This edition features a list of business outsourcing companies that are assisting businesses with their daily operations. Read More: https://www.insightssuccess.com/the-rise-of-global-business-process-outsourcing-companies-2022-volume-3-march2022/

1. THE RISE OF
GL BAL
BUSINESS
PROCESS
OUTSOURCING
COMPANIES
2022
Office
Partners360
Leveraging Community Advocacy
to Grow Customer Excellence
The Rise of the
Outsourcing Industry
Dynamic Ways in
which AI is Recasting
the BPO Market
March
Issue 14
2022
Tim Boylan
Founder and CEO
Articial Touch
The BPO Story

4. he global pandemic caused havoc around the
Tcorporate world during its initial days. Nearly
every business was left in confusion about
how to proceed with its day-to-day operations.
Finally, internet-based business outsourcing services
(BPOs) proved to be a great savior in re-establishing
how business operations are carried out daily.
Businesses, ranging from small to large, realized the
true potential of what the internet could provide to
them as they outsourced their work to various BPO
companies. While corporations around the world
quickly adopted the work from a home model,
enabling their employees to be safe, it was the BPO
industry that turned out to be a great rescuer because
of its already existing model of IT-enabled services
(ITES).
Today, the digitization wave that was triggered due to
COVID-19 has started to provide every firm with an
equal opportunity to grow its business in global
consumer markets. This means that the budget, while
important, has not remained the top-of-the-list
constraint for the companies. With the available
budget, you can choose to outsource your operations
to any corner of the world and get quality work done.
Giving a Boost to the Remote
Work Culture
THE RISE OF
GL BAL
BUSINESS
PROCESS
OUTSOURCING
COMPANIES
2021
Office
Partners360

5. The BPO industry is enabling the culture of remotely
handling almost every office or in-field operation from any
corner of the world. So much so that any organization of
any size now has the option of operating without the need
for its own physical office. The bundled services provided
by the BPO industry are turning out to be lucrative
profitmaking options for businesses around the world.
Services ranging from generating sales leads, customer
care, data management, content sourcing, marketing,
logistics, and many more are now available under the
umbrella of services that the BPO industry provides. All
you need to have is a well-established internet connection
and a digital device, and with a few clicks, you can share
your requirements with the client BPOs.
One of the greatest benefits of employing BPO services is
that it can save you a huge amount of money. Expenses on
human resources, customer care services, office equipment,
and rentals can be significantly reduced. This saved capital
can come in handy to further enhance the product and
service experience of your consumers.
Moreover, hiring BPO services means even if your
company’s staff does not possess the necessary specializa-
tion in a certain area of service or market, you can simply
outsource it and get the work done under the given time
limits.
Major firms in every sector have already established their
BPO partnerships in the various worldwide markets that
they are reaching out to. In such collaboration, the scale of
reach these big firms have gained can be compared to none.
Companies like Amazon, American Express, Walmart, and
many more are great examples of companies that are wisely
utilizing the BPO industry to expand their service reach.
The fantastic thing is that nearly every digitally-enabled
business now has the equal option of scaling its services to
a worldwide market with the help of BPOs.
In this edition, The Rise of Global Business Process
Outsourcing Companies 2022, we have curated a list of
companies that provide a wide range of BPO services using
the latest technologies and vitally as well as speedily assist
small-to-big businesses in managing their daily operations.
Lastly, do read the CxO standpoint by the industry experts
and the well-researched exclusive articles written by our in-
house editorial team.
Happy Reading!
- Vishal Golekar

6. Articles
08
20
32
Cover Story
Leveraging Community Advocacy to Grow
Customer Excellence
OfficePartners360
The Rise of the
Outsourcing Industry
Dynamic Ways in which
AI is Recasting the BPO
Market
Artificial Touch
The BPO Story

7. Contents
Contents
16
30
24
Jason Reeves
Salelytics, LLC
Driving Revenue with Advanced
Technology and Continuous
Innovation
An Impact Sourcing BPO, Building
Transformational Change
SupportU
CxO

8. sales@insightssuccess.com
March, 2022
Circulation Manager Tanaji
Research Analyst Eric Smith
Editor-in-Chief Sumita Sarkar
Anish Miller
Senior Editor
Kelly, David
Business Development Executives
Managing Editor
Sherin Rodricks
Business Development Manager
Bhushan Bhad
Art & Design Head
Art & Design Assistant
Visualiser David King
Co-designer
Rohil Shinganapurkar
Mrunalinee Deshmukh
Marketing Manager Joseph D'souza
Technical Consultants Prachi, Rajeshwar
Technical Head Jacob Smile
Assistant Technical Head
SME-SMO Executives Gemson
Digital Marketing Manager Alina Sege
Assistant Digital Marketing Manager Renuka Kulkarni
Copyright © 2022 Insights Success Media and Technology Pvt. Ltd., All rights reserved. The content and images used in this magazine should not
be reproduced or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without prior permission
from Insights Success. Reprint rights remain solely with Insights Success.
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Sales Executives Mark, Alice
Amar Sawant
Assisting Editors Trishika, Vishal
Paul Belin

