Like most industries around the world, BPS was hit hard by the COVID-19 crisis. The industry’s initial response to the unprecedented disruption was concern about supply-side constraints impacting services fulfillment and quality levels. But worries were soon allayed by BPS organizations’ clear commitment and expertise and their broadly successful ongoing service delivery effort. The industry swiftly adapted to the Work From Home (WFH) delivery model, ably fulfilled services, and resolutely maintained service quality levels.
In this joint Everest Group / NASSCOM study, we define BPS 4.0 and its value proposition and recommend ways for industry stakeholders to effectively capture its value.