https://www.myoutsourcepros.com/blog Insights on call center outsourcing, BPO trends, cost optimization, and contact center technology from the experts at Outsource Pros. en-us Tue, 06 Oct 2026 21:47:26 GMT https://www.myoutsourcepros.com/blog/mexico-vs-colombia-call-center-outsourcing https://www.myoutsourcepros.com/blog/mexico-vs-colombia-call-center-outsourcing In January 2025 a dollar bought about 4,400 Colombian pesos. By mid-September it bought about 3,070. Mexico and Colombia both got more expensive for U.S. buyers this year, Colombia about twice as fast. Here's how I'd choose between them now, and what I'd put in the contract. Mon, 28 Sep 2026 12:00:00 GMT Alan Adler https://www.myoutsourcepros.com/blog/is-ai-killing-philippine-bpo https://www.myoutsourcepros.com/blog/is-ai-killing-philippine-bpo In July the Philippine BPO industry lowered its targets, and the coverage blamed AI. In September HSBC looked at the same sector and found employment speeding up. Both are true, and the thing the industry actually complains about isn't AI at all. Tue, 15 Sep 2026 12:00:00 GMT Alan Adler https://www.myoutsourcepros.com/blog/bpo-is-growing-fast-cx-outsourcing-isnt https://www.myoutsourcepros.com/blog/bpo-is-growing-fast-cx-outsourcing-isnt ISG’s 2Q 2026 Index shows BPO annual contract value up 47% in the first half of the year. In the same report, customer experience services declined. Companies haven’t stopped outsourcing. They’ve gotten selective about it — and I think that’s a healthy sign. Mon, 31 Aug 2026 12:00:00 GMT Alan Adler https://www.myoutsourcepros.com/blog/stop-choosing-an-outsourcing-country https://www.myoutsourcepros.com/blog/stop-choosing-an-outsourcing-country Companies still start outsourcing projects by picking a country. The better approach: start with what the work requires, and let the requirements decide the map. Tue, 18 Aug 2026 16:50:00 GMT Alan Adler https://www.myoutsourcepros.com/blog/what-ttec-q2-tells-buyers-about-their-contract https://www.myoutsourcepros.com/blog/what-ttec-q2-tells-buyers-about-their-contract TTEC’s latest earnings report wasn’t written for contact center buyers, but it may tell them more than their account team will. With the company focused on improving margins through AI, best-shore delivery, and changes to low-margin programs, now is a good time to ask what those plans could mean for your account. Here are six questions every outsourcing buyer should be asking. Tue, 11 Aug 2026 18:36:52 GMT Alan Adler https://www.myoutsourcepros.com/blog/voice-of-the-customer-outsourced-contact-center https://www.myoutsourcepros.com/blog/voice-of-the-customer-outsourced-contact-center Outsourcing support moves your best customer intelligence outside your company. The contract terms and questions that keep insight flowing back to you. Mon, 03 Aug 2026 21:29:53 GMT Alan Adler https://www.myoutsourcepros.com/blog/why-mid-size-bpos-are-the-smart-bet-after-the-concentrix-teleperformance-crash https://www.myoutsourcepros.com/blog/why-mid-size-bpos-are-the-smart-bet-after-the-concentrix-teleperformance-crash Concentrix cut guidance $130M and Teleperformance hit decade lows. Why mid-size BPOs — flexible, founder-led, client-first — are the smarter bet right now. Tue, 21 Jul 2026 22:27:46 GMT Alan Adler https://www.myoutsourcepros.com/blog/why-74-of-enterprises-rolled-back-their-ai-agents-and-how-to-choose-a-contact-center-partner https://www.myoutsourcepros.com/blog/why-74-of-enterprises-rolled-back-their-ai-agents-and-how-to-choose-a-contact-center-partner 74% of enterprises have rolled back AI customer-service agents. An independent BPO advisor explains what went wrong — and the questions to ask before you buy AI-enabled CX Fri, 17 Jul 2026 21:46:00 GMT Alan Adler https://www.myoutsourcepros.com/blog/vendor-selection-tips-how-to-choose-the-right-outsourcing-partner https://www.myoutsourcepros.com/blog/vendor-selection-tips-how-to-choose-the-right-outsourcing-partner How to choose a call center or BPO partner: 11 vendor selection tips covering price, AI, talent, leadership, compliance, scale, references and implementation, plus the mistakes buyers make most often. Wed, 15 Jul 2026 21:06:26 GMT Alan Adler