Most BPO companies out there thrive on being average. The people answering the phone just can’t communicate. The people doing the work are mediocre with nobody checking on them. In short, it’s a big mess. The secret to fast growth in the BPO industry seems to be finding an elastic workforce that you can check the quality of on a regular basis. If everyone just works in the same office, you can watch them easily, but you can’t expand or contract your business with any type of ease.
To Ubersize your BPO means you have more freelancers working for you. They could work from home, on call, and with no commitment either way. Developing a large pool of resources for getting work done can make your life very flexible. You have to keep records on how good their work is on various assignments so you can figure out who you are going to select for future assignments.
Or, you could automated your whole enterprise and have customers work directly with your help through a web portal. That works well for freelancing sites, but is not necessarily recommended for medium sized BPO outfits. The bottom line is developing a sustainable and efficient business model that works for you!
Another interesting Uber-Type business model is to have clients input their assignment in a portal, have a manager inspect it, and have your remote helpers grab the assignment. A manager would have to review the subcontractors who grabbed the assignment to see if they are qualified or desired for the job. But, this type of automation allows work to get done more quickly. In real life, most programmers and outsourced workers are busy, or don’t want to bother. Having a system where the one who jumps first gets the job ensures a higher level of motivation. Whether they finish on time is another story, but at least they’ll start on time which is half the battle.