Like most industries around the world, BPS was hit hard by the COVID-19 crisis at the start of 2020. The industry's initial response to the unprecedented disruption was marked by concerns around supply-side constraints impacting the fulfillment of services and quality levels, but these were soon allayed by successful service delivery through the expertise and commitment of BPS organizations. The industry swiftly adapted to the Work From Home (WFH) delivery model, fulfilled services, and maintained service quality levels. The COVID-19-induced crisis paved the way for the industry's evolution to BPS 4.0 - more dynamic, reliable, and significantly more agile in driving and addressing next-generation client needs.
In this study, we define BPS 4.0 and its value proposition and recommend ways for industry stakeholders to effectively capture value.