The Rise of Global Business Process Outsourcing Companies 2022, February 2022.pdf

Gosling
Bill
Outsourcing
Enhancing Client
Communications
Through a State of the
Art Outsourced Solution
VOL
02
ISSUE
16
2022
The Rise of Global Business Process Outsourcing Companies 2022
First Principles
Ins and Outs of Business
Process Outsourcing
Itʼs Chomp Time!
Outsourcing Food Services in
the Business Community

editor
Bhushan Bhad
Managing Editor
enturing into a business is a tricky road to
Vwalk on. As one establishes a business,
there are multi-diverse operations to
conduct and various processes to streamline that
cater to a mass consumer base.
Unlike a one-man army approach, businesses
depend on an integrated workﬂow. To propel
product development, organizations conduct
market research, coupling it with the business
operations that facilitate the marketing and sales
needs and connect with the desired consumer.
This streamlines the business process with an
adequate demand-supply mechanism.
Such a rollercoaster ride that justiﬁes the
emergence of an idea and developing it into a
business demands more than one can imagine.
Solving these business challenges with innovative
technological advancements, the world has
shrunk its geographical boundaries and sprouted
as a global community. As a consequence,
business corporates have successfully penetrated
into the utmost sequestrated region irrespective of
its equatorial dynamics. Today, a company may
be operating from North America, outsourcing
Bandwagoning
Business Process
Outsourcing!

human resources from Europe while opening its
offerings to the Asian markets. Catapulting these
strategic developments in industry operations,
entrepreneurs have ushered a new era of
integrating global resources and managing the
supply chain dynamics while facilitating business
process outsourcing services worldwide.
Across the globe, technology is playing a
significant role in driving business operations.
With the hybrid work model accepted globally, it
is the need of the hour to have an organized
system that satisfies the needs of various
industries as per their specific requirement.
Sprouting from the agile development of B2B
services, business process outsourcing companies
contribute a giant share of the world economy
and is transforming the world for the better.
Acknowledging the marvels of such creative and
innovative business solutions is our new Edition,
“The Rise of Global Business Process
Outsourcing Companies 2022.” While you
scroll through the pages that narrate the inspiring
business stories, enlighten yourself with the
insightful articles written by our editorial team.
I hope you have a happy read!
, ,
In an age of ever evolving technology transformation,
future awaits for a systematic management of global
talents and outsourcing companies is just a start for the
prosperous business future!
Bhushan Bhad

08
Enhancing Client
Communications Through
a State-of-the-Art
Outsourced Solution
20
First Principles
Ins and Outs of Business
Process Outsourcing
34
It's Chomp Time!
Outsourcing Food
Services in the
Business Community
Bill Gosling
Outsourcing

C o N t E n T s
CallForce Outsourcing Specialists
Customized and Innovative
Outsourcing Provider
MattsenKumar LLC
A Globally Reliable Business
Process Outsourcing Partner
Telelink
24/7 Live Call Answering Service
Leading with Self-love
You are a leader irrelevant of
your position, to take charge and
lead a fulﬁlled life, fall in
love with your self – Meher
CXO
16
24
36
30

sales@insightssuccess.com
February, 2022
Circulation Manager Tanaji Fartade
Research Analyst Eric Smith
Editor-in-Chief Mary D'Souza
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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
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Sonia, Mrunalinee
Marketing Manager Joseph D'souza
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Assistant Technical Head
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Featuring Brief
Company
Candice Roberts
CEO
Infomatic Solutions
infomaticsolutions.com
Bill Gosling Outsourcing
billgosling.com
Genesys
genesys.com
CallForce
Outsourcing Specialists
callforce.co.za
Bill Gosling Outsourcing has over 65 years of experience
supporting the contact center and customer service needs of its
clients in Canada, the United Kingdom, and the United States.
CallForce delivers innovative, customised contact centre
solutions from South Africa to the Global market.
Genesys is the global leader in cloud customer experience and
contact center solutions.
Infomatic Solutions is a professional and well-established
outsourcing solutions. Infomatic Solutions' deep-rooted
experience and highly skilled expertise in the industry have
transformed it as one of the popular outsourcing companies
in USA.
MattsenKumar was founded in 2010 and boasts a vast array of
global clients—many of whom have collaborated with the
company for ten-plus years.
Dave Rae (CEO)
Kenny Johnston
(President)
Corey Bischoff
SVP, Global
Sales Operations
Pradipsinh Jadeja
Network Administrator
Eduardo Cabrera
President
Telelink
telelink.ca
SYKES
sykes.com
Mazars
mazars.com.br
Mazars is an international audit, tax and advisory firm
committed to helping our clients confidently build and grow
their businesses.
SYKES is a leading provider of multichannel demand
generation and customer engagement services for Global 2000
companies.
Telelink provides live call answering services to keep our
customers business lines open 24/7, improve customer service,
and ensure no calls go unanswered.
Jennifer Ching
Vice President
Lucas Dower
Director of Marketing
TOTVS
totvs.com
TOTVS is a Brazilian software, platfrom, services and
consulting company. It is the absolute leader in Brazil and Latin
America and is a major integrated management system
developer worldwide.
Marcio Viana
CEO Totvs Curitiba
The Rise of
Outsourcing
Companies
2022
GLOBAL
BUSINESS
PROCESS
MattsenKumar LLC
mattsenkumar.com
Mike Mattsen
(Co-founder and CEO)
Aarati Kumar
(Co-founder and COO)
Konecta
grupokonecta.com
Konecta is a multinational company that offers customised
multichannel solutions to provide the best customer
experience.
Francisco Salgueiro
Director, Business
Development

Bill Gosling
Outsourcing
Our breadth allows us an
invaluable wealth of knowledge
that we've worked hard to
develop over the last six
decades.
Enhancing Client Communications Through a
State-of-the-Art Outsourced Solution

Cover Story
Dave Rae
CEO
Bill Gosling
Outsourcing
Kenny Johnston
President
Bill Gosling
Outsourcing

o
O
utsourcing has been heavily practiced in the
industry since the late 1980s and early 1990s when
outsourcing core business functions became a
popular strategy to keep up with the growing labor costs
and a more global economy. Business owners soon
understood the importance of outsourcing and how it
extends their team’s reach beyond the confines of their
offices and workstations.
Today, outsourcing has become a buzzword, as more and
more cost and quality-conscious firms around the world are
outsourcing their non-core business procedures. It speeds
up the product development process and ensures on-time
delivery in the manner agreed upon while negotiating with
the vendor. Outsourcing has a variety of compelling
advantages that can help a company reach zeniths.
If a firm lacks the necessary resources to complete a
project, outsourcing is the greatest approach to substantially
shorten the turnaround time while working with industry
experts. The fundamental advantage of outsourcing is that
the less crucial aspects of a project can be outsourced,
saving time that can be spent on the business's higher-
value-added objectives.
Looking at this ever-growing sector, many companies
started delivering outsourcing services. One of the promi-
nent names on that list is Bill Gosling Outsourcing, which
helps companies build a perfect outsourced communication
solution to reach their customers.
Brief About the Company
Bill Gosling Outsourcing has over 65 years of experience
supporting the contact center and customer service needs of
its clients in Canada, the United Kingdom, and the United
States. Operating from 10 global facilities with 2700+
production seats and offering three core services (live agent
support, technology solutions, and professional services),
the company is positioned as a strategic partner for
developing and implementing an all-encompassing
customer contact solution strategy.
With clients past and present from many different industries
(primarily FinTech, FSIB, E-commerce, Retail, Automo-
tive, and Utilities), Bill Gosling Outsourcing is a well-oiled
contact center hub with the functional experience, industry
agility, and global flexibility to meet any challenge with
confidence, eagerness, and a steady, capable hand. As the
company draws strategies, techniques, and experience from
a myriad of diverse programs and services, its breadth
allows it an invaluable wealth of knowledge that its team
has worked hard to develop over the last six decades.
The company has created a unique culture that helps it to
stand out from the crowd. Bill Gosling is focused on its five
core values:
• Never Satisfied – Never resting on the laurels or relying
on the status quo.
• Creativity and Innovation – Thinking outside the box and
pushing innovation to its absolute limits in order to
achieve success.
• Make Others Better – Engaging every relationship as an
opportunity to learn and become better and make others
better.
• Able to Grow with Eager – Constantly and hungrily
accepting new challenges and opportunities for growth.
• Have Fun, Energetic – Remembering to be human,
having fun, and engaging with energy.
At the Forefront of the Contact Center Industry
Bill Gosling provides contact center support in the follow-
ing ways:
• Customer Care
• Customer Sales and Acquisition
• First Party and Third Party (under the name Allied
International Credit [AIC]) Accounts Receivable
Management.
• BPO (Business Process Outsourcing)
• GooseTek – Technology-based solutions to enable clients
to interact with their customers with and without live
operator support, an ideal solution for any business
application.
• Contact Center Training Outsourcing Solution (content
creation and facilitation)
Throughout all of the offerings, the company’s clients
choose it because it is trusted to do the right thing, and,
regardless of the situation, Bill Gosling will always
guarantee certainty of supply to keep its clients' business
running smoothly.
Bill Gosling’s omnichannel support, facilitated via voice,
SMS, email, video, digital letters, chat, social media, IVR
(Interactive Voice Response), and a customer-facing
collections website, allow it to remain agile and flexible
when meeting a wide array of client and industry needs.
Compounded by thorough digital integration and constant

innovation – call centers can no longer solely rely on phone
calls and analog support; they must become innovative,
cross-channel contact centers to survive – Bill Gosling
remains at the forefront of the contact center industry and
the needs of the modern client.
Eminent Leadership
Kenny Johnston is the President of Bill Gosling
Outsourcing. He brings 28 years of industry expertise in
customer care, collections, and outsourcing strategy.
Alongside Kenny, Bill Gosling’s CEO Dave Rae and the
Executive Team manage global operations and strategic
growth with clients and Goslings.
A few major things that the team has overseen in recent
years:
• Introducing the company to the Entrepreneurial Operating
System (EOS) at the beginning of 2019. Based on the
learnings from Gino Wickman's classic business book
Traction, the formalized EOS system structures the
internal culture of Bill Gosling and how its team operates
with its clients while helping to produce better outcomes
as measured by client engagement, bottom-line results,
and collective trust.
• In 2013, the company invested in a new ERP System, '
Workday' (HR, Financials, and Payroll platform), which
made the working more efficient and globalized. Workday
provides the team with real-time, accurate information;
automated business processes drastically reduced manual
work, analytics, and dashboards at an operational level, as
well as a learning portal that offers on-demand training to
the Goslings.
• In 2015, the company bought Alliance iCommunications
in London, Ontario. This acquisition increased redundancy
We engage every relationship as an
opportunity to learn and become
better and make others better.
in the Ontario area and vastly increased the sales and
customer care experience by incorporating long-standing
service relationships that Alliance had already built with
some premier client partners.
• A continued push into more technological and digital
methods of communication with clients' customers as
well as digitizing and streamlining all business processes
where possible.
Technology Aiding Outreach and Response Accuracy
Modern technologies have impacted the industry massively,
especially in the equalization of the relationship between
outsourcer and customer. In the past, the outsourcer defined
the timing and method of all interactions, and customers fell
into a response pattern based on the outreach strategy in
question. Modern tech has allowed outreach to become
fully omnichannel and much more self-serve, customer-
driven, and autonomous.
The relationship between outsourcer and customer has
become symbiotic as the dialogue of interactions is now
much more equally informed than it once was; technology
has empowered the customers. Additionally, tech has
helped with the outreach and response accuracy across all
channels – allowing more conversations and interactions to
occur with customers than ever before, while also allowing
for more rigorously tracked output data and analytics to
continue to improve the strategies, and the client and
customer experience.
Kenny said, “In the future, I see more predictivity with
Artificial Intelligence and Machine Learning continue to
take hold and inform outreach and interaction strategies.
But I also see the need for what I'll call 'acceptable
predictivity'; predictive data – i.e., best channel and time of
day to contact customers, as well as chosen tone, calls to
action, etc. – must allow the customer to feel empowered,
not controlled or force-fed. Advanced tech needs to assist
customers without restricting their autonomy or wholly
prescribing their response options.”
Braving the Pandemic
When COVID-19 hit, the proactive planning and
structuring of Bill Gosling's Business Management System
– including its Pandemic, business continuity, and crisis
communication plans – prepared the team for massive
changes to their operating procedures, and they were able to
provide very minimal downtime to their valued clients.

