Case | BPO | 2.6x Revenue Increase for Strategic Business Unit

This BPO firm used OKRs to grow an AI-proof Business Unit

Context: AI severely changed the way the world approaches Business Process Outsourcing. With AI agents, most services of Business Process Outsourcers (BPOs) could diminish quickly, such as chat, voice, and phone support. At this BPO firm, it was the same - they needed to double down on lines of business that would not be impacted by AI.

Challenge: Internally, the Business Units that was not AI-impacted was not the core business of the organization. All the resources were pointed somewhere else. The owner of that business unit had limited power to drive any change because the other teams that could help out had other priorities (a.k.a. worked in siloes).

Solution: We created a strategic-level OKR that targeted growing that specific line of business. At the tactical level, we created a crossfunctional working group with the Business Unit Owner, Marketing, Finance, Design, and Sales. All of them met bi-weekly to ensure everything that could be done to drive the growth of that Business Unit that was AI-proof was being done.

Results: At the end of the year, the goal was achieved. The revenue generated from the Business Unit that was not AI-impacted grew from 10% of total enterprise revenue to 20%. This represented a 2.6x revenue increase YoY. Ultimately, this meant the BPO was overall more resilient to the AI threat.