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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.


Empereon-Constar Launches New Call Center of Excellence In Alvin, Texas, Adds 500 Jobs

The launch of the client-dedicated facility in Alvin, TX, closely follows the new call centers Empereon-Constar opened in Greenville, SC, and Baja, Mexico PHOENIX, Ariz. – Empereon-Constar, a leading provider of comprehensive contact center solutions that span the entire lifecycle of a consumer account, today announced plans to open its newest – and largest – […]


Alorica to Acquire EGS to Provide Exponentially More Scalable Customer Experience Solutions on a Global Scale for the World’s Leading Brands

The New Alorica Will Employ More Than 91,000 People in 154 Locations Spanning 16 Countries Across Five Continents IRVINE, Calif. — Alorica Inc. (Alorica) has entered into a stock purchase agreement to acquire Expert Global Solutions (EGS) to form a new global customer experience organization. In 2015, these businesses generated an aggregate of approximately $2.3 […]

NCRI Launches ContactPoint360 to Offer First Party Collections, Customer Care, Retention, and Back Office Support

ONTARIO, Canada — National Credit Recovery International, (NCRI), a leading Credit Intermediation and BPO services provider based in Mississauga, Canada and servicing nationally scoped Canadian and US clients, is pleased to announce the launch of a new dedicated operations division focusing on the provision of BPO services such as First Party Collection, Customer Care, Retention […]

KM2 Solutions receives Frost & Sullivan Customer Value Leadership Award

New York, NY — KM2 Solutions is proud to announce that global consulting firm, Frost & Sullivan, has awarded the company with the 2015 Central American and Caribbean Contact Center Outsourcing Customer Value Leadership Award.  The honor is presented to companies that demonstrate excellence in operational execution and consistently deepen customer relationships by offering superior […]

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 […]

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 […]