Business process outsourcing
239
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Search complete. 239 mentions across 97 episodes found for "Business process outsourcing".
Oct 28, 2026
Hadas DrutmanGUEST
the dedicated person, that this is kind of like all they do and you help them reprioritize their work around those transitions.
Hadas DrutmanGUEST
I think like really reassessing your budget, a CX budget is there are a lot of like pillars there, like from a BPO to the internal team to the different tools.
Hadas DrutmanGUEST
And I think with AI, the center of gravity is really changing for CX, right? And the way you look at your budget has to change too, kind of like what are the pushes and pulls? And those fees, if you look at the budget strategically, those fees can be absorbed somewhere else.
Hadas DrutmanGUEST
So if it's like from a pure...
Hadas DrutmanGUEST
Like, you know, like, yes, you might need to cut some headcount on the BPO end.
Hadas DrutmanGUEST
I think it's the reality of things.
Hadas DrutmanGUEST
It's going this
Anya KellyHOST
Yeah, this is where
Leon MoralesGUEST
I took the leap.
Leon MoralesGUEST
I left and went to work for a BPO, a business optimization firm.
Leon MoralesGUEST
And I learned a lot in that firm.
Leon MoralesGUEST
But I still knew there was something more for me.
Auren HoffmanHOST
To me, those jobs often have already been outsourced.
Auren HoffmanHOST
Those are the BPO jobs that are out there.
Auren HoffmanHOST
Those seem to me the easiest ones to attack with AI because there's already a manual, there's already clear understanding, there's usually a clear way of measuring how people have done, etc.
Auren HoffmanHOST
Then there's the The jobs without the manual, which is probably still most jobs today, don't have a manual.
Auren HoffmanHOST
If you think of people who've been, and there's not very many software developers who have been replaced with AI, but you think of the ones that have been replaced, those are mostly the DPO types and less likely the people who are, like, doing all the, you know, and similar, like, law jobs that you mentioned.
Auren HoffmanHOST
Like, mostly it's, like, a lot of those, a lot of the...
Auren HoffmanHOST
the junior law jobs were already BPOed in the past, and those are the ones that are more likely to have been attacked.
Daniel ChaitGUEST
Again, I think we're getting into who knows territory here, but it's a fun conversation.
Adrian Brady ChisanaHOST
And so, you guys, for folks who have been listening to the show, I thought I was in this space for a long time, but I spent the first 10 plus years of my career you know, in New York City working at a bunch of startups.
Adrian Brady ChisanaHOST
So correct to your point, I didn't necessarily see the need or the actual utilization needs for some of these big BPO's until I got later into my career, right? So I started working for some companies that were bigger, they had massive call volume, they had massive ticket volume.
Adrian Brady ChisanaHOST
And, you know, one of the things I want to jump on that you just said right out of the bat, to no disservice of many of the agents, by the way, who were sitting in those seats across the pond, that's not what we're talking about.
Adrian Brady ChisanaHOST
We're talking about some of the guys and the gals that built those playbooks, built those systems, built those go-to-market calls that people thought they'd get a really, really good service for some of the stuff.
Craig CrislerGUEST
We're actually trying to fix the symptoms of what's happening in your CX.
Craig CrislerGUEST
And what we ended up doing was really kind of bringing in a kind of a combination of folks who had outsourcing experience understood that are really some strong people on the CX side, you know, and understanding that.
Craig CrislerGUEST
And even the people that we hired on the BPO side, we were, we were testing them pretty hard to be like, Hey, are you ready to abandon that kind of thought mindset of, you know, bodies that problems is the only solution that works.
Craig CrislerGUEST
Like, is there other ways? And we were able to get around to some really incredible forward-thinking folks who really just leaned in and said, hey, there's a different way to think about CX.
Andy BirdGUEST
And so that was one aspect of it.
Andy BirdGUEST
And then I got the opportunity to work for several BPOs, building out technology platforms for them, which is, to be fair, is ingenious of a BPO to do that, but difficult at the same time.
Andy BirdGUEST
They're not software companies, so they don't understand the logistics of all that always.
Andy BirdGUEST
And So it was always an uphill battle, but a good fun uphill battle and learned a lot.
7 MINS LATER
Andy BirdGUEST
ICP, the ideal customer profile, is a word that I find gets used overly in our industry.
Andy BirdGUEST
And so you go, oh, I'm a fintech ICP, or I'm healthcare ICP.
Andy BirdGUEST
Actually, some of my biggest customers, it looks like they're going to be BPOs.
Andy BirdGUEST
And they have every type of customer out there.
Madhavan RamanujamGUEST
The second is hard cost savings.
Madhavan RamanujamGUEST
Are we replacing existing legacy licenses? Am I tapping into BPO spend and completely automating that with AI and I don't need the BPO anymore? Or am I replacing, let's say, humans? Or you don't need to actually hire as many humans.
Madhavan RamanujamGUEST
Those are all hard cost savings.
Madhavan RamanujamGUEST
And the third one is having opportunity costs.
speaker_0NARRATOR
Such move could support the peso exchange rate, Rickifort said.
speaker_0NARRATOR
However, Ricafort said the lower peso would benefit those that earn and own dollars such as OFWs, exporters, BPOs, foreign tourists and foreign investors, among others.
speaker_0NARRATOR
But, this will be, offset by higher local prices as the Philippines is net importing country, Ricafort said.
speaker_0NARRATOR
He said the peso today may retest the P63.95 intraday record high posted yesterday with possible intervention to smoothen the volatility.
Rob TercekHOST
You got that going, grew that business.
Rob TercekHOST
And let's note, that's an AI-focused BPO company.
Rob TercekHOST
And then Celeste invested in that firm, and you joined Celeste as a managing partner.
Rob TercekHOST
Yeah.
Jayant SinhaGUEST
Because otherwise I might as well have AI agents running in a data center in Utah or Idaho or West Virginia.
Jayant SinhaGUEST
Do this work for me? Why would I have somebody sitting in a BPO in Gurgaon do this work for me? That's the dilemma.
Thomas RiverosHOST
And I think that's an interesting point that you're making there in the sense that India and these lower income and generally economies need to be able to attract that foreign capital in order to kind of see these returns and being able to have that development and growth.
Thomas RiverosHOST
I think one of the interesting points is that when we think about just a typical neoclassical type of growth model where you have capital labor.
14 MINS LATER
Lourdes CasanovaHOST
But in general, you see the middle class, the new middle class traveling by plane.
Lourdes CasanovaHOST
So there are things that have improved.
Lourdes CasanovaHOST
For instance, in 92, there was no BPO sector in India.
Lourdes CasanovaHOST
Now the most important exports of India, source of dollars, is this IT services sector.
Josh HadleyHOST
I'm going to try this work from home gig.
Josh HadleyHOST
I've heard about it and I'm done working for the BPO or whatever it is.
Josh HadleyHOST
And I'm going to try my hand at this.
Josh HadleyHOST
We have found somebody from another US company that we were able to coach because of that, that he was like still working for his US client.
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