essential services by the Indian government shortly after announcing the lockdown to prevent the spread of Covid-19. The industry has evolved rapidly to provide work from home to 90 percent of its more than 4 million employees.

“In Europe, we are transforming voice contracts into instant messaging. In LATAM (Latin America), we have created a new channel for healthcare providers, allowing them to help clients with virus-related questions via chatbots, instant messaging and video calls, ”said Bhupender Singh, President of Group Transformation at Téléperformance. He added that more than 55% of the company’s global workforce now works from home. It is present in 80 countries.

The same goes for Startek, which has faced a problem with the movement of people in the Philippines. “In the Philippines, we had to provide housing and other logistics facilities on campus. In Malaysia, subject to social distancing guidelines, essential services have been allowed to operate under close government surveillance, ”said Rajiv Ahuja, chairman of Startek.

To increase the productivity of their customers, BPM companies have had to consider piloting and rapidly deploying digital solutions. “With a global workforce in 13 countries, our goal now is to digitize the channels of customer interaction. This includes the hyper-adoption of AI-based technologies, such as virtual self-help, chat bots, and cognitive AI, which will further facilitate crowded contact center channels, ”he said. declared.

According to Sanchit Vir Gogia, Founder and CEO of Greyhound Research, the biggest challenge for the industry is with voice calls, which make up around 40% of BPM companies’ processes. “BPM companies are also looking to redefine their employment contracts from home construction. They are re-educating their own people on working from home, ”he said.

Genpact is one example. In addition to providing information to employees on health issues related to Covid-19, she has taken a host of measures to ensure their well-being in different ways. “We provide parenting webinars with outside experts for employees on how to help interact with children and keep them engaged during tough times … In India, we also have a well- be with qualified psychologists to meet the emotional needs of employees. We have a 24/7 helpline for our employees in India to provide emotional support and well-being, ”said a company spokesperson.

It also has an internal engagement program to highlight positive feelings and provides links to material that helps employees work from home or offers fun ways to follow teams remotely, as well as access. to resources that help with parenting advice and mental wellness. being.

“Adapting our coaching, feedback and training processes has been essential, ensuring that we continue to seek best practice regardless of location. Our technology needs to be more robust than ever during this time. Cyber ​​security is an important consideration for all businesses, for example, ”said Singh of Teleperformance.

The company has also set up a Covid-19 Global Top 100 Task Force, to share best practices in prevention and awareness. A crisis committee also meets daily and publishes daily updates. It has also published a health and safety policy on Covid-19, based on its experience in its operations in China. Results and solutions have been made mandatory globally, in its 460 centers.

While there may be initial problems in driving some of these initiatives, the use of technology and the rapid adaptation of remote working have their advantages. “Overall this time around it’s like a speed breaker for the BPM industry, but in the long run it will help them come out stronger with delivery from remote locations made possible,” Gogia said. from Greyhound.

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