Regardless of the market that an enterprise operates in; change is inevitable. Change affects structure and processes; the different layers of the enterprise, and the people who make your business a success. This reality is particularly important given the high-stakes nature of today’s digital environment. Today’s socio-economic, cultural and environmental trends driven by forces such as the Crowdsourcing, Freelancing and social activism require that business and individuals look at new models regarding employment and individual well-being.
Equally, as part of the burgeoning segment of the workforce loosely known as the gig economy continues to morph, develop and innovate — Executives face an increasingly complex landscape of technologies, methodologies, and both regulatory and compliance pressure.
So… What is Gig Economy and its impact on organizations?
Contact centers have long been one of the major forms of outsourcing. You could say they were the “Pioneers” in creating the Outsourcing and BPO space. The rapid adoption of information and communications technologies has enabled contact centers to evolve from the traditional model of providing a more cost-effective alternative to hiring people internally (Labor Arbitrage) to the delivery of IT and knowledge-based systems and services for every part of the Business Cycle.
Also, as more and more simple tasks and functions become automated the need for large groups of people answering calls, emails and chats will evolve. Today and tomorrows workforce will handle more diverse and complex issues than ever before. So while Level 1 support may become more automated and self-serve, the need for level 2 and level 3 support will increase. These roles will require more specialist than generalist capabilities.
Don’t discount the human factorAs the nature of the work environment continues to change, the BPO industry must adapt and evolve. Further, as technologies are advancing at record speed, the Crowdsourcing model is disruptive and must be embraced. Human elements will, therefore continue to play a critical role in the future of these technological advances. This continuing integration of humans and technology requires careful study and consideration to ensure optimal results for both.
To give an example, tasks that are complex, varied, and diverse such as Optical Character Recognition, Audio and Video Annotation and Sentiment Analysis, require greater levels of communication and collaboration with the human worker in order for the technology to become even smarter. We, at OPSIFY, recognize that for us to provide a valuable service that differentiates us from the competition, we must embrace these changes and be more flexible and nimble. Our flexible accordion strategy that combines a global network of state of the art locations, cloud-based technology solutions and liquid workforce access enables us to add diverse skill sets and micro labor to help achieve our customers’ goals. Our inside practices and processes in delivering the Human-in-the-Loop operations close the gap on Machine learning within the sphere of Artificial Intelligence (AI). Almost paradoxically, as more technology becomes available, human judgment and wisdom matter more.
Change is not only fast; it is wide-ranging.
In like manner, as more industries adopt cloud-based technology solutions and the liquid workforce business model — consider, for example, the impact of Amazon in retail, Uber/Grab in transportation, and Airbnb in lodging — will this pattern be continued in the BPO sector? What can it do? Where is it headed?
In the truest business sense of the word, adaptability entails being open to new ideas and concepts, being able to work on an independent basis or with a team as the situation demands, and juggling multiple projects without getting flummoxed when conditions abruptly change. The ability or degree of willingness to which one adapts in such cases essentially determines one’s level of flexibility — and possibly the heights ones will achieve in the future.
This article is intended to help light the path forward and hopefully empowers you to examine the transition and restructuring of this transformative effect that is taking place in all sectors, public and private, personal and social. This widely distributed workforce that can quickly adapt, understand, automate, and execute is the compelling narrative of our time.