9. Featuring Brief
Company Name
Trevor Lim,
CEO
DXC BPaaS and BPO
dxc.com
Millennium Technology
Services
mtscloud.com
Akorbi
akorbi.com
ContactCenterWorld.com
contactcenterworld.com
Atomatic
atomatic.co
Akorbi is a group of companies, based in Dallas-Fort Worth,
specializing in providing enterprise solutions that empower
companies to achieve success in the global economy.
Atomatic is an agency that’s specialized in building, optimizing
and streamlining systems and processes for eCommerce
businesses to scale to their highest potential.
ContactCenterWorld is the place where professionals all around
the world can discover the next generation of customer
experience.
DXC is an IT services company using the power of technology
to build better futures for our customers, colleagues,
environment and communities.
Millennium Technology Services (MTS) is a USA based
international provider of World-Class Business Solutions and
IT services to the top Multi Nationals Corporations.
Sarah Haner,
Vice President
of Marketing
Raj Wadhwani,
President
Christopher Cognetta,
Director
Andy Tan,
CEO
Dhruva Khanna,
Founder and Director
Salelytics
salelytics.com
Star CRM Singapore
starcrm.com.sg
Office Partners 360
op360.com
Octopus Tech
theoctopustech.com
Octopus Tech is a leading provider of web design and call
center outsourcing services, trusted for its cutting-edge services
by a long list of partners across the globe.
OfficePartners360 is a specialized outsourcing company
focused on providing custom back office and customer service
solutions for small to medium-sized businesses and Fortune
500 companies.
Salelytics is one of the nation’s leading providers of Inside
Sales, Account Management and Inbound Support services.
Star CRM is a leading provider of CRM (Customer
Relationship Management) software and services in the Asia-
Pacific region.
Tim Boylan,
Founder and CEO
Matt Gargo
Vice President
Client Operations
Sharada Qureshi,
COO
SupportU
supportusolutions.com
SupportU specializes in contact center operations; customer
service, technical support, sales and back-office support.
Hui Wu-Curtis,
COO

10. Tim Boylan
Founder and CEO

11. Cover Story
Partners
360 Leveraging Community Advocacy
to Grow Customer Excellence
OP360’s customers benefit from
the insight and expertise of
deeply experienced BPO and
customer experience subject
matter experts.
,
,

12. The 1990’s youth culture was strongly shaped by the
increasing influence of globalization and the
ongoing concern for environmental protection.
Ever the innovators, Tim Boylan and his friend, Dave
Highbloom, responded by marrying the practicality of
entrepreneurship with their passion for environmentalism.
Selling their Human-i-Tees t-shirts out of the trunks of their
cars, they were not just responding to the issues of their
time but were also planting the seeds of their vision.
The Vision
Tim and Dave understood that a sustainable future required
shaping a more efficient yet giving world. Their first step
was to use their Human-i-Tees profits to support the youth
in their local community as well as national efforts such as
Student Environmental Action Coalition, Center for
Environmental Education, and Save America’s Forests.
The Spark
In 2010, their paths would cross again in the business
process outsourcing (BPO) industry. Tim had just begun his
outsourcing journey in the Philippines while Ben and Dave
were establishing careers in healthcare education.
As Tim’s first clients, they saw how his unique
entrepreneurial spirit and community advocacy translated
into a unique value proposition. So, they wanted to
collaborate, contribute, and coalesce as a team. After almost
a decade, Tim’s clients became his OfficePartners360
(OP360) partners and, together, have transformed their
shared vision into the reality embodied by more than 3,000
employees today.
Simplicity is Golden
That mantra ‘simplicity is golden’ has served as the
foundation of OP360. Keeping OP360 grounded in the
golden triangle of customer, culture, and continuous
improvement, Tim and his partners have reimagined a
business model where outsourcing is made personal.
Focusing on these core elements enabled OP360 with the
flexibility to provide intelligent and innovative solutions to
all types of clients – regardless of where they are on the
maturity scale, what they deliver to their customers, or how
they define success.
Its culture and commitment to the community drive an
unparalleled ability to hire the best. OP360’s customers
benefit from the insight and expertise of deeply experienced
BPO and customer experience SMEs. OP360’s practice of
continuous improvement ensures that both its clients and
employees benefit from the most advanced strategies and
leadership/growth models, simple, focused elements to
resolve complex customer issues.
As CEO and founder of OP360, Tim has been very
deliberate in creating impact not only for his clients but also
for his employees. From his earlier experiences working
with local communities and vulnerable populations, Tim
realized the deep correlation between the organizational
culture of giving and delivery excellence. Exposing his
employees to community service, compassionate relief, and
altruistic activities translated into customer experience
agents with a deeper empathy, patience, and commitment to
issue resolution.
Facing the Pandemic
The global pandemic proved how determined, engaged, and
dynamic OP360 employees are in supporting its clients.
Despite their challenges, each employee continues to stand
by the company’s commitment to growing its clients’
businesses and keeping client operations running smoothly
by remaining patient and adaptable to changes in the work
environment.
To safeguard the safety and wellness of all employees,
OP360’s world-class Business Continuity Team (BCT)
implemented business resiliency measures that
accommodate the needs of both on-site and remote workers.
For employees working on-site, the BCT ensured that all
facilities were manned by trained, certified occupational
safety, health practitioners, and trained first aiders and
stayed in compliance with health regulations and protocols.
The work-from-home employees received corporate
telecommuting packages, including wired internet at home.
To mitigate service disruptions, OP360’s Resiliency Center
served as an emergency work hub. OP360 also provided
employment and other economic opportunities to many
Filipinos who lost their livelihoods due to the pandemic. As
a result, OP360 could scale its operations, unlike some
competitors that suffered setbacks.
Employee Wellness Extends Past the Physical
OP360 has always prided itself in how it engrains into its
leadership to be mindful of not just their team’s physical
health but also to be aware of mental wellness. Each site
conducts routine mental health campaigns to promote work-
The Rise of Global Business Process Outsourcing Companies 2022

13. ,
,
OP360 has always
prided itself in how
it engrains into its
leadership to be
mindful of not just
their team’s
physical health but
also to be aware of
mental wellness.

