BPO Vendor Management: How to Run an Outsourcing Partner
BPO vendor management is the buyer-side work of running an outsourcing partner after signing. Most quality drift starts on your side, not the vendor's.
Edvin Cernov
Call Center Outsourcing Insights
17 articles in Call Centers
7 Signs to Outsource Your Call Center
Seven signs it's time to outsource your call center: rising cost-per-contact, long hold times, agent burnout, seasonal surges, and the math on when to act.
Edvin Cernov
In-House vs. Outsourced Call Centers: How to Decide
The in-house vs outsourced call center decision is per-seat math plus honesty about control. Nearly half of mid-market lands on hybrid anyway.
Edvin Cernov
Scaling a Call Center With BPO: The Playbook
Scaling a call center with a BPO fails in predictable ways. Four operational levers that work, and what AI changes about the ramp economics.
Edvin Cernov
6 Best BPO Locations for Call Centers
Philippines, India, Mexico or Colombia is really a question about your volume, complexity, and time zones. The honest tradeoffs, destination by destination.
Edvin Cernov
CX from the buyer's side
An email when there is something genuinely worth reading: what is working in CX and call center operations, and what quietly is not.
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