The Rise of Global Business Process Outsourcing Companies 2022 Volume 1 November 2021

ARDEM
Cutting-Edge Solutions for Seamless
Business Automation
Outsourcing Companies
THE RISE OF
GL BAL
2022
BUSINESS
PROCESS
The Right Questions
Inuence of AI on
the BPO market
Will AI take over?
TechTimeline
Tracing the evolution
of the outsourcing
industry
Arun Malhotra
Founder and President
VOL: 11
Issue: 02
2022

POs have gone on to become a $120 billion
Bindustry from a mere $7 billion industry in
2006. This rapid growth in the BPO market is
the result of more and more organizations realizing
the importance and advantages of the services that the
BPO companies provide.
Looking past the initial resistance and reluctance to
adopt the services offered by the industry, companies
are now leveraging the cost-effective, flexible, and
agile offerings of the BPO market in full swing. The
global scenario of business process outsourcing today
is very promising and holds a lot of potential to grow
further in the future as well.
Outsourcing some of the essential but not core
business processes in the organization helps owners
save a lot of overhead costs and it is the prime reason
why companies today are looking to adopt these
services. Another reason why BPOs are preferred
more today is that these organizations have the edge
when it comes to the availability of experienced
professionals. Recruiting new employees in the
organizations and training them is a lot of hassle and
BPOs take this load completely off of the hands of
organizations that are looking for quick solutions.
Further, companies are able to shift their focus on to
the core operations in the business with BPOs taking
Strengthening Business
Processes Through Efficient
Operational Solutions

care of the backend, frontend, and other operations in the
organization. An essential service that helps build the
goodwill of the company is customer service and oftentimes
businesses are not able to give a lot of attention to this
important aspect of their business and this is where BPOs
come in the picture. With the help of experienced staff,
BPOs are able to solve customer queries and ensure a
smooth customer experience which is a huge factor that
helps with customer retention.
Some of the major business domains that are benefiting
from these excellent services provided by the BPO
companies today are IT/ITES, financial services, healthcare
services, call center services, e-commerce websites, travel
industry, retail services, educational institutions,
manufacturing and telecom sector. BPOs help these
domains by offering services like software development,
helpdesk services, infrastructure management services,
bookkeeping, payroll processing, telemarketing, technical
support services, refund services, complaint processing,
service information, and numerous other operations in a
business that call for attention.
To recognize and honor the comprehensive services
provided by these organizations, Insights Success has come
up with its all-new edition 'The Rise of Global Business
Process Outsourcing Companies 2022'.
This particular edition features some of the top global
companies that are transforming the way business processes
used to be carried out before the rise of BPOs. You will also
come across articles that will enlighten you on the current
trends and scenarios of the industry.
Have an insightful read!
- Trishika Rokade

Article
30
16
24
34
20
TECHTIMELINE THE RIGHT QUESTIONS
Inﬂuence of Ar ﬁcial Intelligence
(AI) on the BPO market: Will AI
Take Over the Human Work?
Tracing the Evolu on of the
Outsourcing Industry
CallForce Outsourcing Specialists
Customized and Innova ve Outsourcing Provider
Opus Growth Partners
Empowering Businesses to A ain Excellence
Salelytics, LLC
Driving Revenue with Advanced Technology and
Con nuous Innova on

Why Happy Customers Matter – The
story behind Business Process
Outsourcing Success at ARDEM
ARDEM
Incorporated
08
Cover
Story