14. ife balance to prioritize employee welfare and holistic
l
development. On last year’s World Mental Health Day, a
virtual event was rolled out for employees and executives
to learn effective coping mechanisms from a wellness
professional. This year, OP360 aims to further this
conversation by creating emotionally safe spaces for remote
and on-site employees.
Inclusivity Enables Access to the Best
Having traveled the world and experienced firsthand the
impact of diversity, Tim and his leadership team are aware
of LGBTQIA+ realities. In June, OP360 observed PRIDE
month with a virtual event (Love, Me) celebrating its
LGBTQIA+ identifying employees attended by 2000+
participants. It has since started its application to become a
member organization to the Philippine Financial and Inter-
industry Pride, the largest professional network in the
country for the LGBTQIA+ identifying workforce.
These are only the first of many steps that the OP360 team
is actively taking to amplify the voices of its diverse
workforce. Protecting its most valuable assets - the
employees, remains paramount to OP360. Over the last
quarter, it launched a vaccination program, Together and for
Each Other (in partnership with the local government of
Cebu), to vaccinate over 600 employees who had not
already received local government vaccinations.
This program brought OP360’s total workplace vaccination
rate to 28%, which is higher than the country’s current
national average. Further extending this program, OP360
just launched OP360 Junior, providing vaccinations to its
employees’ family members and dependents aged 12-17
years old. To inspire others to do their part in protecting
lives during these extraordinary times, a continuing story
campaign features the narratives of vaccinated employees,
highlighting their motivations for getting the vaccine.
360 Degrees
From its roots in environmental awareness to the 3,000+
people-focused BPO, OP360 has taken a passion for
community 360 degrees and embedded it into the
company’s DNA. But the impact extends well beyond the
community as these behaviors become rooted in how its
staff engages with customers. The empathy, patience, and
understanding translate into OP360 s ability to deliver a
superior experience of world-class support driven by proud
and deeply loyal employees.
,
,
OP360’s culture
and commitment
to the community
drives an
unparalleled
ability to hire the
best.
‘

18. Driving Revenue with Advanced Technology and
Continuous Innovation
O
utsourcing has become one of the go-to options for
businesses. Choosing to outsource is equivalent to
requesting a helping hand. Many small businesses
outsource not because they want to save money or they
can’t find suitable employees, but because they prefer
investing the time and effort in matters that are vital to the
business. Therefore, hiring a third-party service provider
may be the best decision a company can make.
Outsourcing offers rapid access to a team of highly
qualified professionals who connect with the customers
utilizing the latest technology and techniques by partnering
with a third-party supplier. On the other hand, customers
receive better service, agents address issues more quickly,
and companies don’t have to worry about high turnover or
infrastructure costs.
In short, outsourcing provides a great platform for both the
companies and customers. Over the years, the outsourcing
market has expanded rapidly, and many companies started
delivering outsourcing services. One prominent company in
that list is Salelytics, which provides Inside Sales, Account
Management, and Inbound Support Services.
In an interview with Insights Success, Matt Gargo, the
Vice President of Salelytics, sheds light on the journey of
his company, its services, and the different aspects of the
outsourcing space.
Please brief our audience about Salelytics, its USPs, and
how it is currently positioned as a trusted outsourcing
partner.
We work with Fortune 1000 companies as well as venture-
backed start-ups getting off the ground. Since we don’t offer
cookie-cutter solutions and customize any one of our
service offerings to the specific needs of our clients, we are
highly successful in a broad range of industries. We are
adept at leveraging cross-vertical synergies to drive the best
sales and service outcomes.
Salelytics was founded over 30 years ago to support
manufacturers of consumer-packaged goods (CPG). From
there, we branched into healthcare to include medical
device and pharmaceutical manufacturers. Some of our
largest client partnerships today exist in the
business-to-business space for financial, logistics, industrial
supplies, travel and hospitality, and distribution among
others.
Overall, we have a highly satisfied customer base. The best
evidence to support this is the average tenure of top clients
and total client base. Top 10 clients have been with us an
average of 10+ years and the overall customer base
averages over five years of partnership.
Shed some light on Salelytics’ offerings and how they
impact the industry and your clients?
We provide five key service offerings to clients, all of which
can be customized:
We are
adept at leveraging
cross-vertical synergies
to drive the best
sales and service
outcomes.
The Rise of Global Business Process Outsourcing Companies 2022
| March 2022 www.insightssuccess.com
16

19. After leaving graduate school, Matt Gargo started out
as an inbound sales associate for a consumer
retention program. Through a variety of roles of
increasing responsibility in training, talent, and sales
operations, Matt established the firm’s Financial
Services practice.
He drove the growth of the company’s largest client
while standing up internal and external compliance
and auditing, a modern, speech-enabled quality
assurance methodology, and a consultative sales
practice focused on leveraging the right technology to
drive incremental sales and best-in-class customer
satisfaction.
In this area, Matt helped spearhead the establishment
of the firm’s data warehouse for business contact
intelligence, a proprietary tool used to uncover
addressable markets with lead scoring for likelihood to
contact.
Matt has also been at the forefront of the
transformation of the associate talent and training
model from regionalized, brick-and-mortar centric to
one that is national and virtual.
Funnel Development: Outbound appointment setting or
demand generation (date and time with qualified decision
maker)
Team Sell: Clients Field Sales and our Inside Sales
resources collaborate to acquire, retain, and grow revenues.
Sole Territory Coverage: Our Inside Sales Associates
independently acquire new customers for our clients.
Account Management: Our Inside Sales Associates take
over a clients specific set or segment of customers to retain
and grow through Upselling and Cross selling efforts.
Customer/Patient Care: Our dedicated care associate
supporting Inbound and Outbound needs tied to educating
and supporting client’s customer or patient groups. While
most of our initiatives are a strategic complement to our
partner’s overall go to market strategic, our ability to take
on both large Fortune 100 partners while also being nimble
enough to provide the advice and counsel to smaller
start-ups allows us to deploy our solutions at almost any
scale.
Our expertise in consulting with our partners and building
out a custom solution ensures we design a sales or service
engagement that is unique to the value goal, be it in revenue
generation, service, or service into sales. As part of this, we
lead our partners through a robust solution design process
that looks at every component, ensuring we’re pairing the
best talent, tech stack, and sales and service enablers to
optimize value.
To call out one specific and proprietary solution, we’ve
developed a patented ‘Super Associate’ application to
provide real time call scoring for associates leveraging our
Speech Analytics platform to listen to a selected group of
key words and phrases as specific points within a call.
This application is then tied directly into our Gamification
platform to provide scoring and tracking to keyword
adherence at the associate level that correlates directly to
the sales or service goals of the client. This direct tie in has
dramatically shortened the speed to ramp for new associates
by up to 50% in some cases.
Combining our real-time Super Associate with
Lingua—Salelytics proprietary full transcription speech
analytics platform—we have empowered our coaches to
find opportunities faster than ever and have equipped them
About the Leader
Matt Gargo
Vice President
Client Operations
| March 2022 www.insightssuccess.com
17

