Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Latha Thamma reddi
SR Product and Portfolio Manager
Hussam Dwairi
Vice President for Tech & Digital Transformation

Article : Using BPO to Grow your Business

#contactcenterworld, @ePlanetComm

Asad Khan, President and Founder of ePlanet Communications Inc. says "Selecting the Right BPO partner requires a needs analysis and careful consideration of culture and location." Khan takes a close look at those considerations in the following article.

With a growth rate of 5 percent per year, the BPO (Business Process Outsourcing) industry has become an integral part of strategy and finance within the global business economy. Corporate behemoths outsource everything from software development and IT services to payroll and call center support to save money on overhead and human resources. Per a report by John Chow, outsourcing can save as much as 60 percent on overhead costs.

Small businesses and startups are beginning to recognize benefits outside of cost savings to meet their unique needs. More and more, startups are viewing outsourcing as a way to remain competitive, innovate and grow. An Economist report indicates that 37 percent of companies use outsourcing as a growth hack. Startups are discovering that outsourcing allows access to top talent without a great expenditure, lowers the risks associated with intellectual property and frees up time better spent on marketing or product development. In fact, the Economist reveals that outsourcing can boost productivity and competitiveness 10- to 100- fold.

With knowledge gaps accounting for 18 percent of startup failures, outside expertise provides needed intellectual capital for small business success. Even the smartest entrepreneur cannot be an expert at everything; there are simply not enough hours in the day to accomplish all that your startup requires. But I would caution startups to thoroughly vet a BPO before hiring them.

Ample research is advisable when looking to hire an outsourcing partner to ensure that they will be able to work well within a company’s development strategy. Depending on your needs, you might look at what experience the BPO provider has in your industry. A good BPO partner will have the regulatory certifications and expertise to securely manage your processes. For instance, payroll providers should have PCI (Payment Card Industry) certification in place and a health insurance call center should be familiar with HIPAA (Health Insurance Portability and Accountability Act).

The security of intellectual property and customer information is another area where BPOs should be carefully evaluated. Recent attention to call center fraud, where callers dupe unsuspecting consumers out of personal information or money, has emphasized the need to demand transparency in a BPO partner. In certain cultures, intellectual property does not enjoy adequate protection under local law. For example, in China and Vietnam, 90 percent of software is pirated.

If your objective is to grow your business quickly, you do not want to be hampered by regulatory concerns or scandal.

Beyond industry expertise and security related issues, location is important to consider when looking to optimize an investment in BPO. Different countries and cultures offer better fits for different needs. Rising labor and property costs are increasingly pricing India and China out of basic administrative functions like call center support, for example, while an increasingly better education system makes these countries attractive for IT and technology development functions. Recently, the Philippines has taken over as the most popular call center hub partly because the English Filipinos speak is closer to American English.

Emerging markets In Latin America, Eastern Europe and Asia offer the language and technical skills needed for a successful BPO partner with much lower labor costs than the U.S. My pick for future BPO investment would be Vietnam. The country has a really young population that has been encouraged to develop IT skills. Operational costs in Vietnam are still very attractive as well.

In their BPO report, Cushman & Wakefield describe Vietnam has having one of the best quality to cost ratios for BPO investment.

#contactcenterworld, @ePlanetComm

About Asad Khan:
Asad Khan is the President and founder of ePlanet Communications Inc. Being a founder and co-founder of multiple companies around the globe, ranging from banking to digital distribution, venture capitals, nutraceuticals, logistics, and BPOs, Khan is well versed with the dynamics of business trends and specifically the value in Business Process Outsourcing.

About ePlanet Communications:
Company LogoePlanet Communications is a global business process outsourcing provider with extensive experience in call center operations, digital media solutions, and direct response solutions. By using its integrated channel management capabilities and highly-trained staff, ePlanet develops and deploys inbound and outbound customer support fully integrated with its clients’ marketing campaigns.
Company RSS Feed   Company Facebook   Company Twitter   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Loyalty Versus Satisfaction

Read today's tip or listen to it on podcast.

Published: Friday, March 24, 2017

Printer Friendly Version Printer friendly version

2023 Buyers Guide Call Routing Optimization

Eastwind Communications

Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.

Lieber & Associates

Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.

OpsTel Services

The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

About us - in 60 seconds!

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed = True
session blnCompletedAwardInterestPopup = False
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =