Philippines BPO Managed Teams vs. Staff Augmentation in 2026
A CX agent quits on day 14. In a staff augmentation arrangement, that's the client's problem — post the role, re-screen, re-onboard, absorb the productivity ga…
Scaling a Philippines Support Team From 5 to 50: A Realistic Guide
Most companies scaling a Philippines support team focus on the wrong variable. They count heads. What actually changes between 5 FTEs and 50 FTEs is compliance…
Sales Support Outsourcing: What a Philippines Team Actually Does
Most outsourcing content focuses on customer experience agents and finance clerks. Sales support rarely gets the same attention, which means it stays in-house…
How to Scale a Philippine Support Team Without Losing Quality
Most Philippine support teams don't break at hire one. They break somewhere between agent ten and agent twenty. CSAT scores slip. Handle times climb. The team…
Global Talent Shortage: Why Philippine Outsourcing Is Filling the Gap
Labor shortages in customer experience, finance operations, and sales support are not a hiring cycle problem. They are structural. Aging workforces in the US,…
Harold Ladaran Built Splace BPO in Davao. Here’s Why It Works.
The meeting had already run long. A client in California was pushing back on timelines, and the operations lead in Davao was walking through deployment logisti…
Harold Ladaran on Building a People-First BPO in Davao
Most BPOs that fail their clients don't fail on price. They fail on accountability — specifically, the absence of a single party who owns the outcome when some…
Juneteenth and the Case for Distributed Workforce Planning
It's Juneteenth. The US office is closed — as it should be. But by midday, the support queue has 200 open tickets, a reconciliation exception is sitting unackn…
Building a BPO From Davao: Harold Ladaran on Leading Splace
Foreign companies hiring in the Philippines have long run the same frustrating playbook: one vendor to recruit, a second to handle employment compliance, a thi…
AI in Customer Support Outsourcing: What Actually Changes in 2026
AI tools are now standard in customer support stacks. Most ops leaders accept that — what they're still working out is what it actually means for headcount, ve…
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