Regardless of the situation, the company guarantees
certainty of supply to keep its clients' businesses running
smoothly and hitting SLAs and KPI metrics – as always.
“We began preparing for the specifics of the COVID-19
Pandemic in late February 2020, and weekly planning
committees were arranged that required the invocation and
deployment of the aforementioned plans. We worked with
our clients to determine which programs could and should
be migrated to work-from-home (WFH) models, as well as
confirming which ones would be placed on hold,” said
Kenny.
Folded into meeting service targets was their need to take
care of Goslings. When lockdowns were imposed, it was
important to support the employees' safety and allow them
to continue to deliver for the clients. This included
arranging safe, reliable transportation to and from work and
providing hotel accommodation in regions with extreme
restrictions. Providing facemasks and shields, regular deep
cleaning of facilities, temperature screening, and paid leave
as required have been routine since the Pandemic's onset.
“As challenging as the pandemic has been, it was an
opportunity to deliver for our clients and our Goslings, and
we are proud of our ability to rise, in the spirit of our Core
Values of ‘Able to Grow, Eager’ and ‘Never Satisfied’, and
meet the challenge head-on,” added Kenny.
Bequeathing the Keys to Excellence
Kenny advised young entrepreneurs to take advantage of
the modern technological and entrepreneurial landscape.
Never in the history of technology has there been so many
low-cost and open-source options to utilize and play with.
And the ability to leverage that tech with DIY and entrepre-
neurial learning is equally unparalleled. The outsourcing
market – as well as many other industries across the world
– is extremely fertile for experimentation, low-risk, high-
reward speculation, and technological trial and error.
For those willing to teach themselves and take informed
risks with open-source tech, the industry is a sandbox to
play in. Get out there and assess what makes outsourcing
work from new and exciting perspectives; one never knows
where that path can take them.
Exploring New Horizons
Bill Gosling reviews its one-year and three-year business
plans every 90 days as part of its EOS (Entrepreneurial
Operating System) review cadence. Major strategic goals
include (but are not limited to):
• Continuous review of the current and expanded physical
footprints to accommodate human capital needs and
growth in domestic, near, and offshore locations.
• Continued investment into technology and data analytics
framework and impact to operational capacity, core
network, cloud, and digital strategy.
Expansion and new locations to further support the clients
is always top of mind at Bill Gosling, and its team is
actively looking at new market opportunities in nearshore
and offshore locations to support the continued growth of
the company. The team is also investigating the possibility
of a new nearshore center in the CALA market to be
operational in 2022.
Kenny said, “We also embrace our Core Values of 'Able to
Grow, Eager' and 'Creativity and Innovation', strap on our
VR helmets (well, not really), and step eagerly into a fully
digital world. We spearhead this with a vigorous commit-
ment to our technology solutions enabling clients to interact
with their customers with and without live operator
support.”
“We push to be the best Flock we can be for ourselves, our
clients, and our shared customers,” he added.
Within this continued investment into technology, the
management has identified areas for growth and is currently
working with a variety of vendors on discoveries for
Machine Learning and AI-driven technology from a
telecommunications perspective. This includes STT,
ChatBots, Inventory/Account Modeling, and a variety of
other internal functions. As part of the company's security
programs, the team has deployed an AI product, Darktrace,
that monitors and digests network traffic for unusual traffic
or behaviors, with automatic alerting and response.
We constantly and hungrily accept
new challenges and new opportuni-
ties for growth.

Green Apple Award – Bill Gosling is passionate about being green, so much so that it has
been awarded the coveted Green Apple Award. This award is given to
those organizations that demonstrate outstanding environmental practices.
Healthy Working Lives – Bill Gosling's UK branch, AIC UK Ltd., is thrilled to be a Gold
Award winner of the Healthy Working Lives award presented by Public
Health Scotland. The Gold level award demonstrates that the organization has a long-term
commitment and culture towards improving health, safety, and wellbeing both within the
workplace and in the broader community.
GTACC Team Award – Company's Newmarket client-launch team won a Team Award from
the Greater Toronto Area Contact Centre Association in 2020. This
award was presented to the client launch teams, who were very successful at launching a
new program amid the COVID-19 Pandemic.
Deloitte's Best Managed Company – Platinum Status (Bill Gosling has been an award
winner since 1999. Canada's Best Managed Companies set their sights on
global competition, deﬁned purpose, and investing in technology and innovation.)
Achievers 50 Most Engaged Workplace Awards – Bill Gosling was honored to be the recipi-
ent of this award in 2021. This award recognizes top employers displaying leadership and
innovation in engaging their workplaces.
When it comes to client feedback, Bill Gosling's working mantra underlines all about the
company: "No matter what adversity was thrown at the Bill Gosling team, we never heard
one complaint, or one person doubting the success of our program launch – it was a mani-
festation of the alignment we originally felt with Bill Gosling. Their 'Can Do' attitude was
going to make it happen."
Demonstrating Excellence

CallForce
Outsourcing Specialists
Customized and Innovative Outsourcing Provider
Employment is the basic need of human beings to
survive in this competitive world. Competition
between people and the organization has taken a
rise alongside technology. Even in the pandemic,
unemployment numbers were rising due to lockdowns.
During this hard time, outsourcing helped a lot to
organizations and aspiring young generations to grow
financially. The organization gets the manpower from
outsourcing which is needed to do the work on a bigger
scale. Organizations require employees to do front office
and back-office operations.
Outsourcing companies hire and appoint people to do the
work for the client organization. Business process
outsourcing is subcontracting various business-related
operations to third-party vendors.
Operations include accounting, payment processing, IT
services, human resource, regulatory compliances, and
quality management. Companies choose to outsource to
improve performance, accurate reporting, productivity
growth, and to create an identity in the global market.
South Africa-based, CallForce Outsourcing Specialists, is
providing customized and innovative contact centre
solutions to the Global market. The company has a global
footprint in over five continents, Africa, the United States,
the United Kingdom, Asia, and Australia. The organization
is a self-funded and 100% women-owned company.
Candice Roberts, the CEO, is a person who is behind the
success and innovation of the company. Specialization in
being an endeavour entrepreneur helped the company to
reach outstanding achievements.
In a recent interview, we asked a few questions to CallForce
Outsourcing Specialists Team.
Please brief our audience about CallForce, its USPs, and
how it is currently positioned as a trusted outsourcing
partner.
Delivering innovative contact centre solutions from South
Africa to the Global market is at the heart of what we do
with the goal to streamline the operations of an existing
contact centre or create a custom contact centre solution
that transforms the experience customers have with a brand.
Our service offering is underpinned by our vision to create
Five Lakh career opportunities for the youth of South
Africa while contributing to the growth of the South
African GBS sector by 2030.
We have recruited, trained,
and deployed contact
centre services for local and
international clients to over
10 000 sta over the past 22
years.
| February 2022 www.insightssuccess.com
16