20. to speed the diagnostic function of coaching and developing
associates.
What used to take hours in the ‘old days’ of listening to call
after call can now be accomplished with a quick text search
across hundreds or even thousands of call interactions and
filtered by call outcome or any variety of call meta-data.
Both tools are fully integrated in our proprietary
performance monitoring and development tool ROADMAP,
driving a seamless integration of call analysis and coaching.
Being an experienced leader, share your opinion on the
impact of adopting modern technologies within the
business outsourcing space and what more could be
expected in the future?
Over the past 10 years, there has been a rapid evolution of
call center technology aimed at enabling sales and service
outcomes and driving better, more prepared associates.
Tools such as speech analytics and gamification have
become central to how we go to market and key
components of delivering upon program KPIs.
These tools also help reduce the initial time to performance
ramp and part of our tactics in keeping associates engaged
and ultimately reducing churn. The use of chat and video-
enabled chat has tied teams together at a distance and has
made cross continental collaboration easy to a measure no
one would have believed a decade ago.
In this area, the future promises the maturity of many of
these nascent technologies and a further application
transforming both the in-office and remote training
experiences to where oral and written assessments are
supplemented with tools that numerically measure sales and
service readiness based on talk track deliver and voice
analytics prior to an associate taking their first live call.
For associate in production, expect the further automation
of performance analytics through AI-driven speech and
sentiment analytics as well as the automation of the call
quality and compliance functions.
Considering the current pandemic, what initial
challenges did Salelytics face and how did you drive
Salelytics to sustain operations while ensuring the safety
of your employees at the same time?
As we were primarily a brick-and-mortar call center
business, we’d never been tested to deploy technology and
lead our teams remotely. For us, however, there was never a
consideration around whether we would stay in the office or
migrate our employee’s home – we were committed first
and foremost to the safety of our employees.
Our largest initial challenges were around deploying and
testing our tech stack remotely and at scale and servicing
our remote employee’s hardware and software – especially
when troubleshooting remotely. Our second challenge was
in training and onboarding new employees who would
never work in the brick and mortar. By building out
proprietary tools to help with workstation pick up and
leverage virtual interviewing and training platforms, we
found we’d improved our ability to hire and train.
With the introduction of MS Teams and enabling video
across our employee base, we found we were quickly able
to duplicate the in-office camaraderie and support even as
we sat in disparate locations. Separately, while we had
never specifically intended our proprietary Sales Enabler
technology to support a remote worker, we found that with
minor changes, they were well suited the job of continuing
to drive top notch performance and employee engagement.
What would be your advice to budding entrepreneurs
who aspire to venture into the business outsourcing
services market?
While it is easy to get distracted by all the technology and
tools, the first step is to focus on setting up the basics of the
sales or service operation, determining the right KPIs and
building a culture and cadence of accountability where
everyone has clear visibility into what success looks like at
every aspect of the process and level.
| March 2022 www.insightssuccess.com
18

21. The technology provides no short cuts into ensuring the
basic blocking and tackling exists and can only support a
program built on a firm foundation of experience and rigor
and cannot fill in the cracks where corners have been cut or
outcomes unclear. Second to that is garnering the right
talent for the task and being able to target the intersection of
skillset and wage for your initiative.
While it may seem contrary – in most cases wage-level
alone is not the key driver in employee satisfaction and
retention. Having a robust understanding of your talent and
being able to build processes to vet talent into the right role
will ensure KPIs are met but will also bring longer term
employee satisfaction and reduced churn. As attrition
training is one of the largest drivers in performance and
margin erosion within BPO, it is critical that all of these
pieces work together as compliments.
How do you envision scaling Salelytics’ operations and
offerings in 2022 and beyond?
The future of scale is tied to a national model for talent. The
old days regarded the location of brick and mortar as
paramount. The pandemic has accelerated the desire to
work from home and forced companies to confront this as a
viable option to a degree ever before seen. Due to the shear
success, we’ve now looked at how we can mine for talent at
the intersection of wage and skillset regardless of
geographic location.
Where we were tethered to the geography and its
inhabitants, having the flexibility to pull the best talent for
the price point has been transformational. While the brick
and mortar will always be a part of our model, we now have
fully virtualized clients spread across markets gives us
scale, skills, and flexibility we never enjoyed prior to the
pandemic and tied to a finite set of locations.
Due to this change in our approach, we’re in the middle of a
labor crisis yet have onboarded more associates over the
past two years than pre-pandemic. If it weren’t for our
embrace of this new mode, we would not have been able to
deliver upon our growth objectives over the last two years.
| March 2022 www.insightssuccess.com
19