https://www.myoutsourcepros.com/blog/most-customer-service-problems-start-before-the-first-customer-interaction https://www.myoutsourcepros.com/blog/most-customer-service-problems-start-before-the-first-customer-interaction Most customer service failures don't begin with the first customer interaction. They begin months earlier with the wrong vendor decision. While many companies focus on AI, staffing, and technology, the foundation of a great customer experience is choosing the right outsourcing partner. In this article, we explore why vendor selection has a bigger impact than most organizations realize, the common mistakes companies make, and how the right BPO partner can improve service quality while lowering costs. Thu, 25 Jun 2026 19:27:35 GMT Alan Adler https://www.myoutsourcepros.com/blog/top-countries-for-offshore-call-center-services-in-2026 https://www.myoutsourcepros.com/blog/top-countries-for-offshore-call-center-services-in-2026 Thinking about offshore call center services but not sure where to start? The right country can reduce costs, improve customer experience, and help your business scale faster. In this guide, we compare the top offshore call center destinations for 2026, including the Philippines, India, South Africa, Colombia, Mexico, and Jamaica, and explain which types of programs each market supports best. Learn how to evaluate outsourcing locations based on cost, language capabilities, compliance, customer experience, and scalability before making a decision. Thu, 11 Jun 2026 16:10:18 GMT Alan Adler https://www.myoutsourcepros.com/blog/omnichannel-contact-center-what-it-is-and-why-your-customers-now-expect-it https://www.myoutsourcepros.com/blog/omnichannel-contact-center-what-it-is-and-why-your-customers-now-expect-it Customer expectations have changed. They no longer think in terms of phone, email, chat, or social media—they expect every interaction to feel connected. In this guide, we break down the difference between multichannel and omnichannel customer service, the six channels customers expect in 2026, and how to evaluate BPO partners that can deliver a seamless customer experience across every touchpoint. Discover why omnichannel contact centers are becoming a competitive advantage and whether it's smarter to build or buy your omnichannel CX strategy. Fri, 05 Jun 2026 18:47:42 GMT Alan Adler https://www.myoutsourcepros.com/blog/from-cost-center-to-growth-engine-how-the-best-bpo-partners-are-redefining-cx https://www.myoutsourcepros.com/blog/from-cost-center-to-growth-engine-how-the-best-bpo-partners-are-redefining-cx Most companies still evaluate BPOs based on cost. The smartest companies evaluate them based on customer impact. The best outsourcing partners today are helping brands improve retention, uncover operational issues, support AI-driven workflows, and turn customer support into a growth engine. In our latest blog, we break down how strategic BPO partners are redefining modern CX. Wed, 27 May 2026 17:55:56 GMT Alan Adler https://www.myoutsourcepros.com/blog/how-to-build-a-bpo-transition-plan-that-doesn-t-disrupt-your-business https://www.myoutsourcepros.com/blog/how-to-build-a-bpo-transition-plan-that-doesn-t-disrupt-your-business Most companies are not afraid of outsourcing. They are afraid of disruption. A poorly managed BPO transition can hurt customer experience, service levels, and internal operations fast. But the right transition plan can reduce risk while improving performance. In this new article, we break down the 4-phase framework used to successfully transition contact center operations without disrupting the business: Knowledge transfer and documentation Parallel running overlap period Structured cutover checklist Monitoring the first 90 days If you are evaluating a new BPO partner or planning to switch providers, this is one of the most important parts of the process to get right. Tue, 19 May 2026 18:19:24 GMT Alan Adler https://www.myoutsourcepros.com/blog/hipaa-compliance-in-healthcare-contact-center-outsourcing https://www.myoutsourcepros.com/blog/hipaa-compliance-in-healthcare-contact-center-outsourcing HIPAA compliance is operational discipline, not a checkbox. How to vet healthcare contact center vendors that actually protect