CallForce CEO, Candice Roberts, is a thought-leader in the Outsourcing sector, currently
sitting on the BPESA industry Exco committee, the board of Endeavor South Africa
together with the CEO of Accenture and EY and is an Alumni and mentor for the EY
winning woman programme globally.
Her entrepreneurial journey with CallForce (BEE LEVEL 1) started 22 years ago as a
flexible staffing company achieving 100% year-on-year growth prior to the economic-
financial crisis and procuring blue-chip clients such as Standard Bank and Vodacom in
our first year.
About the Leader
Candice Roberts
CEO
CallForce Outsourcing
Specialists
17

It is all implemented with our successful and proven
formula that combines the right people and optimised
processes with cutting-edge technology and digital skills to
deliver an exceptional customer brand experience.
Our formula for success is continually optimised with an
integrated omnichannel strategy supported by smart
technology platforms and a tech-savvy, accent neutral talent
pool that creates agility in this highly competitive
landscape.
By outsourcing to the right partner like CallForce, it can be
an enabler to outperform your competitors and retain your
position as a leading brand.
Shed some light on your offerings and how they impact
the industry and your clients?
We service and support businesses all over the globe by
understanding the geographic requirements and local
challenges to successfully create, implement and manage
unique BPO solutions specific to our client's business
needs.
Our client experience spans across a number of different
industry sectors including Telecommunications, Financial
Services (Banking & Insurance), EdTech, Ecommerce,
Logistics and Energy to name a few, where we are
particularly focused on Asia, UK, Australia, Europe, United
States and the local South African business market.
A digital mindset was our theme for 2021, not just with the
implementation of technology, but the strategic planning of
the right technology coupled with cultural alignment to
ensure we professionally support our clients in this rapidly
evolving digital world.
To keep up with changes in customer expectations and
demand, it has been important that we reimagine products
and services with technology as the driver and continually
improve and optimise our digital journey both for our
clients and for our teams to ensure the connection to our
brand starts from the inside.
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?
Technology is only meaningful when combined with
strategic thinking and a human touch, that is why we must
Ÿ BPESA/CCMG Best External Service
Provider – Finalist 2017
Ÿ EY Winning Woman Programme – 2017
Ÿ EY South African Entrepreneur of The
Year – Finalist 2017
Ÿ CCMG Best International Outsourcing
Contact Centre – Finalist 2018
Ÿ GSA African Outsourcing Project of The
Year – Finalist 2018
Ÿ Endeavor High Impact Entrepreneur
Ÿ BPESA GBS Top BPO Operator – 2019
Ÿ CCW Finalist: Best in Class Contact Center
– 100+ Seats 2019
Ÿ BPESA GBS Top Offshore
Campaign – 2019
Ÿ Top Empowerment Job Creation – Finalist
2020
Ÿ ISG Asia Pacific Paragon Awards
Finalist – 2020 Excellence and Woman in
Technologies Categories
Ÿ ISG Paragon Excellence Award – 2020
Ÿ CCW EMEA Regional Winner: Best Public
Service Centre 2021
Ÿ Top Empowerment Job Creation – Finalist
2021
Ÿ Top Empowerment Customer
Focus – Finalist 2021
Awards and Accolades
18

understand the pain points in order to map out the right
process to create optimisation and efficiency, which speaks
into the CallForce proven formula for success.
Some of the solutions we have implemented include speech
analytics, AI-driven customer conversational analytics,
digital engagement solutions, interview and pre-
employment assessment tools, software to increase
contactability, an ATS system that digitally streamlines our
recruitment process, a CRM system to manage our
marketing and sales efforts as well as our very own video-
based digital communication and performance management
tools.
The digital transformation journey is continually evolving,
where our future success lies in listening more to the needs
of both our teams and clients in order to effectively
optimise and digitise contact centres of the future in a
meaningful, humanly connected way.
Considering the current pandemic, what initial
challenges did you face and how did you drive CallForce
to sustain operations while ensuring the safety of your
employees at the same time?
Under the leadership of Candice Roberts, our business
growth trajectory has built even further momentum despite
managing 3 Covid waves. CallForce has achieved 159%
gross profit growth between September 2020 and 2021,
having created hundreds of new jobs in South Africa.
We successfully navigated the COVID crisis and deployed
a 300-seater contact centre during level 5 lockdowns within
just 8 days to support our country in giving 300 families
much-needed income during the global crisis.
A 100% virtual agent training program was designed and
deployed to support this brand-new operation. Agility in
adapting, streamlining, and distributing the ever-evolving
process was key.
What would be your advice to budding entrepreneurs
who aspire to venture into the business outsourcing
services market?
Over the years of our entrepreneurial journey, we have
learnt the importance of celebrating success even in the face
of adversity such as the pandemic that has affected us all on
so many fronts.
Our advice is to keep challenging yourselves, your teams,
as well as your processes and their supporting technologies
because refinement comes from the incremental
improvements.
Identify your blind spots and take ownership of them –
growth is not always a comfortable process, but fortune
favours the brave.
Taking calculated risks needs courage, but you don't have to
do it alone, there is so much power in numbers.
Never underestimate the power of your network – that
includes your clients, mentors and teams. By collaborating
and staying connected to other business professionals it will
support you as you continually develop and refine your
strategy and don't forget to factor in agility, which will be
key in helping you innovate during times of unprecedented
change.
How do you envision scaling CallForce's operations and
offerings in 2022 and further?
We aim to continue the momentum of our excellent growth
trajectory as we extend the operations of our business into
the USA, UK and Australian markets.
Our continued investment in smart technology as a
fundamental enabler to digitise the customer journey and
empower our people with relevant insights and learnings to
support their career growth is critical as we continue to
optimise the customer experience.
We are excited about the digital community we are building
that supports both our hybrid office and work-from-home
teams. This is enhanced through Engage – our digital
communication platform, and Transform – our performance
enhancement tool which brings our highly effective
performance management methodology into the palms of
our teams' hands.
We are very proud of
being a wholly South African
owned company that is
self-funded, and 100% woman
owned.
19

