BPM firms brave storm of second Covid wave with help from easier WFH rules

An old rule barred work such as voice calls from home. DoT relaxed rules last November, allowing BPM and other service providers (OSPs) to work from anywhere in India

As the second wave of the pandemic rages, business process management (BPM) firms like Genpact, EXL, Teleperformance, and WNS have invoked their business continuity plans, shifted work either to other locations, or are focusing only on critical work within projects.

In a note to employees earlier this week, Tiger Tyagarajan, chief executive officer (CEO) of Genpact, said the grit and resilience of the firm’s teams were inspiring.

“Our operating teams are working with clients in prioritising work by process and sub-process, cross-training resources, maintaining additional bench, and distributing work globally to ensure timely delivery. I’m holding daily calls with my senior leadership