Fraud Is Infiltrating BPO Hiring—And the Stakes Have Never Been Higher
A single insider at a major BPO photographed 200 customer records per day, selling them for $200 each. The scheme recruited supervisors into a criminal conspiracy. Employees earned over $500,000 in bribes. The result: 69,000 customers exposed, $180-400 million in damages, 226 employees terminated, and a major client relationship destroyed entirely.
Fraud Is Infiltrating BPO Hiring—And the Stakes Have Never Been Higher
A single insider at a major BPO photographed 200 customer records per day, selling them for $200 each. The scheme recruited supervisors into a criminal conspiracy. Employees earned over $500,000 in bribes. The result: 69,000 customers exposed, $180-400 million in damages, 226 employees terminated, and a major client relationship destroyed entirely.
Is Your Recruiting Software Discriminating Against Your Best Candidates?
I came across a Reddit post last week that should concern every BPO hiring leader.
Never Miss A Post
The BPO Hiring Accuracy Crisis: How Legacy ATS Systems Fail at Volume Hiring
Let me tell you about a problem hiding in plain sight across the BPO industry.
Why Your ATS Is Costing You $15K Per Bad Hire: The Hidden Cost of Poor Candidate Assessment
I recently spoke with a Director of Talent Acquisition at a mid-sized BPO who told me something that left me stunned. Her company was losing $5.2 million annually to turnover. When we dug into the numbers, we discovered that 78% of their bad hires had looked perfect on paper.
The Quality Paradox: Why BPOs Need Different Screening for Every Client (And How to Make It Scalable)
Here's a conversation I had last month that perfectly captures the BPO quality paradox.
From 12 Days to Same Day: How to Automate BPO Hiring Without Losing the Human Touch
Let me tell you about a problem that's keeping BPO leaders up at night.
Why BPOs Hire Different (And Why Your ATS Probably Doesn't Get It)
I recently had a conversation with a Director of Talent Acquisition at a mid-sized BPO that left me frustrated on her behalf.
Journeyfront at CCW Vegas 2025: Where AI Meets the Human Side of CX
Fresh from the energy of CCW Vegas 2025, we're reflecting on an incredible week at the world's largest customer contact event. With over 5,000 attendees and 200+ solution providers, the conversations were electric... and one theme kept coming up: while everyone's racing toward AI and automation, the workforce challenge isn't going away. It's getting harder.
An Evidence-Based Approach to Reducing Workforce Turnover
Turnover isn’t just a people problem, it’s a profit problem. Especially for organizations engaged in high-volume hiring in sectors like business process outsourcing (BPO) and warehousing/logistics.
A Tale of Two Cities: Lessons for High-Volume Hiring
Imagine two cities...
The first is a city that simply “happened.” Over time, houses popped up in different neighborhoods, stores found their places where land was available, and parks were squeezed into whatever space remained. There’s a downtown, and scattered suburbs—what some might call “bedroom communities”—surrounding the core. The layout is organic but chaotic, making commuting a daily puzzle for residents. The city functions, but its growth feels haphazard, as if it was pieced together without a guiding vision.
