The Ongoing BPO Evolution

Bob Dechant of IBEX has been in the industry long enough to remember its earliest days. In this this video, he recounts the BPO evolution from nearshore’s beginnings in “going to Canada” when the exchange rate was favorable to the rise of LatAm as political turmoil dissipated and language skills grew. “There has always been this affinity in the nearshore to the U.S. and that’s probably the number-one key of success of why it’s such an explosive and powerful market,” said Dechant. “In the world of delivering world-class customer experience, you really need to have a good appreciation for the caller.”