Many outsourcing and offshoring firms switched to remote work during the pandemic to maintain social distancing, minimize employee health risks, and conduct business as usual. It helped employees achieve better work life balance, and employers benefitted from reduced operational costs and increased access to a global talent pool. Many outsourcing industry firms continue working remotely even after the pandemic, with more companies looking to transition.

Looking to outsource call center operations? In this article, we’ll go over everything you need to know about BPO call centers, their benefits, and their drawbacks. We’ll also show you how to outsource call center operations for your business process. Let’s get started.

Learn how a BPO team can boost productivity and cut costs with these 5 tips.

Customer service business process outsourcers (BPOs or “outsourcers”) have similar goals and challenges to in-house operations—and some additional ones of their own. They’ve got to keep several plates spinning at all times such as: Do they have a secret sauce that helps them to achieve that?

A guide to the hottest outsourcing trends in 2023.

We are approaching the end of Q4 and it is time to defend the IT budget for next year. It is then that, as IT managers, we ask ourselves: wouldn't it be convenient to outsource IT? Of course, this is not a simple question to answer, mainly because we need to analyze multiple factors in order to find an answer that fits each organization. So, if you're looking for a yes or no answer, we're sorry to disappoint you.

Employee engagement has long been an issue for BPO companies, but never more so than in today’s post-pandemic world of hybrid and remote work. Among the companies we interviewed, we found that they shared common problems that emerged as a result of poor employee engagement levels. These included a lack of productivity, reduced customer satisfaction and retention, and increased employee attrition.

Employee attrition has always been a severe challenge for BPOs. Whether they specialize in contact center and customer experience (CX) outsourcing, IT helpdesk and IT support, outsourced software development, marketing, recruitment, HR, back-office processing, finance, accounting, or staff leasing – they can experience attrition rates as high as 45%. Few companies can thrive while they’re having to replace 5% of their workforce every month just to stand still.

For outsourcing companies, the depth of connection and support experienced by frontline employees has a direct relationship to how empowered and enthusiastic they’ll feel about solving customer issues. That has a flow-on effect to your client churn and operational costs. Yet many BPOs lack a strategic focus on increasing employee engagement levels as a means to boost performance and profits.

If you’re caught short and you’ve got deadlines looming, or a long-time employee has vacated their role, you need to decide whether you’ll outsource or look within for your next hire.