Build a Better BPO

Evostr
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In an industry where "hope is not a strategy," Build a Better BPO explores what it really takes to thrive in the business process outsourcing world of tomorrow. This podcast is for leaders in the outsourcing industry who are ready to move beyond the labor-arbitrage model and start building high-growth, high-trust businesses. Hosted by Amanda Quinn, principal of Evostr, and Milan Batinich, founder of Milan Motivates, the show dives into the strategies, mindsets, and real-world tactics that help BPOs position themselves as strategic partners (not just vendors), specialize in high-value verticals, build stronger teams and cultures, attract better-fit clients and grow more consistently. 

  1. May 4

    All In: Why Half-Measures on AI Are Costing BPOs

    In this episode, Amanda and Milan sit down with Julian McCarty, CEO and co-founder of Mosaic Voice, an AI platform built for contact centers. Julian has a front-row seat to the bifurcation happening right now: BPOs that are going all in on AI, and the ones that aren't. The gap between them is widening fast. They get into why AI has become table stakes in RFPs — and what happens to BPOs that can't answer the question. Why a client-by-client rollout almost always backfires. What 37% revenue growth, 70% reductions in training time, and 35% improvements in retention actually look like in practice. How to evaluate an AI vendor without getting burned. And why the biggest obstacle to transformation isn't the technology — it's culture, and it starts at the top. If you've been sitting on the fence about AI adoption, this episode will make the cost of waiting very clear. Connect with Julian: https://www.mosaicvoice.ai/

    All In: Why Half-Measures on AI Are Costing BPOs

  2. Mar 13

    Riches in Niches — How Valoroo Built a Premium BPO by Saying No

    What happens when someone builds a BPO without ever having worked in one? You get Nick Schrock — a logistics veteran who accidentally stumbled into outsourcing, refused to follow the industry playbook, and built one of the most differentiated BPOs in the space. Valoroo specializes exclusively in supply chain and logistics. They charge 30–50% more than competitors. They're having record years during a freight recession. And their salespeople close multiple clients per month. This episode is a masterclass in what specialization actually looks like in practice — and why the BPO industry's instinct to say yes to everything is quietly killing margins, morale, and growth. What You'll Hear in This Episode How Nick built Valoroo from scratch without a BPO background — and why that turned out to be an advantageWhy he turns away business even inside his own niche — and how that actually increases close ratesThe "product problem" most BPO owners misdiagnose as a "VP of Sales problem"Why his agents have 8–10 years of logistics experience before they ever join his teamHow charging more leads to better talent, better retention, and better client outcomesThe SLA trap: why hitting every metric can still mean losing a clientHow Nick thinks about AI automation — not as a threat, but as a value unlockHis practical advice for generalist BPOs ready to start niching down

    Riches in Niches — How Valoroo Built a Premium BPO by Saying No

  3. Feb 27

    Your Attrition Problem Is a Hiring Problem. Your Hiring Problem Is a Data Problem.

    In this episode, Amanda Quinn and Milan Batinich sit down with Daniel Ash, CEO and Co-Founder of Journeyfront, an intelligent hiring platform purpose-built for BPOs operating in 50+ countries. Before Journeyfront, Daniel advised contact centers at Bain & Company and Sorenson Capital — and he's seen the same pattern repeat itself across hundreds of BPOs: operators making $800–$1,200 per-hire decisions on gut instinct and a paper application, then wondering why 90-day attrition is destroying their margins. In this conversation, they dig into what's actually broken in the BPO hiring process, why most assessments measure the wrong things, what a "closed loop" between hiring data and post-hire performance actually reveals, and where AI is adding real value in recruiting — versus where it's just automating the same mistakes humans have always made.

    Your Attrition Problem Is a Hiring Problem. Your Hiring Problem Is a Data Problem.

  4. Jan 19

    Why Your QBRs Are Killing Your Client Relationships

    In the competitive world of business process outsourcing (BPO), the value of quarterly business reviews (QBRs) has often been underestimated. In a recent episode of the "Build a Better BPO" Podcast, Amanda Quinn and Milan Batinich II discussed how typical QBRs often fall short, serving merely as mundane operational reviews and sales pitches rather than valuable strategic discussions. Transforming the way QBRs are approached can redefine how BPOs are perceived by their clients. By prioritizing executive-level conversations, aligning with client priorities, and offering long-term strategic insights, BPOs can foster deeper partnerships that go beyond transactional relationships. As Amanda and Milan emphasize, the future of BPO-client relationships lies in delivering genuine value and demonstrating a commitment to shared success. In this episode, Amanda provides actionable steps for BPOs to transform QBRs into meaningful strategic discussions.

