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Business process outsourcing (BPO) is a subset of outsourcing that involves the contracting of the operations and responsibilities of specific business functions (or processes) to a third-party service provider. Today, BPO typically refers to the outsourcing of “back office” functions such as software or systems coding, billing, payment processing, debt collection, customer relationship management, technical support, and even accounting or finance functions.


Grand Opening of New Delta Service Center in Merrimack, NH

CHELSEA – Delta Management Associates, Inc. (Delta), a premier provider of tailored recovery solutions to the higher education community, today announced it has relocated the Bedford, New Hampshire center of excellence to Merrimack, New Hampshire. The new 40,000-square-foot center has been established to support the needs of Delta’s rapidly growing client portfolio and will add […]

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Dun & Bradstreet Wins Summary Judgment in Putative TCPA Class Action Case

The Plaintiff alleged that the Defendant violated the TCPA by calling her using an automatic telephone dialing system (ATDS) and by calling a phone number on the national do-not-call registry for the purposes of a telephone solicitation. D&B moved for summary judgment, arguing that the phone used to call Freyja was not an ATDS and the purpose of the call was not solicitation.


Six Keys to Using Scorecards to Measure BPO and Contact Center Effectiveness

Practice Makes Perfect Scorecards – The Scorecard Series Operational scorecards are a standard method for reporting productivity and effectiveness for BPOs and captive contact centers. Most organizations set up scorecards to measure operational effectiveness and to ensure accountability. A good BPO scorecard will align closely with the client’s key performance indicators like average handle time […]


Empereon-Constar Announces Plans To Open A Nearshore Call Center Facility In Baja

Phoenix, Arizona – Empereon-Constar, a leading provider of comprehensive contact center solutions that span the entire lifecycle of a consumer account, announced today plans to open a new nearshore facility in Baja.  This expansion allows Empereon-Constar to accommodate current and future client growth needs while delivering a strategic advantage to clients requesting a nearshore option. […]


LiveVox and EOS NCN Discuss Emerging Agency Practices That Leverage New Canadian Contact Center Capabilities

SAN FRANCISCO – LiveVox Inc., a leading provider of cloud contact center solutions for enterprise operations, announced that it will host an operations expert from EOS NCN to discuss emerging practices that take advantage of new technical capabilities.  Al Weaver, Vice President of Operations for EOS NCN, will share his view of optimizing the mix of people, processes and […]

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“Human Intervention” by Strip Club is Sufficient to Defeat a TCPA Claim

In a decision issued on August 19, 2015, Magistrate Judge Howard R. Lloyd of the U.S. District Court for the Northern District of California ruled that “human intervention” defeated a claim that a strip club contacted a consumer using an ATDS in violation of the TCPA. This may be the first time in the history of this publication that we have highlighted a case involving a strip club. However, regardless of the type of business, the case is relevant to the industry.