patient data. Thu, 07 May 2026 17:19:40 GMT Alan Adler https://www.myoutsourcepros.com/blog/the-outsource-pros-7-point-bpo-vetting-framework https://www.myoutsourcepros.com/blog/the-outsource-pros-7-point-bpo-vetting-framework Skip trial-and-error in call center outsourcing: the 7-point framework we use to vet BPO partners across the U.S., nearshore, and offshore. Outsource Pros connects you with pre-vetted BPO partners that fit your exact needs — across the U.S., nearshore, and offshore — at no cost to you. No long RFPs. No guesswork. No wasted time. Fri, 01 May 2026 17:26:14 GMT Alan Adler https://www.myoutsourcepros.com/blog/how-ai-changes-what-you-should-and-shouldn-t-outsource https://www.myoutsourcepros.com/blog/how-ai-changes-what-you-should-and-shouldn-t-outsource Not everything should be automated. What AI handles best, where human agents still matter, and how to pick a partner that blends both well. Fri, 17 Apr 2026 16:50:28 GMT Alan Adler https://www.myoutsourcepros.com/blog/pros-and-cons-of-offshore-call-center-outsourcing https://www.myoutsourcepros.com/blog/pros-and-cons-of-offshore-call-center-outsourcing Offshore call center outsourcing cuts costs and scales fast — but success depends on the partner, AI mix, and oversight. The pros, cons, and fixes. Mon, 13 Apr 2026 21:38:12 GMT Alan Adler https://www.myoutsourcepros.com/blog/insurance-call-center-outsourcing-how-to-choose-the-right-bpo-partner-in-2026 https://www.myoutsourcepros.com/blog/insurance-call-center-outsourcing-how-to-choose-the-right-bpo-partner-in-2026 How insurance companies can choose the right call center BPO in 2026 — the mix of AI, human agents, and proven workflows that builds smarter CX. Mon, 06 Apr 2026 15:50:39 GMT Alan Adler https://www.myoutsourcepros.com/blog/choosing-a-claims-processing-bpo-for-healthcare-providers https://www.myoutsourcepros.com/blog/choosing-a-claims-processing-bpo-for-healthcare-providers What healthcare companies should look for in a claims processing BPO — accuracy, HIPAA compliance, and revenue cycle performance. Thu, 02 Apr 2026 18:45:41 GMT Alan Adler https://www.myoutsourcepros.com/blog/average-cost-of-outsourced-inbound-calls-2026-guide https://www.myoutsourcepros.com/blog/average-cost-of-outsourced-inbound-calls-2026-guide Outsourced inbound calls run $8–$45 per hour by region. Pricing breakdown for U.S., nearshore, and offshore, plus the key cost drivers and models. Mon, 23 Mar 2026 17:52:14 GMT Alan Adler https://www.myoutsourcepros.com/blog/the-most-common-risks-of-call-center-outsourcing https://www.myoutsourcepros.com/blog/the-most-common-risks-of-call-center-outsourcing From choosing the wrong partner to overpromised AI, the most common call center outsourcing risks — and how to avoid each one. Tue, 17 Mar 2026 18:26:56 GMT Alan Adler https://www.myoutsourcepros.com/blog/which-bpo-providers-specialize-in-healthcare-claims-processing-services https://www.myoutsourcepros.com/blog/which-bpo-providers-specialize-in-healthcare-claims-processing-services Healthcare claims processing requires specialized knowledge, compliance expertise, and the right operational partner. Many organizations search online for BPO providers that offer these services, but simple lists rarely show which vendors are truly the right fit. This guide explains which outsourcing providers specialize in healthcare claims processing and why working with an advisory firm can help you vet partners, reduce risk, and save time in the selection process. Wed, 11 Mar 2026 16:31:51 GMT Alan Adler https://www.myoutsourcepros.com/blog/the-ai-correction-in-customer-service-a-hybrid-future https://www.myoutsourcepros.com/blog/the-ai-correction-in-customer-service-a-hybrid-future Companies that rushed AI into customer service are correcting course. Why the emerging model blends AI efficiency with human judgment. Thu, 05 Mar 2026 17:50:29 GMT Alan Adler https://www.myoutsourcepros.com/blog/the-vendor-manager-s-problem-no-one-talks-about https://www.myoutsourcepros.com/blog/the-vendor-manager-s-problem-no-one-talks-about Vendor managers aren't short on options — they're short on time and clarity. How to cut sales-driven noise and make outsourcing decisions faster. Tue, 03 Feb 2026 19:18:15 