Businesses run in a competitive environment. With
the digital revolution and technological
advancement, it has become more competitive.
Thus, Business Process Outsourcing (BPO) has come up as
a new revolution for companies of all sizes to counter the
challenges and for achieving great heights in their
respective industries.
Outsourcing business processes, Revamping the Future
Business Process Outsourcing (BPO) is used by many
companies throughout the world to outsource their various
business tasks. Whether you are a start-up, large
entrepreneur, or small-medium enterprise (SME),
expanding your business needs more than just budget and
workforce.
Today's business outsourcing can be a win-win situation for
your company and for your outsourcing partner, too;
however, it is necessary to understand what it's all about.
For outsourcing, you look for a third-party company to
perform the non-core functions of your business for a
signiﬁcant period. Oﬀshore outsourcing is generally
preferred when you send your work to an overseas country
where the cost is lesser.
Insand of
Business
20

This process requires to be done with the right
understanding so that you will find it highly beneficial for
your growing business.
Why is outsourcing required for companies?
It is used by companies for two types of tasks:
· Back-Office
· Front-office operations
- Accounting, quality assurance, human resources (HR),
information technology (IT) services, and payment
processing are examples of back-office tasks, sometimes
known as internal business functions.
- Marketing, customer service, and sales are examples of
front-office tasks.
Business process outsourcing industry worldwide
In 2019, the global market size of outsourced services was
estimated at 92.5 billion U.S. dollars, increasing
approximately seven billion U.S. dollars from the earlier
year. The returns of the global BPO industry amounted to
26 billion U.S. dollars in 2019.
How is it beneficial for the industry?
Its's benefits the industries in the following ways:
1. Cost-effective
The most significant advantage of outsourcing is cost
savings. But while outsourcing, how can you save money?
You see, you don't have to spend money on infrastructure,
technology, or employee benefits because BPO firms will
handle everything for you. Thus, outsourcing can save a
large portion of your investment.
2. Increases productivity and efficiency
Outsourcing boosts efficiency and production. To supply
specific-skilled services from internationally competitive
companies, you merely need the correct BPO provider. The
Philippines provides superior products to foreign
enterprises, with a literacy rate of 97.5 percent based on a
national census. As a result, it has been named the world's
top outsourcing location.
3. Easy to focus on core areas
For many years, China and India have been popular for
offshore outsourcing in manufacturing jobs. Today, with
access to the digital world and technological advancement,
outsourcing is not limited to manufacturing functions only.
Now BPO has developed as a highly strategic solution for
IT operations, business marketing, customer service jobs,
HR administration, and other operational functions.
4. Legal liabilities are decreased
Now legal liabilities are reduced in business outsourcing.
The reason behind this is that it is your BPO contractor who
takes charge of it. Your BPO partner completely shoulders
any legal risk that comes with outsourcing.
5. Higher efficiency
BPO companies are experts in different fields, and they are
performing at the top level. They also adopt best practices
and use the most recent technology. It easily results in
higher efficiency and greater productivity.
Conclusion
To summarize, it can be said that outsourcing business
processes will help in streamlining your processes. Not only
this, but also it will increase internal productivity, enhance
competitiveness, improve customer support, and much
more.
However, this requires a lot of planning, patience, adequate
foresight, and attention to detail. Implementing all these
will not only lead to successful outsourcing but also
improve the profitability of the business in the long run.
- Nidhi Vishwakarma
22

MattsenKumar
LLC A Globally Reliable Business Process
Outsourcing Partner
Mike Mattsen
Co-founder and CEO
Aarati Kumar
Co-founder and COO
24

Transparency with
integrity are hallmarks
of the MK approach to
service delivery and
to growth.
In recent times, the Business Process Outsourcing
(BPO) industry has emerged as the most effective cost-
saving alternative for organizations of all sizes. A vast
number of day-to-day office tasks can now be outsourced to
BPO companies. It has come to this stage that you can form
a company and deliver your intended products and services
without actually having an office space.
The BPO industry offers you accurate and high-quality
work submissions at a given deadline. The ever-expanding
eCommerce industry is using outsourcing services
increasingly to serve consumers better, faster, and
everywhere.
When it comes to outsourcing the work, one of the most
important factors considered is the reliability of the BPO
firm. Reliability comes from years of hard work in
delivering satisfactory results to the client organizations.
MattsenKumar LLC, founded in 2010, has a decade plus
experience in providing reliable, result-oriented BPO
services.
MattsenKumar is a privately held global BPO led by a team
that averages 20 years of international BPO outsourcing
leadership. Its founders, Mike Mattsen (Co-founder and
CEO) and Aarati Kumar (Co-founder and COO) have
worked together for 22 years, and this is their third global
outsourcing success story.
MK is a unique BPO company that focuses on meeting
specialized voice and back-office needs for well-known
global brands. Through its value-added data analytics, MK
ensures the highest ROI for its clients. The company
assures its clients that they get nothing but the best
solutions for high-value and quality BPO and process
consulting.
In an interview with Insights Success, MK's Mike and
Aarati discussed their BPO company's journey as well as its
specialized outsourcing services.
Please brief our audience about your company, its USPs,
and how it is currently positioned as a trusted
outsourcing partner.
MK was founded in 2010 and boasts a vast array of global
clients—many of whom have collaborated with the
company for ten-plus years. It is a full-service BPO with
multiple sites and several thousand employees. MK has
never sought to be the biggest but is proud that, with many
long-term clients who utilize several global BPOs, MK is
often ranked number one and almost always in the top
percentile for every client they serve.
MK is a full-service BPO, providing a wide array of voice,
text, email, and back-office support for clients throughout
the globe. MK is vastly experienced in eCommerce support,
including several years of varying online content creation
support for some of the globe's largest eCommerce
organizations.
We also founded the world's first dedicated third-party
quality company—and has completed well over 100 million
evaluations for many global brands. MK CX Support is also
vast and includes inbound and outbound customer care,
sales, issue resolution, and tech support, to name a few
specialties.
Please brief us about the featured person(s), their
journey in the industry and how they have contributed
to the company's success.
A differentiator within MK is that it is a team of many
talented people. It has one of the largest female supervisory
25

