I go inside the world of Offshore Call Centers to show what really happens when we tell agents to “use your other voice.” Fake names. Accent filters. Surveillance wallboards. Abusive callers. Clean dashboards that hide human dents. Destroyed Customer Experience. Wasted Marketing.
If your brand lives or dies on the phone, this is the truth you won’t see in a vendor deck.
What you’ll learn:
Why accent bias + strict scripts crush real customer experience
How KPIs (AHT/CSAT/compliance) get weaponized against agents
The hidden health/talent cost of permanent night shift
How to audit a BPO with receipts, not slides (abuse policy, monitoring, QA, pay ladders, promotion paths)
A simple operating standard: one team, one training, one truth
The “Offshore Pledge” to run starting today
This is blue-collar CX.
Plumbing/HVAC, home services, trades, any shop where the phone is the front door.
Stop masking the problem.
Fix the inputs.
Protect your people. Let pros be pros.
Here's the LinkTree: https://linktr.ee/caffcx