    Why Your QBRs Are Killing Your Client Relationships

  5. 12/03/2025

    The Best Practices that BPOs Don’t Follow

    In this episode, Amanda and Milan break down the biggest missed opportunities they see across the BPO industry—practices that could dramatically improve growth, retention, and delivery, but rarely get implemented. They cover: Employee engagement done wrong and why untrained frontline leaders drive attrition. KPI obsession vs. real customer outcomes—and how misaligned incentives hurt clients. Siloed teams and missing feedback loops that limit innovation and proactive client service. Why strategy feels like a “four-letter word” for many BPO leaders—and how short-term thinking stalls growth. If your BPO keeps running into the same problems year after year, this episode will help you see why—and what to do next.

    The Best Practices that BPOs Don’t Follow

  6. 10/28/2025

    Upskilling for the AI Era

    As AI reshapes the outsourcing industry, most BPOs are rushing to add “AI-enabled” to their pitch decks — but few are actually preparing their people to sell or deliver it. In this episode, Amanda and Milan explore why upskilling is the single biggest gap between where most BPOs are today and where the market is heading. They discuss how sales and client services teams can evolve from selling seats to selling solutions — and why the firms that invest in capability building now will own the next era of growth. Key Takeaways: Upskilling isn’t optional. AI is changing buyer expectations, and your teams need to evolve with it. Your sales team needs a new playbook. They must learn to sell outcomes, not labor. Client services teams are your front-line consultants. Train them to uncover client challenges, not just fill requests. The future belongs to solution-oriented BPOs. Those who blend human skill with technology fluency will lead. Leadership’s role: Create incentives that reward insight, not seat count. Why It Matters Technology isn’t replacing people — it’s changing what clients value in their partners. The BPOs that thrive won’t be the ones who talk about AI, but the ones who teach their teams to use it strategically, articulate its value, and build trust around it.

    Upskilling for the AI Era

  7. 10/07/2025

    Your BPO Sales Team Can’t Sell the Future with Yesterday’s Playbook

    Most BPO sales teams are still selling labor — while the market is buying outcomes, innovation, and impact. In this episode of Build a Better BPO, Amanda Quinn, Milan Batinich, and guest Paul Smith unpack why the traditional BPO sales playbook no longer works — and what it takes to compete in a technology-driven market. They dig into: Why BPOs keep defaulting to “seats and rates” instead of solving real business problems How to rebuild sales conversations around ROI, not headcount The mindset shift every BPO leader needs to drive sustainable growth What happens when you chase deals without a clear market point of view If your team is still waiting for the next RFP instead of creating demand, this conversation will show you how to evolve from transactional vendor to trusted partner. Paul Smith, is the Principal Consultant and CEO, of Smith Slaughter Consulting.

    Your BPO Sales Team Can’t Sell the Future with Yesterday’s Playbook

  8. 09/15/2025

    Retention Is Your BPO's Reputation

    In this conversation, Amanda Quinn and Milan Batinich discuss the critical relationship between employee retention and brand reputation in the BPO industry. They explore the importance of hiring for fit, the need for personalized engagement strategies, and actionable steps BPOs can take to improve retention rates. The discussion emphasizes the significance of understanding employee motivations, providing clear career paths, and utilizing data to inform decisions. Ultimately, they highlight that a positive employee experience directly correlates with customer satisfaction and business success. Learn more about Milan at milanmotivates.com

    Retention Is Your BPO's Reputation
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About

In an industry where "hope is not a strategy," Build a Better BPO explores what it really takes to thrive in the business process outsourcing world of tomorrow. This podcast is for leaders in the outsourcing industry who are ready to move beyond the labor-arbitrage model and start building high-growth, high-trust businesses. Hosted by Amanda Quinn, principal of Evostr, and Milan Batinich, founder of Milan Motivates, the show dives into the strategies, mindsets, and real-world tactics that help BPOs position themselves as strategic partners (not just vendors), specialize in high-value verticals, build stronger teams and cultures, attract better-fit clients and grow more consistently. 

Information

  • Creator
    Evostr
  • Episodes
    18
  • Rating
    Explicit
  • Copyright
    © 2026 Build a Better BPO
  • Show Website
    Build a Better BPO