A Business Continuity Plan (BCP) is a fundamental component of ensuring the business can withstand various circumstance that would otherwise disrupt ordinary operations.
The Covid pandemic posed unprecedented challenges to business worldwide, and Business Continuity Plans were put to the ultimate test.
In the BPO sector, many companies were forced to shut down operations, with little to no notice, often resulting in an immediate cessation in revenue streams, employee liability issues and inevitably unhappy clients whose support provision was abruptly brought to a standstill.
Mindpearl, with the immense commitment of our valued employees, rapid call to action and our robust approach to Business Continuity ensured continued operations. Our BCP proved to be a fundamental component in withstanding the various circumstances that threatened to disrupt our ordinary operations.
In this article, some insights are provided into how Mindpearl’s Business Continuity Processes helped navigate the Covid years. It includes measures taken to protect the health and safety of our employees, how systems and processes were kept up and running, despite the challenges, and how we adapted to the changing needs of our clients.
Mindpearl are proud of our team’s resilience and adaptability during these challenging times. We hope that our experience will inspire other businesses to invest in robust business continuity planning. By doing so, companies will not only survive crises but thrive in the face of adversity.
Mindpearl are committed to continuously investing into the Business Continuity Plan to maintain the outstanding services provided to our clients, no matter the circumstance.
Multiple global sites
Localised businesses would have struggled to set up operations quickly in the face of pandemic-led lockdowns and work restrictions.
Mindpearl were fortunate to be in the position of operating a global network of facilities in countries which were less impacted in the early days of the pandemic. Nonetheless, as the Covid pandemic continued to spread and affect the entire globe, contingency plans were invoked by Mindpearl.
Through our existing BCP structure, Mindpearl could load balance client workload across different sites. Furthermore, in conjunction with technology partners, clients, and local government co-operations, Mindpearl could continue operations on site where workload was deemed to be essential service provision to clients and the economy.
Commitment and flexibility
In anticipation that workloads of certain client accounts would reduce, swift and proactive processes were put into motion. Employees were reassured of job security. Overdue vacation days were taken, and contractual hours were decreased were possible, on a temporary basis. This allowed Mindpearl to maintain employment along with the ability to ramp up rapidly as workload began to increase and fortunately resume toward normal contractual hours again.
Where permissible and practicable, the upskilling of employees provided for cross utilisation of skills across multiple areas – a component which presented additional flexibility within the business and most importantly for our clients.
Work from Home model
Through a rapidly deployed Work from Home (WFH) solution, our robust and flexible technology, connectivity, and platforms allowed for employees to be set up to WFH, accessing required information and systems and safeguarding that operations ran as per normal. Mindpearl ensured that information security, privacy and confidentiality standard levels were maintained for our clients and employees. WFH training was deployed, with strong emphasis on self-management and accountability, ensuring understanding that performance management was addressed consistently, whether working from home or onsite. Regular performance feedback and coaching, team check-ins and meetings with line managers guaranteed a supportive environment and that qualitative outcomes were maintained.
Mindpearl today
The success of the WFH processes means that Mindpearl now offer hybrid working opportunities, which is appealing for potential staff, attracts qualified staff looking to maintain a level of WFH post-pandemic and to offer this without compromising on client delivery and customer experience. The COVID years were challenging to say the least, and as a growing business with a headcount now larger than pre-pandemic days, we are extremely fortunate and proud. The hard work, sacrifice, commitment, and adaptability of our employees is invaluable, and certainly the determining factor to the success of our BCP implementation.
