10/08/2026
"We're 50% cheaper." Sure. But you'll rehire that role three times.
Five things the BPO industry says, and what they actually mean:
"We're 50% cheaper" - True on the invoice. Then annual turnover runs 40 to 60%, each replacement costs $3–5K to re-hire and re-train, and the productivity ramp restarts. You paid less per hour and more per year.
"Dedicated team" - Dedicated to you and three other clients. Shared queues are the standard model, which is why nobody ever quite learns your systems.
"Trained professionals" - A welcome email, two videos, shadowing someone, and access granted. Ninety days later, that counts as trained.
"Scalable" - Yes. To chaos. Adding seats to a broken structure doesn't scale service, it scales the mess.
"Retention is hard" - Retention isn't hard. It's hard for them, because the model was never built to keep anyone.
That last one is the whole thing. Every other problem on this list is downstream of it.
If your people churn twice a year, no structure holds, no institutional knowledge builds, and every escalation starts from zero. Fix retention and the rest stops being a problem. Skip it and nothing else you do matters.
The model matters. So does who stays on your account.
Which of these have you been told? Let's talk - https://ladmins.com/contact