Selecting the right BPO partner is critical for operational success. During evaluation, watch for five key red flags:

1. Lack of Transparency – Evading questions or vague answers about performance or pricing.

2. Poor Employee Retention Rates – High turnover impacting service quality.

3. Limited Scalability – Inability to grow with your business.

4. Weak Data Security Practices – Non-compliance with regulations or unclear cybersecurity protocols.

5. Misaligned Culture and Values – Resistance to aligning with your company’s standards.

Spotting these issues early can help avoid costly missteps and ensure your outsourcing partner enhances your business operations.

Outsourcing isn’t just about cost savings—it’s about giving your internal team the freedom to focus on growth. Learn how strategic outsourcing can improve skill development, recruitment, succession planning, and innovation in your organization.

Spotify Wrapped reminds us how much we love the classics while hinting at the thrill of discovering something new. For businesses, the same principle applies: are you sticking to familiar BPO partners and tech, or exploring fresh innovations? Learn how to balance comfort with growth and upgrade your contact center playlist.

Transform your customer care strategy with the “12 Days of Customer Care.” From scalable BPO partnerships to agent development and cutting-edge CCaaS technology, discover actionable tips to delight customers and empower your team.

Change is everywhere—in politics, work environments, and customer care operations. From integrating outsourced partners to upgrading CCaaS platforms or streamlining processes, transformation is never easy. Learn why change is so hard and how TrueNorth can help make it manageable.

Choosing the right outsourcing strategy can be a monumental task for businesses, especially when customer service is a pivotal part of the enterprise. From cost-effectiveness to cultural affinity, the Nearshore, Offshore, and Hybrid models each offer unique advantages and challenges. In our latest comprehensive article, we delve deep into these distinct approaches, comparing them in terms of scalability, technological infrastructure, and alignment with business goals. Moreover, we explore the complexities of mixing these models in a Hybrid approach, equipping you with insights to make an informed decision tailored to your organization's needs. If you're grappling with the intricacies of outsourced customer service, this article is your navigational compass.

Discover the transformative power of Quality Assurance platforms in elevating your call center's performance. Learn how these tools enhance efficiency, facilitate better coaching, and ensure compliance. Don't miss our latest article where we dive deep into case studies from industry leaders like NICE, Observe.AI, and Aspect.

From "Communication Breakdown" to "High Agent Turnover," our David Letterman-inspired Top 10 list shines a comedic light on the frustrations every call center leader knows all too well. Whether it's the maze of compliance challenges or the jigsaw puzzle of scheduling, this list captures the essence of call center woes with a dose of humor. Because sometimes, you've got to laugh to keep from crying.

Get ready for the coziest innovation in call centers: Pumpkin Spice Latte Flavored Agents! Spice up your recruitment, onboard with a hint of nutmeg, and foam—ahem, form—lasting customer connections. But seriously, beyond the froth, what your call center really needs is a blend of fair wages, supportive management, and realistic KPIs. TrueNorth Advisory Group can help you find that perfect blend. 🍂☕ #PumpkinSpice #CallCenterInnovation

Are pizza and cake the secret weapons for retaining call center agents? In our latest blog, we humorously explore how managers sometimes use these treats as motivational tools. But spoiler alert: While these goodies may offer short-term delight, nothing says 'We value you' like fair wages.

In today's business landscape, selective hiring is often viewed as a pathway to optimize workforce performance. However, it can also be fraught with legal pitfalls, from unintentional discrimination to the slippery slope of "cultural fit." TrueNorth Advisory Group's latest blog offers invaluable insights into navigating the complexities of selective hiring while adhering to legal guidelines. Learn how to standardize interview questions, the importance of diverse hiring panels, and why consultation with legal professionals is crucial for avoiding costly litigation. Trust us to guide you through compliant and effective hiring practices.

Ever wondered if Erlang plugins or a Workforce Manager are the right fit for your call center? In this blog, we weigh the pros and cons of both, likening them to DIY superheroes and seasoned pirate captains. Spoiler: The best solution may be a harmonious blend of both. Ready for trust falls?

Navigating the maze of modern contact centers is a complex affair, demanding a nuanced understanding of people and processes. TrueNorth Advisory Group shines a light on this landscape, employing a multi-phased approach to elevate your contact center's performance.

We begin with a meticulous baseline study, engaging key stakeholders to compile data on your current operations. This sets the stage for our expert team to zero in on specific roles, such as agents and supervisors, identifying areas ripe for efficiency improvements.

Armed with insights, we then formulate tailored strategies that include not only actionable steps and timelines but also potential partnerships with Business Process Outsourcing (BPO) entities for scalable solutions.

Trust TrueNorth Advisory Group to guide you through the intricacies of achieving operational excellence in your contact center, thereby enhancing both customer and agent experiences.

Does No Rules Rules work in the call center?