The best BPO strategy is highly dependent on your context. What works for a fintech scaling fast in three languages is not what works for a retail brand navigating thin margins and high turnover. And neither of those strategies fits a healthcare org with HIPAA constraints and aging infrastructure.
Key variables that change the equation:
🔹 Industry regulations
🔹 Customer lifecycle complexity
🔹 Internal vendor management capacity
🔹 Labor mix (W2 vs. 1099 vs. EOR)
🔹 Required SLAs (by channel)
🔹 Degree of AI-readiness
🔹 Near-term vs. long-term cost pressures
🔹 This list gets pretty long, but you get the idea.
You don’t need to figure this out alone.
I’ve helped clients across industries — healthcare, energy, retail, hospitality, finance, etc. — architect contact center strategies that:
✅ Reduce cost per contact — without cutting corners
✅ Boost NPS through specialization and coverage
✅ Enable continuous to-spec service quality across LATAM, APAC, and EMEA
✅ Maintain agility to scale or pivot without replatforming
At Site Selection Group, we have access to a vetted database of geographical insights. After 38 years in the contact center space, our network encompasses countless pre-vetted BPO providers across onshore, nearshore, and offshore regions. And our expertise in CX, outsourcing, and operational leadership enables us to match clients with the right-fit partners based on actual business constraints (not slide decks and RFPs).
At Site Selection Group, we have access to a vetted database of geographical insights. After 38 years in the contact center space, our network encompasses countless pre-vetted BPO providers across onshore, nearshore, and offshore regions. And our expertise in CX, outsourcing, and operational leadership enables us to match clients with the right-fit partners based on actual business constraints (not slide decks and RFPs).