insights
Outsourcing Insights From the Philippines
Practical notes on outsourcing to the Philippines, staffing, and coverage for regulated industries, written by the people who do the work.
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...