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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02
February
2023

Finding Your Staffing Fit

The ideal contact center ratio is not a one-size-fits-all proposition. By Jon Williams, Sr. Site Director of Belize Operations, Transparent BPO Formulas help businesses run smoothly. There are a host of prescribed formulas for running a successful and profitable enterprise, from the cost of goods sold to inventory shrinkage formulas.

29
December
2022

Course Correction

Tactics to turn underperforming contact center staff into superstars By Steve Dibari and CJ Cardwell , VPs of Operations, Transparent BPO To deliver a great client experience, you have to have great employee engagement in your contact center.   Passionate and engaged employees will deliver great service while underperforming agents and…

15
December
2022

Paying It Forward

Reaping the benefits of compounding interest of a continuing education program. By Hugh Rumbaugh, Director of Digital Learning, Transparent BPO “A progressive-thinking contact center can offer digital courses online, provide classroom instruction, or choose to offer one-on-one instruction through job shadowing or mentoring opportunities. Furthermore, the courses can be prescriptive…

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’…

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…