Blog

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 [...]

When you’re evaluating potential business process outsourcing (BPO) partners, you probably know it’s essential to look into their areas of expertise, services offered and availability across time zones. But did you know that the actual brick-and-mortar locations your outsourcing provider has around the world can either be advantageous for your BPO business partnership - or limit (and even derail) you at some point? Here’s why it’s in your best [...]

If you’re the CEO of a quickly scaling company in the Asia-Pacific (APAC) region, you probably know quite a few secrets to business success. But if you’ve reached a point where it makes sense to set your sights on other countries, and consider a global strategy as your next growth strategy, where do you start? Let’s cover a few of the key takeaways. Let's talk solutions! [...]

Your company has been steadily growing, and is now in high demand - even around the world. This might sound like a dream come true, but for many CEOs, it brings with it numerous new obstacles. For one, if you’re not multilingual, you need to figure out the language barrier. Do you translate all your materials into other languages? If so, how many? Do you need to hire new [...]