Winning (and Keeping) Enterprise Clients as a Philippine BPO: Why Quality Reporting Is Your Best Sales Tool
Imagine a Manila-based BPO that nearly lost a three-year retail account over the course of 11 calls. The client’s regional manager had heard two bad ones, asked for a sample, and got 11 transcripts back from the QA team, all pulled by hand, all from the same two weeks. The BPO’s own numbers said […]