The COVID-19 pandemic is acting as a catalyst for rapid transformation of the traditional BPO model. It is shining a light on how flexible Outsourcing Partners have been with their clients when conditions change rapidly and how far along the digital journey they have ventured. Where an Outsourcing lacks preparedness and flexibility, customer may choose to end the relationship and perhaps take work back in-house.

Equally, there will be cases where providers are lauded for their practical approach. How BPO respond beyond the immediate crisis will determine the winners and losers in the future, and whether the industry as a whole thrives or not.