22. Dynamic
Ways in which
is the
Recasting
BPOMarket
Today, the world is witnessing the growth of
artificial intelligence and its impact on every sector.
Every industry is adapting to this change and
looking to use these two technologies to run their business.
Business process outsourcing (BPO) is one of those famous
and one of the fastest-growing global industries, with a
wide variety of services ranging from accounts payable to
clinical trials management. The BPO market is rapidly
growing due to the concurrent growth of cloud computing,
big data, and artificial intelligence (AI).
Artificial intelligence (AI) has been the technology of the
future for quite a while now. Science fiction movies and
novels have predicted a future in which AI ruled over
humans or a post-apocalyptic world where human beings
barely survived against AI. While these predictions are
spectacular and entertaining, we are far from having robots
with state-of-the-art artificial intelligence which control our
lives. However, there is one area in which the impact of AI
is real: business process outsourcing.
What is Machine Learning and Artificial Intelligence?
Machine Learning (ML) and Artificial Intelligence (AI) are
two of the hottest topics in technology right now. However,
AI and ML are often used interchangeably or confused with
one another. The reality is that AI and ML have distinct
definitions, and we must understand them for both their use
cases and capabilities.
| March 2022 www.insightssuccess.com
20

23. Ar ficial Touch
| March 2022 www.insightssuccess.com
21

24. Machine learning is a subset of AI that defines a system that
automatically learns and improves from experience without
requiring explicit programming. Machine learning uses
software to crawl through data, remove unnecessary
information, and develop solutions. It is often used for
predictive analysis and decision-making.
Artificial Intelligence and Business Process Outsourcing
While the general public may think of artificial intelligence
as a fancy means to develop the latest technology, many
companies have started including artificial intelligence in
their business operations. However, many BPO companies
have yet to make proper use of it. While many of them have
begun to incorporate machine learning into their services
and apply these AI skills toward customer-facing business
processes, many organizations are examining the perks of
artificial intelligence within their BPO projects.
Great Customer Experience
From the initial stages of customer interaction to the final
output, customer experience has always been at the
forefront. While the traditional customer service solutions
were reasonable, they encountered certain inadequacies to
meet all the changing customer demands. And entering into
the newer stage, where machines will be working in tandem
with humans and powerful AI tools control all this. It is still
in the developing stage, and a lot more research, innovation,
and integration are required to make this industry more
useful.
Documentation Method
Paperwork has plagued businesses for centuries. It is truly a
common enemy. Stories are told to scare young employees
and interns about the tremendous amount of investment that
a company puts in their employees only to unnecessarily
spend it on handling paper files that could be replaced by
software. In many countries, the government sets up forms
and procedures for regulatory documents and handling
paper correspondence. By digitizing your mail, you can
deal with all these elements through the use of software
specially designed for this purpose.
Safety and Security
Customers are the crux of your business, and satisfaction is
a major component of keeping customers. Security is
another area with no exceptions, and it can be a tricky
subject or something that can be brushed aside too quickly.
AI will help companies in the future, even if just in the
form of better security, hopefully avoiding some common
pitfalls. Businesses of all sizes are responsible for providing
their customers with a safe and secure experience. With
machine learning, you can use your resources to protect
your customers from both cybercrime and identity theft.
AI-based Interactive Voice Response
There is a lot of buzz around the development of virtual
assistants and AI-based systems with more natural language
processing. The reason for this interest is that customers are
increasingly moving to voice search rather than typing into
the search engine. If you are interested in AI, deep learning,
and neural networks, Chabot is exactly what you need! It
also creates a ground for building your own enterprise-class
AI-based virtual assistant right on your website.
In Conclusion
In today's business landscape, it's obvious to see the
growing influence of artificial intelligence and machine
learning on almost every process. From Virtual Assistants to
self-driving cars, these are all examples of AI put into
action, but this technology has been available for a long
time in some industries.
With the use of artificial intelligence, growing your
business through BPO is easier than ever. There's no doubt
that robust control technology and a trusty BPO partner can
keep the controls in good shape, propelling your business's
growth. As a business owner, you will always want to
invest in technologies to ensure the maximum ROI and
savings — innovative technologies are your best bet.
- Bhushan Bhad
| March 2022 www.insightssuccess.com
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26. Support U
An Impact Sourcing BPO, Building Transforma onal Change
Business Process Outsourcing (BPO) is an important
industry across the world. The BPO industry assists
in delivering reliable, significant, and constant
support to crucial business processes. It has widely adapted
to the needs of various industries to support them in
streamlining their operations. Industries such as banking,
manufacturing, healthcare, financial services, insurance, IT,
etc., take active help from the BPO industry to improve
productivity as well as cut costs.
One such organization is SupportU, headquartered in
Phoenix, Arizona. It has built itself into a trustworthy and
result-driven BPO organization. It offers specialized
services in contact center operations, technical support,
customer care, sales, and back-office support. The company
provides its services across all the available channels,
including inbound and outbound voice, SMS, chat, and
email.
SupportU is a woman, minority-owned business process
outsourcing organization formed on some fundamental
principles. It does not believe in the business of labor
arbitrage and wants to create an organization that betters the
lives of others.
The Beginning
SupportU was founded by Hui Wu-Curtis (Co-founder
and COO) and Ron Petrie (Co-founder and CEO). With
broad professional experience in the BPO industry, both
formed the company with several intentions in mind. “My
business partner and I have always worked in the
outsourcing industry in various capacities, and we have
learned that—with this model, like anything else—it is time
for change and disruption,” Hui says.
The co-founders built the organization from the ground up
with some simple principles:
1) Make the investment upfront with the savviest
technology solution that will continue to evolve as BPO
business and markets evolve.
2) All technology considerations start with the
organization's employees in mind and how those resources
will help them do their jobs better, faster, and more
efficiently.
3) How the organization integrates the available technology
stack into a world of possibilities for its clients so that it
may evolve its businesses forward.
When asked about how the company differentiates its
services from its competitors, Hui says, “It simply comes
down to the fact that we take the time to understand our
clients” businesses, go in with a consultative mindset, and
deliver outstanding performance, data, and analysis that is
value-added and actionable for our clients.”
Fundamentals of SupportU
The company purposefully focuses on providing
employment opportunities for people of the underserved
communities (single-parents, LGBTQ, the formerly
incarcerated, minorities, women, military spouses, and
We have created a track record of
establishing business rela onships
that emulate ourits values of
transparency, accountability,
genuineness, and determina on.
| March 2022 www.insightssuccess.com
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The Rise of Global Business Process Outsourcing Companies 2022