and management ratios throughout India. Over 90% of all
job opportunities are hired from within the organization.
And all employees have ongoing and direct access not only
to their immoderate chain of command and human
resources, but also to the CEO and COO of MK directly.
When we founded MK, we set out to create an organization
that has a culture of inclusion and active employee
participation. From establishing employee led committees
that 'drive' an agenda of inclusion for all, to ensuring
policies that empower and reward ideas and creativity, as
well as target achievement, these differentiators set MK
apart from the field.
Technological gains have significantly helped the BPO
industry add even more value, but it is always a
combination of technology and 'people power' that ensures
the maximum ROI for clients. MK has an Innovation and
Strategy team that focuses on collaborating with clients
(and prospects who become clients) to leverage technology
to become more efficient and raise the service delivery bar
and ROI higher.
This MK team has identified solutions that have included
creating software, leveraging off-the-shelf technologies to
improve ROI, and are always centered on ensuring the
lowest cost and highest value solutions for clients. Evolving
with technological gains isn't a 'want'—it's a must.
challenges did you face, and how did you drive your
company to sustain operations while ensuring the safety
of your employees at the same time?
As a result of the initial dark days of the pandemic, we went
from a 99% on-premises to initially a 100% off-premises
service delivery team. And since then, we have grown 33%
and maintained a mix of on and off-premises support that
delights a growing (eight new logos added in 2021)
quantity of global clients.
Our secret? Transparency with clients and all employees on
our challenges, solutions, and ideas. We lost only one client
Awards and Recognitions
Ÿ Good Firms – Top BPO Services Firm
2021
Ÿ The Manifest – Most recommended Call
Center Services Provider 2021 -
Ÿ Clutch award – Top Voice Services
Companies 2021
Ÿ Clutch award – Top Data Entry Companies
2020
Ÿ Clutch award – Top Financial Services
Voice/Call Centers 2019
26

created moving target client business objectives that
successfully outsourced must embrace and quickly adapt to.
If one cannot accept a 'no two days are alike' situation, they
probably do not belong in this industry.
How do you envision scaling your company's operations
and oﬀerings in 2021 and further?
MK grew by double digits from 2020 to 2021 and expects
in excess of 25% growth in 2022. We have no full-time
sales people and gain new clients primarily through word
of mouth and then do precisely what we say we will do.
Transparency with integrity are hallmarks of the MK
approach to service delivery and to growth.
as a direct result of the pandemic (their business initially
dropped 90%, and they released over ten BPO sub-
contractors) and added 12 new logos (four in 2020 and
eight in 2021).
We regularly hold town halls with the team to share current
happenings. The MK leadership and team continue to
follow pandemic protocols established early in the crisis to
ensure prompt, smart decisions that are client and
employee-centric.
services market?
Anyone wanting to get into the global outsourcing industry
must be nimble and ready to embrace an evolving service
delivery market. Some of this evolution came from the
pandemic, but just normal technological gains also
Words of Appreciation from the Clients
Your team is one of the reasons why our customer support has been
meeting its goals. We gave them challenging deadlines and still, they
were able to meet it with the needed quality on a demanding Go Live
date. Lastly and most importantly, from a client's perspective, they
have been easy to work with. As of the moment, MK is our top choice
and with your team's ability to deliver, MK would continue to be the
first choice. Congratulations!
- Client from an online gaming company
It has been excellent! We have had an inordinate number of new hires;
we added another site. This resulted in a lot of changes, many last
minutes. The team responded quickly to that and also BAU requests.
The team is very responsive to any and all requests. This is especially
true if I come up with something last minute and unplanned. They are
so accommodating.
- Client from a leading American daily newspaper
27

Leading with
Self-love
You are a leader irrelevant of your position, to take charge and
lead a fulfilled life, fall in love with your self – Meher
hat is Self-Love?
W
Self-love is a process of connecting to your inner being to
know yourself more, identifying self-limiting beliefs,
reprogramming your subconscious mind, letting go of
everything that doesn't serve you, and finally falling in love
with yourself. Being in love with yourself for who you are!
Only when you are in a loving relationship with yourself
can you reflect that love in other areas of your life.
In this article, I will share with you why is self-love is
important and how does it impact your personal life, you as
a leader, and your impact on the organization.
Why is it important?
Impact on your personal life
The relationship we have with ourselves determines the
quality of all relationships we hold.
Ÿ Self – You will accept and want to connect to yourself,
which will make you feel alive and soaring.
Ÿ Family – There will be compassion for parents and
extended family. Rather than judging them, you will be
able to allow them to experience their journey.
Ÿ Spouse/partner – When you start loving yourself and
stop expecting that love from your partner, you develop
a stronger bond of strength and unconditional
understanding.
Ÿ Children – You will be able to live in the NOW if you
are connected to yourself; you will be able to cherish the
moments.
Ÿ Friends – You will be grateful for your friends, and you
will be able to let go of the ones that are not aligned
with your values.
Ÿ Health – You will feel emotionally and mentally strong,
you will be able to set aside time to focus on exercise
and care for yourself.
Impact on you as a leader
Leadership is not about title or designation. It's about
impact, influence, and inspiration. – Robin Sharma
Ÿ Inspire - When you become that person you aspire to be,
you will be able to inspire other leaders and peers in
your organization.
Ÿ Leading by example - When you consistently work on
growing yourself, you drive your team to propel in the
same direction of greatness.
Ÿ Connect - As a leader, when you are in love with
yourself and connected to yourself, you will be able to
connect to your team at a deeper level which excludes
30

