BPM Advice

BPM Advice We are an advisory service for businesses who are either considering outsourcing or have already outsourced part or all of their business.

Which City In South Africa Is Best For International Outsourcing? This is a question I think I get asked at least once a...
06/10/2020

Which City In South Africa Is Best For International Outsourcing?

This is a question I think I get asked at least once a week and it's an evolving picture, the answer I would give today is quite different than it was three years ago, entirely different from five years ago and unrecognisable to when I brought my first contact centre to Cape Town almost ten years ago.



This is a question I think I get asked at least once a week and it's an evolving picture, the answer I would give today is quite different than it was three years ago, entirely different from five years ago and unrecognisable to when I brought my first contact centre to Cape Town almost ten years ag...

Richard Branson said “If you take care of your employees, they will take care of your clients.” If you outsource your bu...
12/08/2020

Richard Branson said “If you take care of your employees, they will take care of your clients.”

If you outsource your business you are not only outsourcing your business and your clients, you are also outsourcing your workforce.

When looking for an outsourcing partner, there are many aspects to consider. We ensure all the boxes have been ticked, all the performance metrics are agreed to ensure that your business and clients are going to receive the best service possible.



Richard Branson said “If you take care of your employees, they will take care of your clients.” If you outsource your business you are not only outsourcing your business and your clients, you are also outsourcing your workforce. When looking for an outsourcing partner, there are many aspects to ...

When we look for that perfect wine to accompany our meal, we look for one that will accentuate the flavours of the food,...
27/07/2020

When we look for that perfect wine to accompany our meal, we look for one that will accentuate the flavours of the food, to match the flavour intensity of the wine to the dish being served.

So basically, they must go together, the same can be said about your outsourcing partner.



In the same way we look for just the right wine or our perfect partner we should be looking for our outsourcing partner. The right pairing has the ability to propel your business forward, therefore, the time spent on selecting the right business partner is time spent well considering you will be wal...

In this weeks Blog we unpack some of the hidden costs associated with Attrition in your BPO Centre
08/07/2020

In this weeks Blog we unpack some of the hidden costs associated with Attrition in your BPO Centre

Attrition in outsourcing is one of the biggest issues currently facing the sector, but just how much is attrition costing your business?

There is a popular phrase that gets thrown about in the BPO contact centre space:"You manage what you measure" In todays...
22/06/2020

There is a popular phrase that gets thrown about in the BPO contact centre space:

"You manage what you measure"

In todays Blog we look at this in some detail, along with the concept of Leading and Trailing Metrics

There is a popular phrase that gets thrown about in contact centres: "You manage what you measure" In a large part, I can subscribe to that as a generally sensible concept, however, the measuring in question historically means the measure of "Trailing" metrics as opposed to "Leading" metrics

Recruiting the right people for a contact centre revolves around so much more than just placing an ad in the local paper...
08/06/2020

Recruiting the right people for a contact centre revolves around so much more than just placing an ad in the local paper and hoping that the right candidate will apply.

It is important to appoint the right staff from the onset, ensuring that their induction, training and onboarding processes are carried out effectively from the start.



A strong recruitment strategy is key to finding and matching top talent to an organisation. It requires a thorough understanding of the BPM market as well as the inner workings of processes, business objectives and brand promises.

Making the decision to outsource your business can be a relatively easy one, finding the right outsource destination and...
01/06/2020

Making the decision to outsource your business can be a relatively easy one, finding the right outsource destination and partner, well that can be a bit more tricky.



Making the decision to outsource your business can be a relatively easy one, finding the right outsource destination and partner, well that can be a bit more tricky.

Interesting topic this week on the role that we all play in Quality Managment and who's responsibility is it anyway ? ...
25/05/2020

Interesting topic this week on the role that we all play in Quality Managment and who's responsibility is it anyway ?

The effect your customer facing staff have on your customers can make a lasting impact on the customers impression of your company. In fact, studies have shown a direct correlation between the professionals manning your phone /chat lines with the success of a call centre. At this point you are proba...

Employee Engagement in a Contact Centre, the stuff of myths and legends, why do so many companies get it wrong and how c...
15/05/2020

Employee Engagement in a Contact Centre, the stuff of myths and legends, why do so many companies get it wrong and how can we help you get it right ?

It's clear that investing in improving your Employee Engagement is key for most organisations, however Employee Engagement plans are a dime a dozen and are often the projects that breathe fear even into the most hardened of project managers. This is where BPM Advice can add real value to your organi...

Can a Work From Home Outsourcing solution work for you, check out our latest blog and let us know in the comments sectio...
08/05/2020

Can a Work From Home Outsourcing solution work for you, check out our latest blog and let us know in the comments section what you think 🤔

COVID-19 forced a mass mobilisation in Work From Home Outsourcing. The question being asked now is: Why would we bring everyone back into an office after this is all over?

Outsourcing - Onshore Vs. Nearshore Vs. Offshore - how do you know what's best for your organization?
12/03/2020

Outsourcing - Onshore Vs. Nearshore Vs. Offshore - how do you know what's best for your organization?

After the decision to outsource is made, the next big decision is where, and then there's why? Those question are not as easy to answer as one might first think. Especially when you're trying to explain to your CEO.

Business Process Management (BPM) and Business Process Outsourcing (BPO) are both outsourcing industry labels for essent...
12/03/2020

Business Process Management (BPM) and Business Process Outsourcing (BPO) are both outsourcing industry labels for essentially the same thing; Outsourcing, as most people call it these day.

There is however a subtle difference behind the intent of each one. Allow us to explain:

Business Process Management (BPM) and Business Process Outsourcing (BPO) are both outsourcing industry labels for essentially the same thing; outsourcing, as most people call it these day. There is however a subtle difference behind the intent of each one. Allow us to explain.

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