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.

These are difficult times for business leaders. Challenging situations are nothing out of the ordinary for the people responsible for overseeing organizations, with topics such as cash flow, digital transformation and productivity always on their radars. However, the past year has seen a unique concern dominate boardroom conversations around the world – employee attrition.

The ‘war for talent’ is as intense as ever. A quarter of a century since global management consulting firm McKinsey first used the term when highlighting the increasingly fierce competition to attract and retain employees, the global pandemic has taken the challenge to a whole new level, so much so that one global survey of almost 1500 C-suite executives and board members has revealed the issue is now the number one concern for business leaders.

Call auditing involves evaluating and reviewing your contact or call center’s performance to ensure maximum efficiency and team productivity. An effective call audit process can help you identify opportunities, strengths, and weaknesses by determining if the operation meets specific, measurable performance criteria. Ultimately, a successful call audit will provide insights into precisely what is happening in the contact center. You can then utilize the data collected to make improvements.

Since 2020, the outsourcing sector in the Philippines has witnessed a massive shake-up, and recent regulatory changes mean the industry will never be the same. We explore the winners and losers of a recent decision by the Philippines Government to allow outsourcing firms to keep tax perks while enabling 100% of staff to work-from-home (WFH).

Human Resources (HR) is an integral part of any company, and a Business Process Outsourcing (BPO) company is no different. A Human Resource Management (HRM) team is responsible for maintaining the employer-employee relationship. This must be done throughout the phases of the employment cycle, from recruitment and onboarding to exit management. Several unique HR challenges in the BPO industry may arise due to a high employee volume, high employee turnover, and rigid client requirements.

If you run a Business Process Outsourcing firm, you already know it’s the best time for the BPO industry. Numerous businesses worldwide are relying on outsourcing companies to access work flexibility and cost-efficiency. However, with the growing demand for Business Process Outsourcing services and the need to provide greater efficiency, outsourcing companies need a proper BPO management toolkit – now more than ever. What’s that? Why’s it important? Don’t worry.

Choosing between offshore vs onshore is a major business decision for most companies while scaling up. As a business owner, you can either offshore your business processes by sending them outside the home country or continue to expand while staying onshore, within your own country. Both are popular business models that help a company improve its bottom line. So how do you choose one for your business? In this article, we’ll explore offshore and onshore processes in detail.