sales@insightssuccess.com
February, 2022
Circulation Manager Tanaji
Research Analyst Eric Smith
Editor-in-Chief Pooja Bansal
Anish Miller
Senior Editor
Kelly, David
Business Development Executives
Managing Editor
Sherin Rodricks
Business Development Manager
Trishika Rokade
Art & Design Head
Art & Design Assistant
Visualiser David King
Co-designer
Rohil Shinganapurkar
Mrunalinee Deshmukh
Marketing Manager Joseph D'souza
Technical Consultants Pratiksha, Aditya, David
Technical Head Jacob Smile
Assistant Technical Head
SME-SMO Executives Gemson
Digital Marketing Manager Alina Sege
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Sales Executives Mark, Alice
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Featuring Brief
Company Name
Robert Head
VP Business
Development
Emerhub
emerhub.com
Opus Growth Partners
centralhubspot.com
Ardem Incorporated
ardem.com
CallForce
callforce.co.za
Atento
atento.com
ARDEM is a Business Process Outsourcing and Business Process
Automation service provider. The organization helps established
companies improve their operational eﬃciencies and reduce their
overhead costs.
Atento is a leader in Latin America, serving the largest
companies in their sector such as: Telecommunications,
Banking/Financial Services, Healthcare, Retail, Governmental,
and Born-digital Services among others.
CallForce delivers innovative, customised contact centre
solutions from South Africa to the global market.
Emerhub provides market entry services such as company
registration and remote hiring to foreign companies expanding
in Indonesia, Vietnam, the Philippines and Pakistan.
Opus Growth Partners is a sales specialization and direct
response marketing company. The company's primarily focused
on the top end of the market, with clients across technology,
professional services, and eCommerce.
Arun Malhotra
Candice Roberts
CEO
Marlissa Dessy
Co-founder, Partner
Hugo Stride
CEO
Fernando Pigatti
CEO
Salelytics
salelytics.com
Straive
straive.com
RSM International
Association
rsm.global
Pigatti
pigatti.com.br
Pigatti is the right partner for the management of your
company. With more than 60 years of experience, Pigatti works
with transparency and responsibility so that your business is
leveraged towards success.
RSM is a powerful network of audit, tax and consulting experts
with oﬃces all over the world.
Salelytics is one of the nation’s leading providers of Inside
Sales, Account Management & Inbound Support services.
Straive (earlier known as SPi Global) is a market leading
content technology enterprise that provides data services,
subject matter expertise (SME) and technology solutions to
multiple domains such as research content, e-Learning/EdTech
and data/information providers.
Warren Keogh
Director Management
Consulting
Matt Gargo
Vice President
Mark Obrien
VP of Sales
Visiongain
visiongain.com
Visiongain publishes independent and insightful market reports
produced by experienced analysts.
Spencer Glover
Director

Why Happy Customers Matter –
The story behind Business Process Outsourcing
Success at ARDEM
We are able to help our clients across
the complete human-technology
spectrum, from assignments that are
human-effort intensive to assignments
that are technology-intensive.
The Rise of Global Business Process Outsourcing Companies 2022

Arun Malhotra

Backend processes are essential to any business or
corporation. Typically, these operational processes
are effort intensive, time-consuming, and expensive
to implement and manage. However, these processes are
critical for every business and need to be implemented
successfully.
Established companies need to continuously improve their
operations by focusing on efficiency and cost reductions to
succeed in a highly competitive market. It is imperative that
the back-office business processes are efficient. They need
to support and help the businesses improve their
performance and overall results.
In this interview, Arun Malhotra, ARDEM’s Founder and
President, shares the story behind his company’s success
We spend a lot of time
understanding the needs of
our clients, this helps us
configure the best solution
for them.
Cover Story

existence. Our second objective is to produce the highest
quality of work. Our relentless pursuit of quality has
allowed us to continue to expand and grow our new
customer base.
We strive continuously to provide value to our clients. We
spend a lot of time understanding our client’s needs and this
helps us to configure the best solution for them. Not only do
we provide the best solutions that meet our client’s needs
today, but we also build in continuous improvements for
our future clients.
I am very proud of each ARDEM team member. They
recognize that our paychecks come from our customers.
Each of them works towards achieving the highest customer
satisfaction in everything they do. This has been the single
biggest driver behind our customers trusting us. Trusting
that we will help them succeed. Trusting that we will
always meet and exceed their expectations.
Our beliefs, our culture, and the way we work is also our
differentiator. We all believe that people are inherently good
and have the ability to solve complex problems. We are all
capable of delivering truly exceptional results and creating
innovative solutions for our clients. Our focus is to provide
exceptional and hassle-free service so that our clients can
focus on core issues which impact their businesses.
ARDEM’s objective is to grow and to create new jobs that
benefit many.
I am proud to share here that recently ARDEM was ranked
among the Top 30 BPO outsourcing companies in the USA
by outsourceaccelerator.com. With our excellent team and
the continued recognition by our customers, I am confident
that we are well positioned for future growth at ARDEM.
Shed some light on ARDEM’s offerings and how they
impact the industry and your clients?
Wherever there is a need for information to be collected,
processed, and managed, we are able to help our clients.
This can be any typical back-office transaction tasks related
to Finance and Accounting, Human Resources, Supply
Chain, Logistics, Procurement, etc. Or in tasks that require
Data Analysis, Data Research, Business Intelligence, and
Data Analytics.
I am amazed by the number of different opportunities our
clients bring to us and how ARDEM creates solutions for
them. It seems like one day, we are working on an
outsourced accounting task, then the next day, we are
gathering Business Intelligence for a new client across all
and the services they offer. They are helping companies
across every domain to achieve their goals.
Please brief our audience about ARDEM, its USPs, and
how it is currently positioned as a trusted Business
Automation and Business Process Outsourcing partner.
ARDEM is a Business Process Outsourcing and Business
Process Automation service provider. We help established
companies improve their operational efficiencies and reduce
their overhead costs. Our headquarters is in New Jersey,
and our global data centers are in India and South America.
I would say our differentiator has been our firm conviction
in pursuing two objectives. One, we aim for very high
customer satisfaction, and this can be seen in our high
customer retention rate. A few of our customers have been
with us for more than 15 years in our two-decade of

