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It’s no secret that CEOs often have a hard time handing over parts of their business to others, including third-party providers - and we completely understand. Especially if you founded the company, or have been at its helm for a while, the thought of giving up control or looping in another team to help you can be panic-inducing. How do you know if you’ve found a trustworthy business partner? [...]

If you read our previous post in which we shared our predictions for outsourcing trends in 2019, you might be wondering what else we’ll see in the industry in the New Year. Don’t worry; we’ve got you covered. In this post, we’re going to delve into the final four predictions we have for the coming year. Let’s dig in. Let's talk solutions! [...]

Have you and your business been benefiting from business process outsourcing (BPO) for a while now? If so, you might wonder what the next year will bring in terms of outsourcing trends. After all, the BP outsourcing industry experiences changes year-to-year like any other industry. And while the functions of BPO providers will largely stay the same, there are many nuances we’re predicting will be the new norm in [...]

If your business deals with managing high call volume and needs to use a call center to meet demand, you might be familiar with some of the headaches that can come along with it. Depending on who is managing the facility, you may run into a variety of call center challenges. Many of these stem from poor customer care recruitment and a lack of operational experience in this area. [...]

When we’re in the early stages of a relationship with a new client, we almost always reach a point where the client asks: “What will be your responsibility, and what will be ours?” Our new clients are eager to learn about what our role as a strategic partners looks like at a functional and operational level, and it’s important to spell this out clearly in order to have a [...]

When you finally make the decision to bring in a qualified BPO partner to help your company scale, there’s so much to think about. You have to discuss, and define, the nature of your agreement, the scope, the duration, the division of roles, and much more. Then there’s the contract to work out and get signed. So it’s not surprising that during this time period, the matter of reporting [...]

Automation. It captures our imagination and it empowers us. With time, we have come to rely on automation for our daily activities, from posting messages to multiple social media platforms at the touch of a single button, to heating up the home before we return from work. But how does this impact outsourcing? The concept of automation is not new to BPO. As in any industry that prizes efficiency, [...]

When you’re in the hospitality industry, you pretty much have no choice but to have a multichannel marketing strategy. After all, someone who is upset about their hotel room might complain to you via email, while another guest may go to your website’s chat feature to sort out a question they have. Another person could call to address their questions, and yet another might share an Instagram picture with [...]

If you have ever read an article on outsourcing and grown more confused with every “–shoring” compound you met, this post is for you. Firstly, offshoring must not be confused with outsourcing. Getting work done outside the border of your country does not necessarily imply contracting a third-party supplier; one is not dependent on the other. However, this article does refer to offshoring in an outsourcing context. So what [...]