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The global business process outsourcing (BPO) market is currently valued at over $260 billion and is expected to exceed $500 billion by 2030, according to Grand View Research . Outsourcing markets like the Philippines and India are well-established, but saturation, high turnover, and intense...
WHERE TO LOOK AND HOW TO VET THE RIGHT PARTNER The right call center or business process outsourcing (BPO) vendor relationships can lead to a great customer experience and sustained growth for both parties. Partner with the wrong vendors, however, and the experience could be quite different....
Remember the old saying, "Nobody ever got fired for choosing IBM"? Truer words were never spoken, especially in the call center outsourcing industry where the age-old debate of big vs. small vendor is a mainstay conversation. The topic of vendor size always sparks lively discourse and sharing...
What is impact sourcing, and why is it relevant? Impact Sourcing is a socially conscious business practice where companies are intentional about hiring individuals living in areas with persistently high unemployment and limited career opportunities. In many developing countries, job...
We can all agree – the goal of a contract is to guide a relationship clearly and efficiently based on the requirements and objectives agreed upon during the sales process. Although the negotiation can be uncomfortable at times, if both sides of the negotiation remain focused on the objectives...
There are many opinions when it comes to outsourcing, and whether outsourcing your contact center is the right approach for your company. On one hand, some feel they might lose control of the customer experience if they outsource, while others believe outsourcing is the only way to go. The good...
If 2020 and 2021 were years of change, transformation, and tumult in the business process outsourcing (BPO) world, how do we describe 2022 ? Was it more of the same? And what can we expect in 2023? It’s hard to say how 2022 turned out for many because it “feels” like the year came and went...
Transform Vendor Management into Partnership Success Your vendors are an extension of your brand. You entrust them with your most precious asset – your customers. So, how you manage outsourcers has a direct and lasting impact on customer loyalty and bottom-line growth. Although these...
Outsourcing started as a modest way to reduce costs. Lower labor rates in places like India and the Philippines, along with technology advancements, created opportunities to drive efficiencies in large organizations while tapping into a new talent source. Today, it's a whole new ball game. The...