What to measure in a BPO operation from month one
Almost every outsourcing contract starts with a twenty-metric dashboard nobody looks at. These are the six that actually decide whether the operation works.
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Operations notes
How a BPO operation is designed, measured and sustained. Written by the people who run one every day.
Colombia’s 42-hour week: what changes in the cost per agent
The gradual reduction of the working week reached its final step. For a 24/7 operation this is not a payroll tweak: it is a shift-pattern redesign.
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Three providers, three rates, none of them comparable. A guide to taking an outsourcing quote apart and seeing what you are actually buying.
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