As 2021 draws to a close, we thought it was time for a little reflection on yet another extraordinary year in which it has often been hard to keep up with the twists and turns of the pandemic and the consequences for society, businesses and the economy.
When the pandemic first struck and lockdown was implemented in March 2020, we moved our own teams from their offices to secure, remote working. Before the pandemic, our teams were based at our Cape Town office, but they are all now equipped for secure, ISO-27001 certified remote working.
We achieved this quickly by everyone pulling together and going the extra mile. Obviously, the speed of the necessary change required a lot of effort from all involved but we managed to continue service provision uninterrupted.
We carried on providing all the same services and swiftly took on additional work to support in-house teams who were on furlough or unable to work remotely. We have continued to deliver legal and business process services without major challenges during 2021.
However, as with all businesses, the absence of face-to-face interaction for much of this year has made it more difficult to develop new client relationships. Whilst there were some very creative uses of video calls, there is a tipping point where “Zoom fatigue” sets in and people just crave human contact, we’re social beings after all!
There is a silver lining…
Clients are now much more comfortable with remote working. The view seems to be that lockdown accelerated this trend by at least ten years. This works well for us as the Global BPO model is to provide legal and business process specialists who support our clients remotely. Clients are now very familiar with the concept and so it’s easier to explain the advantages.
It still feels like much of the legal profession is in a state of flux, with no one really sure how working patterns will settle down eventually. The hybrid working model seems to have cornered the market and being able to adapt quickly and do both remote and on-site working seems like an advantage.
A time to be thankful
Particularly at this time of year, it’s good to focus on the positives. What initially looked like a very challenging situation has forced us to come up with workaround solutions in our own business – proving that with the right approach, difficult times can be overcome.
We may have had to adapt and be flexible but our services are better than ever as a result. The resilience and sheer hard work of all our colleagues pulling together have strengthened our working relationships. Many of our clients said that they couldn’t have managed without us – that really is the best accolade we could ever ask for.
So, all that remains for us here at Global BPO to say is: we wish you all a very happy, healthy and prosperous new year – we look forward to working together in 2022!