27. Hui Wu-Cur s
COO/Co-founder

28. college students). It believes in creating a safe environment
for people to be themselves, celebrate diversity, and see
differences as a value.
The BPO company supports and educates its entire staff to
be successful. It provides its people with promotional and
career opportunities so that they may change their economic
conditions given their desire to succeed. Starting at the
company’s core with its people translates to providing its
clients with exceptional service and support from people
who want to be seen as winners — not people seen as
different or less skilled.
“We have created a track record of establishing business
relationships that emulate its our values of transparency,
accountability, warmthgenuineness, and determination,”
Hui quotes on the founding fundamentals of SupportU. The
founders have established themselves as experts in the
industry with proven results across many verticals and a
strong desire to push the boundaries of progress for the
BPO industry.
The Initiator – Hui Wu-Curtis, COO/Co-founder
Hui immigrated to the U.S. when she was five, with her
parents and younger sister. They were the first wave of their
family to escape the Vietnam War. Her father had only $200
in his pocket. He was also the only one who spoke any
English in the family.
Having dealt with so much adversity already, her father still
fought hard for the family's survival because he truly
believed that the U.S. was a country of opportunity for
everyone.
While in college at San Diego State, Hui worked a part-
time job in a call center, taking calls and relaying messages
to people's alpha-numeric pagers. “I lasted about six months
because it was horrible. I never met my supervisor. There
were so many people everywhere, and it seemed
unorganized. This was not a place for me,” Hui describes
her first job experience.
Several years later, she had an opportunity to go back into a
call center, but in a supervisor capacity, so she took the
chance. She thought it would be challenging to learn more
about this unique environment and figure out how one
could effectively manage people who were always tied to
the phones.
Subsequently, she spent the next 25+ years working in
various call centers in nearly all major industries, each time
learning as much as she could and absorbing all the
information. This provided her with the knowledge and
hands-on opportunity to learn about all aspects of the
business, understand existing and newer technology
solutions, and discover how to execute for results.
Over time, she learned that the multi-discipline approach in
call center management has many parts that are all
interdependent. She also learned to successfully juggle all
the moving parts of a call center to make it successful.
“From there, I’ve been asked to create new call centers, fix
the call center, or take the call center to the next level, all of
which I’ve done very successfully over the years,” Hui
shares.
She observed throughout each company that minorities,
both male and female, needed to work much harder to get
noticed, often never being given the opportunity to grow
and advance because they didn’t look, sound, or dress the
part. The other reality was that, in the industries in which
she worked, very rarely were there any minority leaders or
executives that understood and knew the challenges these
groups face.
Working on the brand and BPO side, she has developed the
unique perspective of both.
“As a client, I’ve experienced the pain points of working
with BPOs of all sizes and geographical locations. Now, as
I am on the BPO side, I know what clients are looking for,
and can work with my operational team to ensure we never
cause those same pain points for our clients,” Hui tells us.
With her years of work in other organizations, she
understood how to find degrees of difference between a
company’s focus and how it should function. So, she
decided to leave the position of CEO in her last company
and start her BPO with her business partner, Ron Petrie —
himself a former CEO at a smaller BPO and a business-
development executive, leading sizable sales teams for
years.
After seeing all the politics, greed, and mismanagement, the
co-founders decided to build their BPO that focused on
bringing together the best leadership talent, coupled with
the best technology, to create a safe, collaborative, and
innovative environment for marginalized people. “We
embrace and value diversity and will provide career
opportunities to them as we continue to grow,” Hui tells.
Today, 65% of workers in a call center cannot afford (or are
| March 2022 www.insightssuccess.com
26

