Are your BPO teams struggling to meet goals? Do you feel like your call center could be doing better?
You’re not alone!
Business Process Outsourcing (BPO) companies face many challenges. BPO teams face a lot of problems—but there are simple ways to fix those issues and keep things running smoothly.
According to industry reports, BPOs that solve their biggest problems can see up to 40% better results. The good news? Most of these challenges have solutions that you can start using right away!
Let’s look at the five biggest problems BPOs face today and how you can fix them.
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5 Big Challenges BPOs Face Today
1. High Employee Turnover
One of the biggest headaches for BPO managers is watching trained employees walk out the door. When agents leave, you lose:
- All the money spent on training
- Experienced team members who know your systems
- Time and resources needed to hire replacements
- Team morale and consistency
The Solution: Create a workplace where people want to stay!
Start by offering clear paths for growth. Agents who see a future with your company are more likely to stick around. Also, recognize good work with rewards and bonuses. Even simple things like “Agent of the Month” awards can make a big difference.
Many successful BPOs have cut their turnover rates in half by:
- Offering flexible scheduling options
- Creating mentorship programs
- Providing regular feedback and coaching
- Celebrating team and personal wins
- Making the workplace more fun and supportive
Remember, hiring new agents costs 2-3 times more than keeping your current ones happy!
2. Outdated Dialers
Using old cold calling dialers is like trying to win a race with a bicycle when everyone else has cars. Outdated technology leads to:
- Slower call handling times
- Frustrated agents and customers
- More errors and problems
- Wasted time on manual tasks
- Lower productivity overall
The Solution: Upgrade to modern, cloud-based systems that work for today’s needs.
Modern BPO software lets your agents work faster and better. Look for systems that offer:
- Automatic call distribution
- Easy-to-use interfaces
- Call recording and quality monitoring
- Real-time performance tracking
- Integration with other tools you use
“After upgrading our systems and switching to Klozer, our team handled 30% more calls without working harder. The right tools make all the difference!” – Manager at a growing BPO
While new and advanced technology may cost money, but it can quickly pay for itself through better results and happier customers.
3. Quality Control Issues
When call quality drops, everything suffers. Poor quality leads to:
- Unhappy customers who don’t come back
- Bad reviews and reputation damage
- Lost contracts and business opportunities
- More complaints and escalations
- Lower team confidence
The Solution: Build a strong quality assurance program.
Start by setting clear quality standards that everyone understands. Then, regularly check calls to make sure agents are meeting these standards.
A good quality program includes:
- Regular call monitoring and scoring (you can do this easily but just switching to Klozer’s sales dialer)
- Helpful feedback for improvement
- Sharing examples of great calls
- Training focused on problem areas
- Rewards for consistently high quality
The best BPOs check at least 5-10 calls per agent each month and give specific feedback on how to improve.
4. Rising Customer Expectations
Today’s customers expect more than ever before. They want:
- Quick answers to their questions
- Support through multiple channels (phone, chat, email)
- Agents who understand their specific needs
- Solutions on the first call
- Friendly and helpful service every time
When you can’t meet these expectations, customers leave and don’t come back.
The Solution: Train agents to be true customer experience experts.
Modern customer service is about more than just answering questions. Your agents need training to:
- Understand customer feelings and needs
- Solve problems creatively
- Handle difficult situations calmly
- Personalize each interaction
- Go above and beyond when possible
Many top BPOs now use real customer feedback to improve training. They record calls where customers were very happy and use them as examples in training.
Also, give your agents permission to make small decisions that help customers. When agents can solve problems without transferring calls, everyone wins!
5. Managing Remote Work Teams
Since 2020, many BPOs have moved to remote or hybrid work models. While this brings benefits, it also creates challenges:
- Harder to monitor performance
- Team connection and culture suffers
- Training becomes more difficult
- Technology and security concerns
- Keeping everyone motivated and engaged
The Solution: Create systems built for remote success.
Successful remote BPOs focus on:
- Clear goals and expectations for everyone
- Regular video team meetings and check-ins
- Virtual team-building activities
- Cloud-based tools that work from anywhere
- Regular recognition of good work
“We thought going remote would hurt our performance, but after setting up the right systems, our team is actually doing better than before!” – Director at a financial services BPO
The key is finding the right balance between giving agents freedom and making sure they stay connected to the team.
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Tools That Help BPOs Overcome These Challenges
The right technology can help with many of these challenges at once. Look for all-in-one solutions that offer:
- Performance tracking dashboards
- Call recording and quality monitoring
- Agent coaching tools
- Workforce management features
- Customer satisfaction tracking
These tools let you see what’s happening with your team and make smart decisions to improve.
Can Your BPO Overcomes The Challenges?
With Klozer’s Sales Dialer, yes you can absolutely overcome the hurdles.
Many BPOs have already tackled these challenges and seen amazing results:
- A healthcare BPO reduced turnover by 45% by creating clear career paths
- A customer service center increased quality scores by 25% with better monitoring
- A technical support BPO handled 35% more calls after upgrading their systems
- A financial services team improved customer satisfaction by 30% with better training
These companies didn’t just accept problems as “part of the business.” They found solutions and saw real improvements!.
What Steps You Can Take To Optimise Your BPO?
BPOs are facing new challenges in 2025. Here’s what they are and how your team can deal with them
- Look at your current metrics to see where you’re struggling most
- Talk to your agents about what would help them do better
- Research modern tools designed for BPO success
- Create an improvement plan with clear goals
- Measure your progress and celebrate wins
Remember, even small improvements can lead to big results over time. The most successful BPOs are always looking for ways to get better.
The Bottom Line
Running a BPO isn’t easy, but with the right approach, you can overcome the biggest challenges. Focus on keeping good employees, using modern technology, maintaining quality, meeting customer expectations, and managing remote teams effectively.
When you solve these problems, you’ll see:
- Happier employees who stay longer
- More satisfied customers
- Better overall results
- Stronger growth and profits
Don’t let these common challenges hold your BPO back from success. Start working on solutions today, and watch your call center transform!
Need more help with your BPO challenges? Every BPO runs into problems. We’ve put together the most common ones—and the best ways to solve them. We’d love to hear about your specific situation and offer personalized advice. Contact us today to learn more!
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