About the Author
An award-winning entrepreneur, author,
healer, and coach, Meher is the Director of
Manrre Logistics Fund and Managing
Director of Palmon Group. She is a maven
who balances her various roles with equal
ease and persistent hard work—whether it
is that of a business leader, decision-maker,
wife, daughter, or a devoted mother to her
twin daughters. An inherently empathetic
leader, she is a source of inspiration for her
core team of leaders and leads by
focusing on conscious leadership based
on her personal and her company's
values.
As one of the Forbes top Indian
leaders, Meher believes that culture
is the cornerstone of an organization,
and she is responsible for creating
and building a culture with a growth
mindset at Palmon and Manrre that
empowers leaders to be their best on
all fronts of their lives. Her leadership
principle is Success is something you
attract by the person you become. It is
your dedication to consistently grow
yourself that will yield you the life you
desire.
Her personal journey has brought about a
breakthrough and transformation in her,
which she shares in her ﬁrst book, 'Come
Alive.' Come Alive addresses the answer to
the question, 'Are you truly Alive'? Her book
uncovers that there is nothing missing in life
and that you are enough and limitless! It
helps you understand that you are
complete. It sheds light on the fact that the
relationship we have with ourselves is what
determines the quality of every other
relationship in our life.
Her journey concludes that the feeling of
something missing is nothing else but the
connection with ourselves. Through this
book, the author guides you to
know, nurture, appreciate, and fall in
love with yourself. Her ﬁve-phase
process will lead you to prioritize
yourself, love yourself, and ultimately
come alive. Being alive is being in love
with yourself for who you are. Her mission is
to evoke the transformation in you, so you
honor and celebrate yourself for who you
are!
31

empathy and compassion. Improves internal and
external communication
Ÿ Team Performance - When you are genuinely concerned
about your team member's growth at a human level, then
performance follows.
Impact on your organization
Customers will never love a company until the employees
love it first – Simon Sinek
Ÿ Profit – when you are driven by love rather than ego,
you will be able to maintain and retain relationships
with customers and suppliers.
Ÿ Intrinsic motivation – when your team is connected to
themselves, they will be intrinsically motivated.
Ÿ Customer engagement – when you value relationships
over transactions, you always win.
Ÿ Overall Alignment – conscious leadership will prevail as
alignment is key to a successful organization.
How to fall in love with yourself?
Now that you have read why self-love is important, I will
share how you can start connecting with yourself and
falling in love.
Can you imagine living with someone you don't know?
Imagine being with a companion you don't know and have
no inclination to do so. How would that feel? Walking life
with a stranger with no idea what's inside his/her mind,
heart, and soul.
There are many ways to know and connect to yourself;
below are the five most effective ways
1. Silence and Meditation: Meditation is a means to move
beyond your analytic mind, so you can access your
subconscious mind, and that's where you need to reach
to be a better version of yourself and influence change in
your life. When you sit in silence, you can reason out
your thoughts and feelings and dig deep to release them.
Most of the time, it happens on its own. Meditation
empowers you to become more you. It gets you in the
calm zone that you need to run a conscious day.
2. Journaling: Gratitude is the highest form of receivership;
when in gratitude, energy changes, and that's the energy
you need to attract more of what you are in gratitude for.
When you journal gratitude or forgiveness, it helps
reflections, provides an emotional outlet, helps reduce
stress. It puts you in an elevated state of being.
Journaling positive attributes about yourself love letter
to yourself also help start to reprogram beliefs as it is
received as affirmations in the subconscious mind.
3. Reading and Learning: When you commit yourself to
learning new information every single day, you
biologically wire that information to your cerebral
architecture. And this new information helps you view
life, circumstances, and feelings from a new perspective.
When you have a new perspective, you make informed
choices of your thoughts and actions. It also helps you
react better. The quality of our life, fulfillment, and
success is not dependent on our circumstances but how
we respond to them.—Miles Hilton Barber. Learning is
for the mind what air is for your body.
4. Exercise: Exercise stimulates the body to release
proteins and other chemicals that improve the structure
and function of your brain. Exercise helps maintain your
health, so you remain fit. It helps with mental fitness,
and you are able to focus on all the above things. It also
provides renewed and increased energy to manage our
day with more power. It increases your strength to deal
with all fronts of life with elevated energy.
5. Getting out of your comfort zone: A comfort zone is a
psychological state of mind in which things feel familiar
to a person, and they are at ease. When you step outside
your comfort zone, you will find out new things about
yourself that you didn't know; you will experience parts
of life that you haven't experienced before. Pushing
yourself outside your comfort zone to perform your best
every single day is what will bring you the life of
fulfillment that you desire.
Every day you must jump out of bed as a better version
of yourself, charged with the energy of being in love
with yourself and your life. If you are unable to feel this,
then make the shift now with the five ways mentioned
above. All you need is an additional sixty minutes a day
to shift your life. This will impact all areas of your life.
32

oday competition is increasing rapidly, so for the
Tsuccess of a business, it needs healthy and fit
employees. Employees' contribution is the key to
success for any organization. This is the reason that it has
been observed that in the recent past, among various
services, food services are one of the most outsourced
functions in the business community.
To offer effective and efficient food services to its staff, a
business needs to have the required equipment as well as
staff, which is not only expensive but also a difficult job in
most organizations.
Thus, to provide their employees with a nutritious and
healthy meal, businesses require to leave this work to
professionals. Here outsourcing becomes the most logical
thing to do. It offers high-quality food services and fulfills
the demands of the organization as a whole.
The benefits are very amazing for businesses because this
helps to improve effectiveness and efficiency. Even if the
business community outsources the food services functions,
it will be easy to focus on its core business activities.
Five major benefits:
Outsourcing has a lot of potential benefits for an
organization. Here we are discussing five common benefits;
just have a look.
· Enhance brand loyalty
An organization with highly trained customer support staff
who have years of experience will provide your customer
with excellent services so that they will keep coming back.
The professional services provided by an outsourcing
company will leave your customers feeling valued and
appreciated.
Outsourcing
in the
Community
· Hold company focus
The most significant benefit of outsourcing food services is
the ability to stay focused on the important tasks and
operations of the business. Focusing more on the required
task will ultimately increase the Return on Investment
(ROI).
· Satisfies compliance requirements
With lots of potential benefits outsourcing the food services
also fulfill the compliance requirements and provides
flexibility to professional representation.
· Financial savings
Outsourcing the food service will allow you to tap into the
manufacturer's cutting-edge technologies, top-quality
materials, and innovative marketing solutions. In this way,
it saves your money too.
· Improve operational efficiency and accountability
Because food manufacturers are industry experts and
trained professionals, their work helps to improve the
efficiency and accountability of operations. With dedication,
experience, and great knowledge, they focus on meeting all
applicable regulations.
Wrap-Up
In conclusion, food services are one of the most
significantly outsourced in the business community. It is
because of the need for the expertise required in the field
and also the need to cut costs and increase the entire
productivity.
Outsourcing not only helps in sharpening food service skills
but also improves the maximization of customer
relationships, which increases the organization's
profitability and growth.
- Nidhi Vishwakarma
35