their retail outlets. I find all this so fascinating. I am also
amazed by the complexity of our client needs that we can
resolve with our services.
Our ability to stay nimble, to quickly pivot, and to create
new innovative solutions that meet our client’s needs has
helped us to grow. Not only do we develop solutions, but
also execute them successfully. This is a great benefit to our
clients.
At ARDEM, we focus on having the best and top qualified
people and building robust processes using the most
innovative technologies. This focus has helped us exceed
our clients' expectations on every assignment.
We work primarily with small to mid-sized businesses. We
also provide our services to the federal, state, and local
governments. I am very excited about our recent cloud
collaboration platform that we designed for one of the state
governments. We implemented a platform with their health
department to collect, process, and manage COVID data.
We can help our clients across the complete human-
technology spectrum. From assignments that are human-
effort intensive to assignments that are technology-
intensive. However, we are constantly challenging
ourselves to automate and introduce technology. This has
produced a higher quality result and/or a shorter cycle time
for our clients.
Yes, we have both people and robots performing back-office
processing. Sometimes, people are the best choice to
perform certain tasks and other tasks are better performed
using robots with Machine Learning and Artificial
Intelligence. As an engineer myself, I always get excited
when we bring in new technology to create a better solution
for our clients.
Since we can help our clients become more efficient and
reduce their costs, we have been able to expand our
clientele in every industry. Accounting, Energy, Banking,
Insurance, Manufacturing, Retail, Healthcare, Life
Sciences, and many others. Every business in every
industry wants and needs to become more efficient and
control their costs. We can help them succeed.
Arun, please brief us about your journey in the industry
and how you have contributed to ARDEM’s success.
Prior to my “ARDEM life”, I had worked for over 20 years
in the corporate world with a Fortune 500 company. I
possessed all the passion of an entrepreneur and the
willingness of an immigrant to put in the 18-hour workdays
to launch ARDEM.
Both the internet and outsourcing of services were
relatively new when I started ARDEM. However, I saw an
opportunity to make work processes more efficient and to
help my clients not only to reduce costs but also meet their
compliance and regulatory needs. This has been a
differentiating factor for ARDEM.
Starting in my office at home (sorry, not the garage), I
initially targeted the government sector, where prior
relationships did not seem so critical. Success in this sector
helped give us the traction we needed. We kept winning
long term government contracts which provided us a stable
cash flow and the ability to increase market presence.
In the early years, each new order helped us win the next
Cover Story

one. Our customers did all the selling for us because of their
excellent references. Now, I am proud to say that we have a
long list of happy and satisfied customers who are still
helping us grow today.
Being an experienced leader, share your opinion on the
impact of modern technologies such as AI and Machine
Learning's adoption on the business outsourcing space
and what more could be expected in the future?
I think all the conversations and particularly the angst about
Machine Learning and Artificial Intelligence is like the
early days of Outsourcing. Like it was for Business Process
Outsourcing, these technologies are already here and, here
to stay. They will continue to grow and, in most cases, these
technologies will benefit all of us. I am a believer in human
beings, our adaptability and in our creativity.
Artificial Intelligence, Machine
Learning, Robotic Process
Automation, and other technologies
will continue to be applied in the
business outsourcing space.
Artificial Intelligence, Machine Learning, Robotic Process
Automation, and other technologies will continue to be
applied in the business outsourcing space. We see in our
own work for different clients that we can deliver higher
quality and shorter processing cycle times where we have

