As India announced a three-week lockdown in March to curb the spread of the Covid-19 pandemic, 7.ai had a problem on its hands. The American business process management (BPM) company has offices in Bengaluru and Hyderabad, which house over 5,000 people—half of its worldwide talent pool. With India shutting down, 7.ai had to figure out how to continue responding to the customer support needs of several clients in the United States—in real time.
Cometh the Hour, Cometh the Bot
Connect the bots: India’s locked down BPOs turn to automation
Covid-19 has forced India’s $33 billion BPO industry to push for automation while evaluating the future of 1.3 million employees
India’s 3,000 BPO companies have struggled to enable remote working for its employees after the lockdown was imposed
Apart from reshoring operations, companies also accelerated their path to automation by using bots to resolve customer queries
BPO companies must now move the needle on digital revenue, which is still a single-digit percentage of total revenue
The post-Covid era will measure revenue generated by fewer employees who are part of a distributed model