Outsourcing
Simplified
We tell you what your outsourcing should cost, which BPO to pick, and how to make the contract work. Independent, and no vendor funds the work.
We tell you what your outsourcing should cost, which BPO to pick, and how to make the contract work. Independent, and no vendor funds the work.
That is exactly what we are, no vendor funds our work.
We start with the market's real numbers, then we tell you what to do about them. Contact centres, customer experience (CX), customer success, back office and shared services, wherever you run them. That is the whole practice.
We hold the market's real rates by role, by country and by service. You find out whether you are paying a fair price before you sit down with anyone, and what a contract that pays for outcomes instead of hours actually looks like.
See what your operation should costMost transformation plans fail on the contract, not the technology. We have run these programmes ourselves. We tell you which parts of your operation AI should take, which parts it should not, and what has to change in the agreement for any of it to land.
See how we adviseWe score BPOs on evidence, not on what they say in a pitch. The read you get is the same one we would give ourselves.
See how we score providersAnswer a few questions about your operation. We show you which areas are worth a look and which are already fine. Free, five minutes, no sales pitch.
Run a BPO? See the provider side.
What the best operators and buyers actually do differently.
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Who is really building it, who is buying it, and who is just badging it.
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The savings most buyers were promised, and still cannot find.
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The biggest names lost most of their value while revenue barely moved, and the cause is pricing.
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Inside the real cost stack of an outsourcing contract.
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Scale Edge draws on operators and buyer-side specialists who have built these programmes, bought them, and delivered against them. Not analysts who have only read about the work.
The firm is led by Victor Manzanera, who spent more than fifteen years running outsourcing operations on both sides of the table. Analyst firms charge twenty to a hundred and fifty thousand a year for access. We work for the price of a report.