applied automation technologies. We apply an Automation
Gate check on all our client assignments. This helps us to
define what process steps need to be automated in the
workflow. The result is always a better solution to our
clients.
Considering the current pandemic, what initial
challenges did you face, and how did you drive ARDEM
to sustain operations while ensuring the safety of your
employees at the same time?
Honestly, I was amazed by how quickly my team pivoted at
the onset of COVID. We, like many companies in the
technology space, were working from physical offices
before COVID. Within less than a week after our decision
to work remote, we were all working from our homes. We
did not skip a beat. All our deliverables to our customers
stayed on schedule and all commitments were kept as
promised.
The decision to go remote immediately was driven by our
belief that this pandemic situation was likely to be long-
term. My thinking back in March of 2020, was this could
last 18 months. Little did I know that we would still be
working remotely today. We are planning to continue
working remotely and we have no definite date to return to
our offices. I do not see how we could bring back the team
to our offices without considering their safety and health.
The COVID pandemic led to a significant jump in our
business over the last eighteen months. We had new clients
that came over to us because their current outsourcing
partners were facing insurmountable challenges and were
not able to adapt quickly enough. We had the technology,
the infrastructure, and the bandwidth with excellent and
qualified team members that allowed us to onboard many
new clients over this period.
What would be your advice to budding entrepreneurs
who aspire to venture into the business outsourcing
services market?
Entrepreneurs in any domain are a different breed. You need
to be passionate about what you are doing. You need to be
absolutely driven by your conviction that you can succeed.
And you need to be willing to work like crazy. It is not a
job but a passion.
It is always helpful if you can contribute something new. It
could be a new approach, a creative new idea, or it could be
a new technology. If you don’t, there is the risk that you
will be grouped as ‘just another’ BPO.
Once you have customers, you want to keep them happy
and always provide them a high-quality service. Help them
solve their problems. Be responsive to their needs. Once
you have people, treat them well, respect them, and help
them succeed. Help them understand and adopt the values
and beliefs that you hold dear.
How do you envision scaling ARDEM’s operations and
offerings in 2022 and further?
We expect to continue our year-over-year growth rate, of
around 30%. We will continue to enlarge our team size
primarily in India and in South America. We have been
seeing tremendous growth in our Finance and Accounting
Services, Energy, Business Intelligence, and Data Analytics.
We expect to stay in our Remote working model through
2022. We also expect to grow our services as a solution via
our cloud platforms. We plan to continue providing our
clients with Smart Business solutions that use the
intersection of People for Innovation, Robust Processes for
Workflow Improvement, and Technology for Collaborative
Success.

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, read the answers below to
know more about them.
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
500 000 career opportunities for the youth of South Africa
while contributing to the growth of the South African GBS
sector by 2030.
www.insightssuccess.com
February 2022
16

The 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
The CEO
February 2022
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.
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
February 2022
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.
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.
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.
February 2022
19

INFLUENCE of
ARTIFICIAL Intelligence
Progress of Artificial Intelligence is always an argumentative
topic among humans across magazines, newspapers, tv
channels, and online media. How much will it affect human
work? Is AI going to replace humans? How will humans survive if AI
takes over the market?
Artificial Intelligence (AI) has given the world so much creativity and
invention that it's impossible to forecast what will happen next. The
transformation has reached the level where human work depends upon
technology and AI.
While it is currently accelerating at a rapid rate, it also plays a
significant part in the BPO market. We have assembled data focused on
artificial intelligence (AI) systems' proper functionality in business
process outsourcing, citing the magnifying functions of AI systems
(BPO).
When the BPO industry first emerged as a new line of business 15 years
ago, it was seen as a danger, and people feared job losses. Some see it
February 2022
20

