Fiji represents the future of outsourcing. There are not many points of reference for the scale and speed of impact that the coronavirus pandemic has bestowed on organizations across the world. It is important to reflect as the pandemic unfolded and how the Business Process Outsourcing (BPO) sector reacted. Did they act skillfully as partners, and attempt to discover imaginative and logical answers to help their customers in their hour of need? Or did they check the agreement’s clause of ‘force majeure,’ and essentially attempted to limit any transient misfortunes? Also, did customers figure out how to function smartly to discover viable arrangements, instead of asserting punishments for missed Assistance Level Arrangements (ALA) and cutoff deadlines? So, it is crucial as we settle into the ‘new normal’ for what might be an extended period of time that we understand what BPOs are doing to support their clients during this ongoing pandemic.
Flexibility & Responsiveness
It is anticipated that companies of all sizes will take measures to introduce or expand their alternative working arrangements (e.g., remote working, shifts, and other flexibility measures) as a response to the ongoing COVID-19 pandemic. While increased flexibility may suit the client organization, that automatically translates an expectation that their outsourcing partner is ensuring flexibility as well.
Despite the success of Fiji’s control over the pandemic, the Fiji BPO Council and its members have taken all the necessary precautions in accordance with the Ministry of Health in Fiji and the World Health Organization (WHO) to operate safely and protect workers and clients’ work. BPOs in Fiji have embedded in their outsourcing model flexibility and responsiveness. So, it is no surprise they were able to adapt quickly to new health and safety measures. Our members are experienced in anticipating and responding to seismic shocks to their clients’ businesses and markets and provide solutions at speed.
Digital Adaptability
One of the advantages of outsourcing certain operational functions is that it allows access to the latest technology and systems as well as best practices in certain activities. With technology expected to grow exponentially and disruptively in the coming years, investing in the latest technology may not be an option for most companies but outsourcing will give them access to the latest available technology and therefore allow them to remain competitive and relevant. Here in Fiji, our BPO Council members are committed to investing constantly in their technology infrastructure to support such clients in industries such as logistics, telecommunication, banking and finance, insurance, call centres, etc.
Advances in technology have helped forward-looking companies to benefit significantly from outsourcing services for quite some time now. This is particularly relevant and will gain traction more for small to medium-size enterprises, who simply lack the space or labour to fund in-house auxiliary departments like finance and payroll. As economies around the world recover and governments continue to promote entrepreneurship, here in Fiji, we are ready for both established businesses and start-ups alike.
The Future of Outsourcing
The future of outsourcing is dependent, amongst other aspects, mainly on flexibility, responsiveness, and digital adaptability. Other BPO companies may lose work to automation and AI. However, in Fiji, our skilled workers perform creative jobs and tasks that software simply cannot do. That is why the Fiji BPO Council members are your true partners ready, experienced, and will go the extra mile for you. We are here for you and your business. Let us know your outsourcing needs here.