Build a Better BPO
Hosted by Amanda Quinn and Milan Batinich, Build a Better BPO digs into the strategies, mindsets and real-world tactics that help BPOs position themselves as strategic partners, not just vendors, specialize in a market, build stronger teams and cultures, and become more valuable companies.
Every episode is listenable here and on Apple Podcasts, Spotify, Amazon Music and YouTube.
Episodes
Every episode
All In: Why Half-Measures on AI Are Costing BPOs
May 4, 2026 · 43 min
Julian McCarty of Mosaic Voice on why AI is now table stakes in RFPs, why client-by-client rollouts backfire, and why culture decides who wins.
Riches in Niches — How Valoroo Built a Premium BPO by Saying No
March 13, 2026 · 43 min
Nick Schrock of Valoroo on specializing in logistics, pricing above the market, and why he says weak sales usually means a weak offer.
Your Attrition Problem Is a Hiring Problem. Your Hiring Problem Is a Data Problem.
February 27, 2026 · 41 min
Daniel Ash of Journeyfront on what a bad hire costs, why resumes and interviews often fail to predict success, and how to test your own hiring data.
Why Your QBRs Are Killing Your Client Relationships
January 19, 2026 · 41 min
Amanda and Milan on why most BPO QBRs recap metrics and pitch for more work, and how to run one that shows a client's executives where the BPO is headed.
The Best Practices that BPOs Don’t Follow
December 3, 2025 · 48 min
Amanda and Milan on the practices BPOs skip, from frontline leadership and outcome-focused client reviews to sales process and long-term planning.
October 28, 2025 · 34 min
Amanda and Milan on why BPOs should train agents, salespeople and client services teams for AI now, and what to teach while the direction is unsettled.
Your BPO Sales Team Can’t Sell the Future with Yesterday’s Playbook
October 7, 2025 · 39 min
Paul Smith of Smith Slaughter Consulting on why BPO sales teams lose to technology vendors, and why strategy has to be settled before sales.
Retention Is Your BPO's Reputation
September 15, 2025 · 39 min
Milan Batinich and Amanda Quinn on why turnover is a reputation problem, and how fit hiring, career paths and manager training keep agents.
The Moment of Truth: How BPOs Can Stop Getting Automated Away (And Start Leading the Change)
August 12, 2025 · 28 min
Amanda Quinn on why BPO work that is easy to automate is at risk, and how to help clients automate it before they do it without you.
Case Study: How We Slashed Annual Attrition from 90% to 15%
July 25, 2025 · 34 min
Milan Batinich walks through a BPO case study: agents hired for order intake and told to sell, 90% attrition, and the hiring and coaching changes.
If Deals Always Comes Down to Price, You’re Doing It Wrong.
June 30, 2025 · 27 min
Amanda Quinn and Milan Batinich on why BPOs lose deals on price: the buyer never saw a reason to treat them as different before the quote.
How to Find More Joy, Energy, Passion, Peace, and Purpose at Work
June 19, 2025 · 21 min
Milan Batinich on JEPPP, joy, energy, passion, peace and purpose: how leaders find the work that engages them and hand off the rest.
What It Really Takes to Get Inbound Leads
June 4, 2025 · 30 min
Amanda Quinn on why most BPOs get few good inbound leads: too many markets, generic content, and no steady education aimed at one buyer.
Ask Better, Hire Better: Behavioral Interviews That Work
May 21, 2025 · 26 min
Milan Batinich on behavioral interviews: why strengths and weaknesses questions fail, and how the SOAR method shows who can handle real customers.
You Can’t Be Great at Everything: Let’s Fix Your Focus
May 7, 2025 · 25 min
Amanda Quinn and Milan Batinich on how a BPO finds its focus: what makes a niche worth choosing, how to test it, and how to hold leadership to it.
Recruiting is Broken - Here’s How to Fix It
April 22, 2025 · 27 min
Milan Batinich on why BPO recruiting fails: post-and-pray hiring, vague job ads, hidden pay and interviews that miss how a candidate behaves.
Stop Competing on Price: Fix Your BPO’s Positioning
April 10, 2025 · 21 min
Amanda Quinn on why most BPOs compete on price: weak positioning, generic messaging, and the fear of niching down that keeps them there.
Building a Better BPO: The Engagement Imperative
March 27, 2025 · 31 min
Milan Batinich on why employee engagement is the first lever on BPO attrition, the four causes of disengagement, and how to hire for fit.