29. not offered) health insurance. Hui says, “This is not okay
with us. We feel that it is important for all our team
members to have health insurance, which is why SupportU
runs as efficiently as possible, so we can reinvest those
funds into providing health insurance and other benefits for
our people.”
The founders strongly believe in a culture where people see
and feel that they are important to the company. SupportU
is committed to putting its employees and clients first. By
doing so, it continues to drive loyalty and performance.
Modern Technologies in the BPO Industry
Both the founders have spent time at companies where the
technology was all over the board. Some bought technology
without knowing how or where to use it. Some didn’t buy
any technology because “things have run just fine for all
these years.” Some simply feared early adoption.
“First, technology is NOT the solution to everything. It is
not going to fix all your company’s problems magically.
What technology CAN do is provide a very effective tool(s)
to run your business, IF given the right outlook of how it
interplays with people and processes,” Hui explains.
“We have been fortunate enough to invest upfront in the
best technology. The best doesn’t mean the most expensive.
We were very deliberate in how we built our technology
stack of solutions. We looked for solution providers that had
an innovative solution, who were flexible, agile, and
entrepreneurial in spirit,” she adds.
SupportU wants to push the boundaries of success in
operations and service delivery in partnership with these
various solution providers. The organization’s approach to
considering its technology solutions always had its people
in mind.
Does it make employees’ jobs easier? Does it provide
visibility to its leadership in an easily digestible way for
them to manage and make business decisions? Does the
technology solution help the company identify where it
needs to help people? Does the technology help company to
identify issues of which its clients need to be aware?
Some of the toughest jobs in any call center are at the
frontline agent and supervisor levels. SupportU has built its
technology stack with some of the most innovative and
fluid solutions in the market to
1) Support its employees, so they gain proficiency sooner
and outperform others
2) Provide leadership with the tools to manage their
operation and people effectively
3) Identify issues and trends for its clients’ businesses, and
4) Allow for the company to run efficiently so that it can
reinvest savings back into its people via healthcare and
other benefits
There are many BPOs that do great work with their
technology solutions, but as a client, Hui found it hard to
visualize how those solutions would benefit her business.
SupportU provides that consultative approach,
understanding the clients’ business models and proposing
opportunities for technology solutions that will help grow
and advance their companies. SupportU takes the
guesswork out of the equation and provides opportunities
for their clients.
There are many technology solutions out there, and the
founders understand the need to keep up with them from a
market awareness aspect, but many companies are not
willing to make a big investment just yet. The company has
done several pilots for clients so that they can experience
the functionality of a particular technology and how it
impacts customer experience without a huge capital
investment upfront. It is a smarter way of leveraging
outsourcing partnerships in addition to labor support.
Fighting the Pandemic
“Rather than looking backward, I’m focusing on the future.
COVID-19 continues to permeate many countries, and there
seems to be no end in sight. As a business, we must be
savvy enough to understand how and what we need to do to
pivot during this new normal,” Hui says.
“We also must listen to what the aftermath is telling us.
While we can continue to uphold the safety protocols of
distancing people at work or utilizing work-from-home,
there is also the significant theme of “The Great
Resignation.” For the first time, a massive portion of our
labor workforce is telling us that they are tired and fed-up
with employers treating them poorly at work; tired of low
wages, poor working conditions, terrible bosses, long
commutes, etc.,” she adds.
SupportU is aiming to be that disruptor in the BPO space
because, although it is a smaller player, its executives come
from much larger corporations who understand what it
means to be competitive, to differentiate, and to value
| March 2022 www.insightssuccess.com
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30. talent. The company is making investments in its people
and technology while remaining agile. Our ability to be
incredibly adaptive and flexible is key to our success.
Words of Guidance
Some entrepreneurs, who know very little about BPOs,
become successful out of blind luck. Others truly learn and
work hard to be successful. For anyone who wants to get
into this space, learn as much as you can about the
operations and what clients are looking for. Then ask
yourself why you want to get into this business. It is a
relationship-based business, and building your network and
reputation matters. It also takes funding to get your
operations started.
“Starting a BPO is not unlike starting other businesses, but
you must determine if this is something you want to do or is
it something you love doing. If you love doing it, then all
the hard work will pay off,” Hui advises.
“We created SupportU because we love this andbut wanted
the ability to run a company the right way, and we believe
strongly in giving back to our people and our community in
the underserved areas. We are mission- and value-driven,
and believe that by doing the right thing, everything else
will follow,” she adds.
Objectives for 2022 and Beyond
In the BPO business, it is about planning, building your
pipeline of opportunities, and networking. Nothing happens
overnight. “We are well prepared in our planning process to
be a few steps ahead as we continue to grow. Our
technologies and processes are automated, and for small
companies, this just doesn’t happen at the early stages,” Hui
notes.
“We are big-company minded with big-company resources
for our future and well-positioned for growth. Ron and I are
always watching the various markets, shifts, and new
entrants so that we understand the changing conditions in
the marketplace,” she adds.
The company is watching, learning, and gauging activities
in and around the industry so that it can be proactive and
ready versus reactive. “Given the right client interest, we
are also flexible to operate in other geographical locations,
but for now, we are focusing our delivery onshore in the
U.S.,” says Hui.
| March 2022 www.insightssuccess.com
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32. Wealth:
The ‘taboo’ topic
within American culture
- Jason Reeves MA, CEPF, Founder and CEO of Segue Wealth Management
In the U.S., “We’re middle-class” has often been the
response of many when asked what their household
income is. Often fraught with giving a specific
answer for fear of judgment in one way or the other, for
making too much money or not enough, most people just
aim for the middle.
So, when I came across an article in Forbes Magazine
about Professor Nina Strohminger’s vague question to
her students at the University of Pennsylvania’s Wharton
School of Business about what they thought the average
American worker makes per year, it instantly brought
back a memory from my college days.
During my time as an undergrad at Berea College, one of
my favorite professors, Dr. Jill Bouma, asked our class a
similar question. “After graduation, what do you all
think would be a good salary to make in your
professional careers?” The consensus answer: $50k per
year. Now, obviously, this was back in 2006, and
factoring in inflation, this amount would be closer to
$70k in 2022.
Nevertheless, as a student coming from a family of
limited means, $50k per year was really very good. Dr.
Bouma juxtaposed our responses to students that she’d
previously taught at a university with students from
higher-income earning families, whose consensus
response was “at least $100k,” and it actually led to an
eye-opening and ultimately career-defining moment for
me.
Whether we would like to admit it or not, the U.S., My
Country Tis of Thee, is one that is built on social
constructs. This includes not only race but
socioeconomic class. Furthermore, whether we would
like to admit it or not, financial education, financial
literacy, and family business succession planning have
allowed for families who have accumulated mass
amounts of wealth to transfer it efficiently and effectively
from generation to generation.
Ultimately what this does is allow those families to
educate their heirs on strategic wealth management,
effective investment strategies, and how to not only
protect what they already have but to continue to grow
their empire. Those who are not of means are often left
out of the personal finance and business management
discussions that these families are having due to a lack of
knowledge and or exposure to these guiding principles.
As stated in the article, over 25% of the students thought
that the average American worker made over six figures
annually. Obviously, this is twice the amount of what the
real number is (approximately $52,520 in 2021).
However, one could argue that for those students, a
majority of whom probably come from a financially
stable family of means, six figures are ‘average.’
Thus, the responses they gave reflect the life they live
and with whom they and their friends and families
associate. As with the proximity principle, you tend to
become and pattern your behaviors after those you spend
the most time with. As the old saying goes, “birds of a
feather flock together.” If family A is one that is ‘middle-
class’ and has discussions with their kids about money
| March 2022 www.insightssuccess.com
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33. and personal finance, while family B has discussions
about the latest and greatest trends on social media, the
long-term effects in both scenarios will show themselves
over time.
In the same way, if one’s circle of friends is having
discussions on investment strategies, risk management
strategies, and who is their wealth management
professional, they are more likely to bear positive fruit
from those discussions. Thus, it is not that the
Wharton School of Business students were out of
touch with reality; it is that those students’ reality is
not that of an ‘average’ American. There are levels to
it.
The doors of opportunity and advancement are as
open as they have ever been. Access to formal
education for all races, genders, and creeds has
never been more readily available as it is today.
As parents and mentors to the next generation, we
have done a good job of challenging them to
pursue education. Yet, that’s only one step. It is our
responsibility to educate our students, kids, and heirs
to be financially literate. This comes through financial
education, which, ironically, is not taught in schools or
required to graduate at any level. It is an acquired skill
that must be pursued independently and consistently over
the course of one’s life.
Exposing our youth and young adults to personal finance
advice, how to use an insurance investment strategy, and
the importance of estate planning will open more doors
and ensure the financial well-being of our generations to
come.
Many will become entrepreneurs and business owners,
so it is not only important to work with an asset and
wealth management professional but to also work
with them on business succession
planning so their children’s
children can reap the rewards
of the sacrifices they
personally made to have a
better life and change
their family tree. It is
time to level up.

