Introduction: The Cost of Staying Average In today’s customer experience (CX) economy, mediocrity is expensive. Global brands are under pressure to deliver seamless, data-driven, AI-augmented service 24/7, yet too many CX operations are still anchored in outdated models and low-performing talent pools. Meanwhile, Africa, and Kenya in particular, has quietly emerged as one of the … Read more
Introduction: The Promise , and Pitfall, of Outsourcing Today Over the last two decades, outsourcing has delivered efficiency, scale, and cost leverage. But in 2025, many leaders are waking up to a stark truth: the old model of “vendor-as-executor” can become a drag on innovation, agility, and strategic growth. When outsourcing becomes a rigid, transactional … Read more
Why This Matters Now Imagine if every outsourcing dollar you spend fuels measurable business results and transforms lives. Today’s boards and executive teams are demanding just that, measurable ESG outcomes, not just glossy CSR reports. Meanwhile, Africa faces a defining moment: a rapidly growing youth population with limited formal employment opportunities. This is not simply a moral … Read more
A Wake-Up Call for U.S. Employers Imagine paying $100,000 every year, per employee, just to bring international talent into the United States. That’s the new reality for organizations relying on H-1B visas. For years, companies have turned to visa programs to address critical skills gaps, but this new policy has radically shifted the economics of global … Read more
Introduction: The Hidden Cost of Settling for Average Every organization knows the frustration: the bottom 20% of outsourced agents drag down customer satisfaction, inflate costs, and weaken brand reputation. Yet too many leaders accept this underperformance as a cost of doing business. What if, instead, you could trade your weakest 20% for the top 20% of … Read more
Busting the Myth, Revealing the Opportunity Outsourcing remains too often pigeonholed as a tactical lever for cost reduction. But in today’s high-stakes, human-first marketplace, that mindset no longer suffices. Leading HR, L&D, and organizational design leaders are asking: How can outsourcing do more than lower costs? At Thrivin, we’re answering that question with a bold, future-focused … Read more
The Global Shift in BPO Economics For decades, businesses seeking cost savings, scalability, and 24/7 operations turned to Business Process Outsourcing (BPO) giants like India and the Philippines. But today, those same “low-cost” destinations are becoming cost-prohibitive and that’s disrupting the global outsourcing map. Labor inflation, high attrition, infrastructure saturation, and growing competition are driving … Read more
The Global Talent Crunch: An Opportunity in Disguise In a time where organizations worldwide are navigating a fierce talent shortage, especially in Business Process Outsourcing (BPO), many find themselves scrambling for alternatives in oversaturated labor markets. Rising costs, high churn rates, and limited scalability have made traditional sourcing hubs, such as India and the Philippines, … Read more
The Talent Crisis Hitting Traditional Outsourcing Hubs Outsourcing, as we know it, is at a tipping point. Legacy outsourcing markets—India, the Philippines, Eastern Europe—are facing a perfect storm: agent burnout, wage inflation, rising turnover, and talent pools stretched to the breaking point. In some cities, BPO agent turnover now exceeds 40%. The once-reliable supply of … Read more
The BPO Shift: Rethinking Global Delivery in the Age of Scarcity and Cost Pressure The global Business Process Outsourcing (BPO) landscape is undergoing a significant transformation. Traditional delivery markets, such as India, the Philippines, and Eastern Europe, are grappling with escalating talent shortages, rising operational costs, and evolving workforce expectations. These challenges are compelling organizations … Read more
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