(AI)on the BPO
MARKET:
Will AI Take Over the Human Work?
as a threat, while others see it as an opportunity for BPOs to
provide support services such as developing algorithms for
the sector.
Before getting to know the answers to the questions above,
let's just know about Artificial Intelligence (AI) first.
What is Artificial Intelligence (AI)?
Artificial Intelligence (AI) is the ability of a computer,
BOT, or Robot to think and function like a human person.
It's a branch of computer science that arose from many
studies and studies of how the human brain works.
AI is the next stage in a science that is constantly evolving
and expanding. Although AI applications are now being
developed for specific industries, their scope is vast and will
eventually extend to all economic sectors.
Companies may transform their processes, make
adjustments, and achieve their long-term goals by using
artificial intelligence to train computer programs that can
access data and learn from it.
How does AI work and its impact on the BPO sector?
Many businesses have begun to incorporate artificial
intelligence into their operations. Many BPO firms, on the
other hand, have yet to put it to good use. While several
have begun to incorporate machine learning into their
services and apply AI talents to customer-facing business
operations, others are investigating the benefits of artificial
intelligence in their BPO projects.
The call center is probably the area where AI has had the
most impact. Many customers have already interacted
effectively with AI, from automatic payment processes to
live chatbots. Machine learning, as part of AI, offers the
tantalizing prospect of detecting security breaches and other
customer issues more quickly.
February 2022
21

AI is using modern document scanning and data capture
technology. Thousands of documents and incoming mail
will be processed. Digitizing your mail and document
processing can save you a lot of time, reduce the risk of
error, and make dealing with enormous volumes of claims,
invoices, applications, medical records, and other
documents much more manageable.
Human Workforce vs. AI
According to Glance, 78 percent of customers did not make
a purchase choice due to poor customer experience. Call
centers or BPOs are using modern artificial intelligence and
machine learning methods to solve this challenge.
Customer's likes and dislikes, retention rate, potential
churn, and enthusiasm to buy your product or service can
all be gleaned from call centers.
Furthermore, the use of AI or machine learning provides
solid advice on how to engage with clients depending on
their preferences. Speech recognition powered by artificial
intelligence opens new possibilities in the realm of
interactive voice response (IVR).
Virtual assistant and Chabot-based solutions have grown
quite popular since they give clients a quick and automatic
generated response to their needs. Consider AI
developments such as voice search on client devices right
now.
Similarly, automatic systems based on machine learning
and artificial intelligence can be put together to help BPO
centers improve customer service by quickly responding to
them and then providing relevant suggestions or answers to
clients in need without the direct involvement of a physical
call center agent.
Understanding the context may be challenging for chatbots
to reply to cues more effectively, but recent improvements
in machine learning have had a significant impact on this by
enhancing natural language processing.
IVR systems used to be more of a source of aggravation
than assistance, and many customers tried to avoid this
stage by continually pushing "speak to an agent." These
factors have undoubtedly made BPOs' jobs easier and
enabled them to provide excellent customer care. Other
than that, it has become a threat to human work in the
outsourcing industry.
Artificial intelligence has played a crucial part in propelling
the BPO business forward, and it will continue to do so in
the future.
Conclusion
When you work with a dependable BPO partner, you may
invest in the proper technologies to expand your
organization on a broader scale. While machine learning
can help your organization, it's vital to remember that
artificial intelligence and machine learning can't manage
everything.
AI's technical advancements will not eliminate jobs;
instead, they will provide new opportunities and boost
worker abilities. A reputable BPO company understands
how to combine modern AI technologies with a skilled
individual.
- Rahul Thakar
February 2022
22

Hugo Stride
CEO
February 2022
24

Opus Growth
Partners
Empowering Businesses to A ain Excellence
unning a business successfully is a challenging
Rtask. Many businessmen, especially those just
starting out, face several difficulties in their
journey. Having less knowledge about the market, a lack of
advanced technology, or skilled personnel can increase the
risk of failure. This is where outsourcing comes into the
equation.
Outsourcing provides great assistance to businesses with
low cost and high efficiency. Hence, most companies tend
to opt outsourcing as a go-to option for the smooth
execution of certain processes. On that note, one leading
name in the outsourcing industry is Opus Growth
Partners, which assists businesses to harness growth and
increase revenues.
In an interview with Insights Success, Hugo Stride, the
CEO of Opus Growth Partners sheds light on the
company's journey, its unique solutions, and the importance
of outsourcing. Below are the highlights of the interview:
Please brief our audience about Opus Growth Partners,
its USPs, and how it is currently positioned as a trusted
outsourcing partner.
Opus Growth Partners is a sales specialization and direct
response marketing company. We are primarily focused on
the top end of the market, with clients across technology,
professional services, and eCommerce. We work with
entrepreneur owned businesses to drive sales growth and
optimize customer retention. We have a five-star rating on
Clutch and are highly rated internationally.
Shed some light on your company's offerings and how
they impact the industry and your clients?
Opus offer a range of sales focused services – emphasizing
specialization within teams. We provide our clients with
both inside and outside sales support, data enrichment,
aftersales customer care, and ad buying services. All of
these roles are performed by specialists. Unlike many
traditional sales teams, where sales representatives may
have to source data, prospect, and manage some or all of
the deal cycle, including after the point of sale, our teams
are totally built out to optimize the activities of each
individual component.
We work with entrepreneur
owned businesses to drive
sales growth and op mize
customer reten on.
,
,
,
,
February 2022
25