34. TheRiseof the
OUTSOURCING
Industry
The term outsourcing, or offshoring, refers to the
transfer of production processes to a foreign
country wherein remotely located workers in host
countries handle certain steps of the production process.
There are several reasons why firms prefer to
“outsource”some of their operations. First, it is generally
more cost-effective than if all services were provided by
internal resources. Second, it is flexible, allowing firms to
allocate work quickly and efficiently according to their
changing requirements; and third, it allows firms to tap into
foreign talent pools. In recent times, many companies have
started moving their software development activities
offshore as well.
Outsourcing is an increasingly common practice in many
different industries. In the case of the IT sector, this has led
to a marked increase in outsourced projects due to high
demand and availability. As soon as there was a demand for
labor-intensive work, other sectors started to hire foreign
providers instead of building their capacity or retraining
their existing staff.
The key trend in the IT services sector is specialization
focusing on four areas: application maintenance, systems
maintenance and support, BPOs, and infrastructure
management.
The 1970s to early 1990s
India’s outsourcing has shown exponential growth over a
period of time. The idea and concept of outsourcing came
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33
The BPO Story

36. nto existence from the 1970s to the early 1990s. A shortage
i
of skills and cost was the prime driver for outsourcing to
India then; the country that gave birth to civilization itself
was now becoming known as the world’s back office. The
companies in the West jumped on the bandwagon and
outsourced work to Indian companies at lower costs. The
cost factor was a prime driver for outsourcing to Indian
companies.
1994 to 1998
The era of information technology outsourcing in the year
1994 to 1998 was a crucial turning point. Before this
period, just a handful of clients outsourced their projects.
The advancements and success stories that put India on the
global map were related to this period. Several companies
benefitted from the Japanese economic slump and slowly
became reliable IT service providers through hard work and
dedication. Many old-time IT companies faced a lot of flak
from the domestic establishment for taking away jobs from
the country in the early 90s but soon emerged as an
unstoppable force after 1995. The creation of a reasonably
good support ecosystem with adherence to industry
standards made Indian companies prime targets for clients
across the world, especially for mid-to-large level
outsourced projects.
1999 to 2001
The Outsourcing Industry in India has been rapidly growing
since the year 1999 to 2001. The industry has been
undergoing several changes since its inception. As more and
more companies started shifting their focus on offshoring
and business process outsourcing, the demand for quality
manpower started rising at a rapid pace. The year 2001 saw
a large number of companies showing interest in this sector.
Thus, the world’s largest outsourcing industry – India,
suddenly found itself at the center of global attention in the
year 2001, with all the major players in the industry striving
hard to make it big in this lucrative market by acquiring
new clients and winning a larger share of their operations to
outsource.
2001 to present
From 2001 to the present, the industry of outsourcing has
changed greatly. When it came into existence, the land of
opportunities, India was the main and sole destination for
companies looking to outsource their tasks. In this
competitive and globalized market, companies have to
come up with new ideas and strategies to survive. The
outsourcing industry caters to both large-scale applications
as well as minor projects to several leading software
development companies operating all over the globe.
Outsourcing has helped carry out high-end IT tasks for a
long time now. The industry has undergone many changes
and has become one of the most qualitative and advanced
industries. Indian companies have helped corporations
across the globe in one way or another, from offering the
best IT strategies to effective management of large-scale
applications. At present, companies are now focusing on
research and development activities, architecture, and
business integration, which otherwise were considered
complex work.
They are leveraging their experience in delivering their own
IT services to make a mark for themselves. The outsourcing
industry in India is now a target of large corporations and
medium-sized companies across the world, particularly
from the oil, financial, and technology sectors.
IT and software services are the fastest growing sectors in
India, but outsourcing, in general, is moving beyond the
services sector these days. Though businesses want to
outsource to India for its low-cost, high-skill talent pool,
BPO (Business Process Outsourcing) has been a more
popular segment due to the lead players in that market. In
fact, BPO has been growing at a rapid pace and has
achieved a double-digit growth rate.
- Bhushan Bhad
| March 2022 www.insightssuccess.com
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