GMT Alan Adler https://www.myoutsourcepros.com/blog/when-it-makes-sense-to-leave-a-large-bpo https://www.myoutsourcepros.com/blog/when-it-makes-sense-to-leave-a-large-bpo Big-brand BPOs feel safe — until scale becomes the problem. The signs it's time to leave a large BPO, and what to look for in your next partner. Thu, 15 Jan 2026 00:05:01 GMT Alan Adler https://www.myoutsourcepros.com/blog/can-you-get-a-quote-from-major-call-center-providers https://www.myoutsourcepros.com/blog/can-you-get-a-quote-from-major-call-center-providers Why call center quotes turn into sales conversations: real pricing depends on far more than headcount. What to know before requesting a BPO quote. Thu, 18 Dec 2025 18:06:49 GMT Alan Adler https://www.myoutsourcepros.com/blog/how-ai-is-transforming-contact-centers-forever https://www.myoutsourcepros.com/blog/how-ai-is-transforming-contact-centers-forever How AI transforms contact centers — real-time coaching, smarter routing, faster resolutions — improving efficiency, cost, and experience. Fri, 05 Dec 2025 19:09:33 GMT Alan Adler https://www.myoutsourcepros.com/blog/overcoming-the-burden-of-attrition https://www.myoutsourcepros.com/blog/overcoming-the-burden-of-attrition Agent attrition is the silent killer in call centers. How strategic outsourcing and employee engagement combat high turnover and its costs. Tue, 19 Aug 2025 00:00:00 GMT Alan Adler https://www.myoutsourcepros.com/blog/get-the-mix-right-call-center-staffing-and-fluctuations https://www.myoutsourcepros.com/blog/get-the-mix-right-call-center-staffing-and-fluctuations Just like getting the right oil and gas mixture for an outboard motor, managing a call center requires balancing staff availability with fluctuating demand. Thu, 26 Jun 2025 00:00:00 GMT Alan Adler https://www.myoutsourcepros.com/blog/tapping-into-new-skills-a-key-to-thriving-in-2025 https://www.myoutsourcepros.com/blog/tapping-into-new-skills-a-key-to-thriving-in-2025 Strategic outsourcing provides access to specialized talent and emerging technologies needed to stay competitive as customer expectations shift. Fri, 09 May 2025 00:00:00 GMT Alan Adler https://www.myoutsourcepros.com/blog/unlocking-new-markets-with-multilingual-call-centers https://www.myoutsourcepros.com/blog/unlocking-new-markets-with-multilingual-call-centers Is there anything more important in a call center than language? Explore how cultural understanding and language skills are critical for market expansion. Thu, 27 Mar 2025 00:00:00 GMT Alan Adler https://www.myoutsourcepros.com/blog/managing-contract-lifecycle https://www.myoutsourcepros.com/blog/managing-contract-lifecycle You don't have to go it alone. Learn how professional services firms can help manage the complex lifecycle of outsourced call center contracts. Fri, 28 Feb 2025 00:00:00 GMT Alan Adler https://www.myoutsourcepros.com/blog/reclaiming-visibility-of-outsourced-call-center-operations https://www.myoutsourcepros.com/blog/reclaiming-visibility-of-outsourced-call-center-operations Managing multiple call center providers leads to fragmented oversight. Learn how consolidation can restore transparency and operational control. Thu, 06 Feb 2025 00:00:00 GMT Alan Adler https://www.myoutsourcepros.com/blog/reclaiming-control-simplifying-call-center-support https://www.myoutsourcepros.com/blog/reclaiming-control-simplifying-call-center-support It's hard to admit when the status quo isn't working. Learn how consolidating multiple call center vendors can restore control and reduce costs. Thu, 30 Jan 2025 00:00:00 GMT Alan Adler https://www.myoutsourcepros.com/blog/strategic-advantage-of-outsourcing https://www.myoutsourcepros.com/blog/strategic-advantage-of-outsourcing Inflation pressures favor outsourcing. Learn how leveraging global talent pools achieves cost savings and scalability while maintaining service quality. Fri, 24 Jan 2025 00:00:00 GMT Alan Adler https://www.myoutsourcepros.com/blog/mitigating-risks-in-bpo-outsourcing https://www.myoutsourcepros.com/blog/mitigating-risks-in-bpo-outsourcing Outsourcing has become essential for competitive businesses. Learn ten strategic approaches for successful BPO partnerships and risk mitigation. Wed, 10 Apr 2024 00:00:00 GMT Alan Adler