The impact for our clients is measured in ROI for a
business like ours. Because of the projects we tend to work
on, which include fundraising, it is typical for customers to
see anything from 10-100X from an engagement with us.
Hugo, please brief us about yourself, your journey in the
industry and how you have contributed to Opus Growth
Partners' success.
My own background combines time in a diplomatic role
overseas with the British Government, with more than a
decade now spent as an entrepreneur. Originally a lawyer
by training, my first brush with outsourcing was as the
founder of a technology company, manufacturing sensors
and software for customers like Toyota (Europe), The UK
Government, and The Olympics.
I had a number of unsatisfactory experiences with trying to
outsource everything from development to sales and
marketing. It was a major pain point as a sole founder when
it came time to scale. While I was in Ukraine with the UK
Foreign and Commonwealth Office, I was struck by the
quality of education and level of English.
I saw the opportunity to solve a problem that had plagued
me years earlier and provide a high-quality outsourced
service within a European country. I do some contract work
as a sales and marketing consultant for leading private
equity firms, and technology companies, and the chance to
match talent to the kinds of systems I had been building for
clients, was one I couldn't pass up.
One of the key areas where vast improvements have been
made in recent years is in process automation. It has
transformed the scope of what is possible in terms of
performance. There has been a great deal of debate at the
political level in recent years about the Rise of the
Machines, and automation taking away jobs.
However, a closer look shows that across domains – and
nowhere is this truer than outsourcing – what automation
has really done is to liberate workers from monotony. There
is plenty more to be done there, but automation allows our
team to double their output on their highest impact tasks –
automating downstream activities and removing much of
the dullness from the working day.
This has two key advantages for a business like ours. First,
we are able to deliver more than twice the results for our
customers for the same price than would have been possible
even two years ago. Second, our team retention in a
February 2022
26

typically high churn industry is excellent, allowing
previously mundane work to become significantly more
stimulating.
challenges did you face and how did you drive Opus
Growth Partners to sustain operations while ensuring
the safety of your employees at the same time?
The pandemic was a blessing for us, as a startup. It forced
us to prioritize a 'remote-first' business model and optimize
our processes and systems to run under those conditions.
That has been instrumental in how we've managed to
consistently deliver industry beating results for our
customers. We were able to put the right systems in place
from the start, choosing software that maximized outcomes
for clients and employees, without having to fit into pre-
defined legacy workflows.
services market?
Spend some time working for one first. These types of
businesses are operations heavy, and less forgiving of
startup culture than many other types of company. It is
important to do your learning at someone else's expense,
then take those lessons and build something better yourself.
It is a good first business to start in many respects, because
the time to cash flow positivity is relatively short. Unless
you have deep pockets, or ready access to significant capital
that initial sprint to profitability can be painful in non-
service businesses.
How do you envision scaling Opus Growth Partners'
operations and offerings in 2022 and further?
We have two primary strategies for the next twelve months:
The first is to consolidate operationally – prioritizing not
just customer retention, but growth from within those
existing accounts. We've seen significant internal growth
already, but we have clear ideas on how operational
improvement can deliver ever greater performance for
clients.
The second is to test and introduce new channels for
acquiring customers. We have relied heavily on our own
sales model for growth - putting our money where our
mouth is. This has been very successful for us. Recently, we
have started to work more with organic channels, as well as
experimenting with various forms of paid acquisition. We
have identified several avenues that are proving profitable
and will be scaling those out over the coming months.
February 2022
27

