For years, enterprise buyers have relied on vendors’ internal metrics — low attrition rate, Glassdoor ratings, employer-brand awards — to decide who wins the outsourcing contract. These metrics served as ‘proof of concept’ for the service delivery. Buyers tend to… Read More »

When IT/BPO firms began embracing AI and trimming their workforce, they hoped to save a significant amount of money. Initially, they did. But as the months passed, they found that much of those savings were being redirected into AI infrastructure… Read More »

On July 7, 2026, Jamaica’s premier industry body, GSAJ (Global Services Association of Jamaica), did something it hadn’t done in more than a decade: it beckoned the group’s founding president. This time, the call was urgent — to rejuvenate the… Read More »

There was a time when business and IT service providers acted as ‘invisible vendors’. Not anymore. A string of lawsuits in the past two to three years has put them in the legal spotlight over cybersecurity failures, labor violations, and… Read More »

The Philippines’ BPO industry is facing a challenge few expected: services export revenue is still rising, contact centers are expanding, but employment growth is slowing. In fact, the country’s BPO workforce could even fall below its 2025 level, according to… Read More »

Colombia will soon inaugurate a new president, and the outsourcing industry is watching closely with cautious optimism. Abelardo de la Espriella takes office on August 7, 2026, on a pro-market program — tax cuts, deregulation, more flexible labor rules —… Read More »

The sexual abuse and forced religious conversion allegations at the Nashik BPO unit linked to Tata Consultancy Services (TCS) in India have brought to the fore a critical discussion on workplace harassment, HR practices, and corporate governance in BPO delivery… Read More »