Call Center Outsourcing Podcast
Focus Services, LLC - BenJoe MarklandThe Call Center Outsourcing Podcast by Focus Services explores the latest trends in call center outsourcing, AI-powered customer support, and global BPO strategies. Hosted by Jan Santafede, VP of Marketing and Felipe Escobar, Director of Marketing and Desing, this podcast delivers expert insights on scaling customer experience, improving operational efficiency, and leveraging AI solutions for call... more
| Publishes | Daily | Episodes | 59 | Founded | 5 months ago |
|---|---|---|---|---|---|
| Number of Listeners | Categories | ManagementBusiness | |||
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To learn more about how call center outsourcing and AI solutions can improve your customer support operations,
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Podcast may feature AI-generated material for voice enhancement and keyword analysis.
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To learn more about how call center outsourcing and AI solutions can improve your customer support operations,
visit:
Podcast may feature AI-generated material for voice enhancement and keyword analysis.
Complete Call Center Job Description Guide for 2026 — a concise walkthrough of how to write effective call center job descriptions that attract talent, set clear expectations, and support retention. Based on the Focus Services blog: www.focus... more
Mastering the Hiring Call: Best Practices for Effective Recruitment — A concise guide to conducting high-impact hiring calls from Focus Services. Based on www.focusservices.com/hiring-call/, this episode covers why the hiring call matters, st... more
Customer Care Call Center Jobs: Careers & Opportunities — a concise primer for job seekers and managers on the current call center job market, essential skills, career advancement, compensation, and how AI and remote work are reshaping customer care ... more
BPO Experience: Transforming Business Operations in 2026 — a concise guide for executives on what defines quality bpo experience in 2026. Based on the Focus Services blog (www.focusservices.com/bpo-experience/), this episode walks through the... more
BPO Back Office: Streamlining Operations for Cost, Compliance, and Scale — a concise guide to BPO back office and back office services from Focus Services. In this episode we define BPO back office, contrast front office versus back office BPO, outli... more
Customer Care Outsourcing Services: A 2026 Guide is a concise 3–5 minute overview for business leaders. Hosts Jan Santafede and Felipe Escobar discuss the strategic value of customer care outsourcing in 2026, including access to global talent, omnich... more
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Apple Podcasts | #71 |  Philippines/Business/Management |
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Frequently Asked Questions About Call Center Outsourcing Podcast
What is Call Center Outsourcing Podcast about and what kind of topics does it cover?
This show focuses on call center outsourcing, AI-enabled customer support, and global BPO strategies, with practical guidance on when to build or outsource, how to design omnichannel experiences, and how to measure CX impact. Episodes frequently cover KPIs like first contact resolution, handling times, and cost optimization, along with workforce management, security, and governance in multi-location setups. A notable strength is the sustained emphasis on AI augmentation, real-time analytics, and blended delivery models (in-house, nearshore, offshore) to scale customer experience while controlling costs. The hosts—two senior Focus Services leaders—deliver a practitioner-oriented perspective, peppered with frameworks, playbooks, and concrete ... more
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How many episodes of Call Center Outsourcing Podcast are there?
Call Center Outsourcing Podcast launched 5 months ago and published 59 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.
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