insights
Category: Outsourcing Insights
Every article we have published in this category.
The Real Cost of an Unstaffed Phone Line for Home Services Companies
A plumbing company owner told us the math that changed his mind about phone coverage. His average job was worth several hundred dollars, emergency work considerably more. His office phone went to voicemail after 5 p.m. and on weekends. When he finally checked, most...
What a Dispatcher Actually Does for a School Bus Operator
Ask a school bus operator what their dispatcher does and the first answer is usually “handles the radio.” Watch the job for a morning and a different picture shows up. Between 5 a.m. and 9 a.m., a dispatcher is confirming driver check-ins, rerouting around...
What “Boutique BPO” Actually Means for Regulated Industries
Boutique gets used as a marketing word often enough that it is worth explaining what we actually mean by it. A large multinational BPO can offer scale that a smaller company cannot match: thousands of seats, dozens of language options, a sales team for every region....
In-House vs. Outsourced Support: How to Actually Decide
Most companies do not decide to outsource a role. They decide to stop tolerating a problem, and outsourcing turns out to be the fix. The order taker who quit twice in a year. The back office backlog that only gets worse during busy season. The sales calendar that...