Tracing
the
the
Evolution of
Outsourcing
Industry
February 2022
30

O
utsourcing is a strategy in which a business
engages a third party to fulfill certain tasks that
were originally performed in-house by the
company's own employees. To give a gist of how large the
outsourcing industry is - around 300,000 jobs are
outsourced by the US annually.
The concept of outsourcing never evolved overnight.
Companies have struggled to use their competitive
advantage to expand their markets and revenues since the
industrial revolution.
The main goal of outsourcing is to save money and time.
And by outsourcing, a company can share risks with
another one.
A Look into the History of Outsourcing
Outsourcing has been practiced as early as the 1700s.
Between the 15th and 21st centuries, as travel routes grew,
more countries began to outsource commerce to others,
eventually leading to outsourcing to India and other
countries.
The custom of outsourcing also existed in the 1970s. It was
widely adopted in the 1980s for businesses to lower their
internal costs. Outsourcing was not formally recognized as
a strategy for business until 1989. However, most
organizations were not entirely independent, and they
outsourced the functions for which they had no expertise
internally.
Evolution of Business Process Outsourcing
Leading BPO firms had reached a point of significant
business maturity by the mid-2000s. As a result, they began
Tech Timeline
February 2022
31

to ponder how they could accomplish more, as any growth-
oriented industry would. And by the late 2000s, BPO
service providers were able to grow newer skills that added
complexity to their portfolios.
Today, the BPO service providers fulfill all kinds of tasks
that are needed by their client companies. The global
outsourcing market was worth $92.5 billion in 2019.
Most providers offer core business services like IT services,
payment processing, quality assurance, etc.
Every business needs IT services to function. If they don't
have an internal dedicated team, the work is outsourced.
The most common motive for outsourcing (70%) is to save
money. Today, BPO service providers undertake work like
cybersecurity, digital marketing, cloud computing services,
etc.
Today's Outsourcing Powerhouses
Outsourcing to India has a long and intriguing history. Even
after more than a decade of fierce global outsourcing
competition, India continues to dominate. It's taken a long
time to get to this point in outsourcing.
India has one of the top BPO providers in the world. Some
of those companies are Wipro, Tata Consultancy Services,
and Infosys. India's BPO industry is responsible for 56
percent of global business process outsourcing. Contact
centers account for 70% of India's BPO industry's income,
data entry accounts for 20%, and information technology-
related work accounts for 10%.
Analysts predict India will continue to be a key outsourcing
destination, with annual GDP growth of 8–10 percent
expected over the next decade. Furthermore, outsourcing to
India is promoted as a viable solution to worries about
Chinese government policies and labor challenges, such as
rising costs and shortages.
The BPO industry in China is growing fast, and it is
catching up with India. BPO service companies have set up
and developed operations in China, particularly to serve
customers in the domestic and East Asian markets.
Geographic and political reasons have fueled the rise of
China's outsourcing services business. Over the last five
years, the outsourcing services market has expanded by
43%.
Chinese outsourcing companies now work with businesses
all around the world. Microsoft Corp., Hewlett-Packard
Co., and Oracle Corp. are among the companies that have
secured long-term contracts with blue-chip customers.
The Future of BPOs
With the advancements in technology, the BPO industry is
modifying itself. With globalization and digitalization,
expectations are growing as well. The BPO industry is
growing at a staggering pace.
Currently, the BPOs are working on a transactional basis.
Businesses outsource their tasks to BPOs. The BPOs
complete the task for a fee. But with increasing
competition, expectations of businesses will increase.
BPOs will be focusing on quality rather than quantity as
there is no limit to outsourcing providers currently. India is
the top BPO service provider in the world, and it will keep
growing its reach. Countries like Malaysia, The
Phillippines, etc., will show significant growth in the
coming years because of reasons like low costs and
increasing skills.
India is the leading country in the outsourcing industry as
the skilled talent is increasing abruptly. Hiring a software
engineer in India would cost about $600 per month,
whereas hiring a software engineer in New York would cost
at least $8000 per month, depending on the years of
experience the person holds.
Conclusion
To improve outsourcing, more than 93 percent of
companies are contemplating or have already implemented
cloud services. A growth in BPO service providers will
occur faster than ever. Especially after the pandemic,
digitalization has grown hence increasing workload and
projects.
February 2022
32
- Sonali Dhiwar

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.
February 2022
34

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
February 2022
35

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.
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.
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.
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.
February 2022
36

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.
February 2022
37

kimberly Khoury
Paving her Way in Sustainability Development
&
&
The
20
BUSINESSWOMEN
to Watch, 2020
Most

The Rise of Global Business Process Outsourcing Companies 2022 Volume 1 November 2021

The Rise of Global Business Process Outsourcing Companies 2022 Volume 1 November 2021

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