With the digital progress that is happening all
around the globe, it has become necessary to
give resolutions to any problems that arise at
the earliest. Customer service is valuable for the company
to stay active in the market and respond appropriately to
any problems that customers might experience.
Keeping current customers happy will result in more
revenue and a good reputation. Nowadays, every company
that comes under daily needs and upgradable services
provides customer care service on call 24/7. Some
companies do it on their own and some outsource the
service to enhance productivity.
Telelink is a service provider to other companies that need
24/7 call answering solutions to improve their customer
service. Dedicated emergency response, journey
management, 24/7 front office support service, and inbound
call centre services are expertise of Telelink.
To stay in the market, just providing good services will
keep you stable, but by doing marketing and sales will
boost up to new achievements, Lucas Dower, the Director
of Marketing worked well with Telelink's sales team to
make the company reach new heights.
In a recent interview, we asked a few questions to the team
of Telelink, read the following QA to know more about
the organization and the featuring person.
Please brief our audience about your company, its USPs,
and how it is currently positioned as a trusted
outsourcing partner.
Telelink is a Canadian Response Centre that has been in
business for over 55 years. Telelink provides live call
answering services to keep our customers business lines
open 24/7, improve customer service, and ensure no calls
go unanswered. What we do, however, is almost as
important as what we don't do, which is outbound sales and
outbound calling. At Telelink, we train and hire for a
specific set of skills; customer-oriented thinkers, and
customer service specialists, not salespeople. Knowing
what we don't want to serve makes us better able to focus
on what we do want to be great at.
Telelink is the only ISO 9001:2015 certified call centre in
Canada and is known for its dedication to continuous
improvement and innovation. This certification ensures that
all of our processes are documented and refined
consistently.
Telelink serves a diverse range of clients including
municipalities, law firms, utilities, and property
management firms.
Our fastest growing, and one of our most popular offerings
is our 'Property Management Specialty' division. The
impact this division is making is truly incredible. Often
times, property management firms, or smaller property
managers will come to us overworked and overwhelmed.
Property Management is a demanding industry and
managers are often dealing with high on-call maintenance
costs and an inconsistent triage process, which further
frustrates tenants.
With Telelink's specialty property management division, the
customer feels like their properties are maintained and their
tenants have been heard. Our custom reports highlight the
24/7 Live Call Answering Service
36

key trends that enable preventative maintenance, and they
have a feeling of accomplishment after reducing overtime
costs. Ultimately, they are able to respond to tenants
quicker, make tenants happier, and even have a better work-
life balance themselves
Please brief us about the featured person(s), their
journey in the industry and how they have contributed
to the company's success.
Lucas has been with Telelink for nearly 3 years. With a
background in Digital Marketing Lucas helped propel
Telelink's lead generation strategy to new heights since he's
joined the team. Telelink's marketing strategy went from ad
hoc campaigns to implementing marketing strategies that
align with Telelink's corporate objectives.
Success in b2b marketing cannot be found without a great
sales team backing it up. Lucas works closely with
Telelink's amazing sales team who help buyers make
informed decisions and provide the marketing team with
real-time feedback on lead quality and messaging with their
target audiences.
One thing we know for sure: customers want to be served
when and where it is convenient for them – and they don't
want to wait.
One of the biggest reasons customers choose Telelink for
24/7 call coverage is because they know that if a potential
customer calls them and they are not open, the customer
will not wait until the following day; they will call a
competitor immediately.
It's critical to any customer retention and satisfaction
strategy that customers are able to reach you when they
want, and through the preferred channel. For some, that's a
phone call with a live person, for others it's email, and for
the younger generation it's often through social media.
challenges did you face and how did you drive your
company to sustain operations while ensuring the safety
of your employees at the same time?
Telelink quickly mobilized our entire workforce to become
a fully remote operation in March of 2020. Within 3 days
we had moved from our office of 80-100 people to a fully
remote operation. I can recall, at the time of the first wave
in the pandemic how some call centres were devastated by
the COVID-19 virus. The nature of the layout of call
At Telelink, we train and hire
for a specific set of skills;
customer-oriented thinkers,
and customer service
specialists, not sales people.
“
“
Lucas Dower
Director of Marke ng
Telelink
37

centres makes outbreaks a very real possibility, so we knew
that Telelink couldn't take those chances with our team.
We faced some of the same challenges as the rest of the
world, labour shortage, unpredictable cancellations, but also
unpredictable spikes in our call traffic as well. We've leaned
into a rural hiring strategy which has allowed us to hire
some of our best talent ever and found some truly amazing
people to add to our team. All told, we increased our
workforce by roughly 50% during the pandemic.
services market?
It's funny, the same advice a BPO firm would give to its
clients is probably the same advice they ought to follow.
That is, know what you do well, focus on it, and outsource
the other stuff!
If you're a graphic design BPO firm, don't worry about
being the best SEO firm too, just focus on your core
strengths. For Telelink, that meant focusing on providing
exceptional customer service and not worrying about
outbound contract opportunities.
How do you envision scaling your company's operations
and offerings in 2021 and further?
Telelink is scaling through acquisitions right now. In June
of 2021, we completed our first strategic acquisition with
the purchase of Big Sky Call Centers based in Calgary,
Alberta.
The addition of Big Sky gives us important boots on the
ground in western Canada, where many of our customers
are headquartered. As we keep our eyes open for the next
acquisition, we'll be looking for organizations that have a
similar culture to Telelink as well as a diverse customer
base.
38

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