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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What to listen for in sample call recordings from a BPO?

Reviewing call sample quality is more than just taking recordings and analyzing random calls. May 2023 According to Forbes, 96% of customers will leave if they receive poor service. While most are willing to endure a few less-than-ideal interactions, they won’t keep doing business if service…


Top Takeaways from the 46th Annual Training Conference & Expo

Developing Your Talent Pipeline and Other Hot Topics Training, leadership development, learning and performance professionals came together in Orlando for the 46th Annual Training Conference & Expo. Hugh Rumbaugh, Director of Digital Learning at Transparent BPO, was our eyes and ears, recording his top takeaways and how they can…


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…


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…


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’…


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…


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…