Resources
Straight answers on hiring and outsourcing
Practical guides on pricing, sourcing, and managing outsourced staff — written for small business owners doing this for the first time, not for BPO industry insiders.
How Much Does It Cost to Outsource Customer Service? A Hourly Rate Guide
A breakdown of the three common pricing models for outsourced customer service, what actually drives the hourly rate, and how to estimate your own cost.
Staffing Agency vs. Freelance Marketplace: What's the Real Difference?
Upwork and Fiverr aren't the same thing as a staffing agency. Here's how the two models actually differ, and how to tell which one fits the work you need done.
Philippines vs. India Outsourcing: Which Is Right for Your Business?
Both are established, credible outsourcing regions with real strengths. Here's how they differ for customer service and back-office work, and what matters more than the country you pick.
10 Tasks You Can (and Shouldn't) Outsource to Back-Office Staff
A practical list of the back-office tasks that outsource well, the ones to keep in-house, and how to decide what to hand off first.
How to Hire Remote Staff for a Print Shop: Order Intake, Proofing, and Customer Service
The specific roles that free up the most time for print shops, what to look for when hiring for them, and what it typically costs.
Ecommerce Customer Service Outsourcing: A Small Business Owner's Guide
Why customer service is usually the first hire to outsource for ecommerce sellers, which channels to cover, and how to set a new hire up to succeed across your marketplaces.