Outsourcing Insights

Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all designed to help your company grow!

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01
December
2022

Avoid the Minefield of Security Compliance

Your company culture will determine the level of rigor necessary to protect critical data. By Keith Smith, Director of Compliance, Transparent BPO Company culture isn’t frequently uttered in the same breath as information security and compliance regulations. ‘Client success’ and ‘supportive workplaces’ are corporate values and terms more frequently…

20
October
2022

Three Common Traps to Avoid in Your First Contact Center

Common Missteps Continually Threaten Successful Implementation By Scott Newman, CEO, Transparent BPO The time has come – you’ve grown to the point that it’s time to outsource your contact center. It wasn’t an easy decision, but you’ve exhausted all your options. Your internal customer experience team is struggling to maintain…

05
October
2022

The Surprisingly Best Workplace for 2022 (So far)

Transparent BPO Profiles the Leading Candidate This Year   By Steve DiBari, VP Operations, Transparent BPO The workplace today is unrecognizable. For decades, workplaces experienced minor changes and occasionally flirted with seismic shifts. And then the pandemic arrived, and all bets were off. Since then, we’ve had ‘The Great Resignation’…

16
August
2022

Transparent BPO Listed on Inc. 5000 For the Seventh Consecutive Year

Inclusion on Annual List of America’s Fastest-Growing Private Companies for Eighth Time. Rockville, MD, August 16, 2022 –  Today, Inc. revealed that Transparent BPO is #3192 on its annual Inc. 5000 list, the most prestigious ranking of the fastest-growing private companies in America. The list represents…

28
July
2022

The Burden of Attrition

Identifying the true costs of agent turnover By Jason Sterns, VP of Business Development Fine print would make it easier. If there was some fine print in a contract, then it would be easier to determine the true costs of employee attrition. But there is no fine print or…

23
March
2022

Return to the Office Causes Angst in the Philippines

Redundancy plan necessary to limit exposure By Scott Newman, CEO, Transparent BPO An innocent-sounding decision to help local businesses in the Philippines risks upending the BPO industry here. As with all government decisions, some background is helpful. During the height of the pandemic, the Fiscal Incentives Review Board (FIRB) announced…

10
March
2022

Labor Void Threatens Domestic Contact Centers

A Gap in Talent is Following Closely Behind By Jason Sterns, VP of Business Development The U.S. labor market is unrecognizable. Economists are at a loss trying to predict what pattern will emerge. In the olden times – the days prior to COVID-19 – economists would describe the economic elephant…

13
January
2022

Transparent BPO Appoints Jonathan Hummel As VP of Jamaica Operations

BPO Industry Leader is First Jamaican-based Employee as Company Expands in the Caribbean   Rockville, MD, Jan. 13, 2022 – Jonathan Hummel is joining Transparent BPO, a global contact center and business process outsourcer, as vice president of operations in Jamaica. As Transparent BPO expands to a new 1,500-seat facility…

05
January
2022

22 Reasons to Work with Transparent BPO in 2022

Nearshore and Offshore options offer quality, cost-competitive alternative By Dean Birtwell, Vice President, Business Development, Transparent BPO The start of a new year traditionally gives us a sense of renewal. A fresh start. A chance to turn the page. A time for new resolutions and a new outlook.   Professionally,…

04
January
2022

Brady Burton Joins Transparent BPO as SVP of HR

Human Resource Veteran Adds Experience, Expertise to Management Ranks Rockville, MD, Jan. 4, 2022 – Brady Burton is joining Transparent BPO as senior vice president of human resources. He reports to Lance Hale, president of Transparent BPO, a global contact center and business process outsourcer. In his new role,…

17
December
2021

Transparent BPO Appoints Dean Birtwell to Vice President, Business Development

Sales Executive Brings Deep Background to Management Ranks Rockville, MD, Dec. 17, 2021 – Industry veteran Dean Birtwell is joining Transparent BPO as Vice President of Business Development. He reports to Scott Newman, CEO of Transparent BPO, a global contact center and business process outsourcer. In his new role, Birtwell…

16
December
2021

Transparent BPO Invests in Jamaica for Next Phase of Global Expansion

Caribbean Nation Expands Nearshore Capacity By Scott Newman, CEO, Transparent BPO Jamaica is a natural fit for Transparent BPO’s growth strategy. After visiting and evaluating several locations within a few hours of the U.S. mainland, this market just made sense. And we found great potential in other markets – great…

22
November
2021

Designing a Path for Career and Leadership Development

An engaged learning culture builds bench strength, expertise, and loyalty to the Transparent BPO brand By Pat Ricken, Director, Leadership Development, Transparent BPO Many organizations in our industry- in fact, most – are reactive, offering learning solutions only when issues become problems or talent needs become urgent. The dynamic…

03
November
2021

What COVID Taught Us About Resiliency

Diversification, in its many forms, protects your business. By Lance Hale, President, Transparent BPO and Tom Silzell, Managing Partner, CX SolutionSource The pandemic laid bare a lot of truths in business. We missed working in the office. We didn’t miss working in the office. We missed the daily…

12
October
2021

Recruiting and Training World Class Customer Care Agents

The right attitude is only the first step to becoming a successful agent. By Pat Ricken, Director, Learning & Leadership Development, Transparent BPO In today’s all too impersonal digital world, interpersonal skills are almost non-existent. Many find it too easy to block or “unfriend” someone who challenge or frustrates us.

29
July
2021

Pursuing a ‘Service-First’ View of Digital Transformation

Customer care providers should focus on clients, customers, and employees to achieve the right balance. By Jason Sterns, Vice President of Business Development, Transparent BPO The customer care industry has lost sight of a ‘service-first view of digital transformation.’ Too often, providers mention the term to prospective clients and then…

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08
August
2022

Transparent BPO Appoints Heather Sandusky As Vice President of Training

Deep Industry Background Delivers BPO-Specific Expertise Rockville, MD, August. 8, 2022 – Heather Sandusky is joining Transparent BPO, a global contact center and business process outsourcer, as vice president of training. Sandusky will be responsible for the company’s education and skills development ensuring that all new employees have a…