BPO and CX Industry tips, guides and resources
The BPO (Business Process Outsourcing) industry is getting increasingly competitive with evolving technology and shifting client priorities. In the midst of it all, the driving force behind a BPO’s success is its human resource. A …
Starting a BPO (Business Process Outsourcing) venture can be both exciting and challenging. One of the key hurdles new BPOs face is acquiring clients. In this blog post, we’ll explore some effective strategies for optimizing …
Between employees, equipment, and technology, call centers can quickly become cost centers. If you align with the 54% of CFOs who intend to focus on cost reduction, you can’t afford to run an overly expensive …
Starting a virtual call center requires both upfront costs that you pay once and recurring fees you pay each month. First, let’s detail each of the initial and ongoing costs. Initial setup costs run between …
You’ve trained a team of call center representatives, perfected your standard operating procedures (SOPs) and service-level agreements (SLAs), and successfully signed contact center clients. You’re ready to take on new contracts and scale your business …
Remote work has become an essential part of the modern workforce, and behind the scenes, there are unsung heroes making it all possible—business process outsourcing (BPO) companies. In a recent podcast interview, Liam Martin, the …
To run a contact center that’s both efficient and cost-effective, you need to align people, processes, and resources with the company’s key business objectives. Workforce management (WFM) is crucial for the success of any call …
The BPO industry is booming, but many outsourcers still need help growing their company. Scaling beyond 1,000 seats is something that relatively few BPOs achieve, but it’s entirely possible as long as owners are prepared …