Mei Yee Pang
Head of Asia Pacific, Global Practice Lead for Supply Chain, DHL
With more and more corporates now having to compete on customer service as much as product, Everise founder and CEO Sudhir Agarwal believes he has a solution.
Argawal established Everise in 2016 with a vision to disrupt the business process outsourcing (BPO) industry. Beyond the traditional brick-and-mortar facilities, he reimagined an outsourcing business that offers a more holistic, tech-powered solution to help organizations manage their business.
Argawal’s strategy has been to focus investment in digital experience (DX) technology that can free workers from more mundane and repetitive tasks. Everise’s proprietary AI-powered chatbots, virtual-assistant technology, robot process automation and other DX tools are able to optimise customer and employee experiences for clients.
COVID-19 has been a test case for Argawal’s ideas around new ways of working for the BPO industry. He says Everise was the first BPO to transition 90% of its global workforce to work from home within two weeks in March.
“I truly believe that the outsourcing model of the future is going to be one that is both globally distributed and blended between work-at-home and brick-and-mortar,” Agarwal tells Business Insider. “We are calling this cloud-shoring. We will continue to invest in our people, process, and technologies, which will continue to distinguish us as a next-generation BPO.”