| Flexibility | Scale up or down anytime | Scale up or down with prior notice | Limited Flexibility |
|---|
| Control | Hire or fire anytime | Hire or fire with prior notice | Limited Control |
|---|
| Reliability | Sometimes - internet, equipment or power outage issues are common | Maximum - staff show up as scheduled, with back up internet, equipment and power supply | Maximum - staff show up as scheduled, with back up internet, equipment and power supply |
|---|
| Fully Managed Service? | No; clients manage the staff themself | Yes, staff are managed and overseen by Telework PH | Yes, staff are managed and overseen by Telework PH |
|---|
| KPI or OKR in Place | Clients set it themselves | Yes - with internal and external audits | Depends on the company |
|---|
| Contract Protection | Determined by the market place's dispute resolution center | Full protection; agreed by both parties | Full protection; agreed by both parties |
|---|
| Relationship | Mostly business to individual | Business to Business | Business to Business |
|---|
| Length of Relationship | Short term or one off | Long term and recurring | Long term and recurring |
|---|
| Skills | Yes albeit no guarantee | Yes, with guarantee | Yes |
|---|
| Pricing | Low | Reasonable and value-based | Wide range from cheap to premium ones |
|---|
| Risk | High; client poaching, freelancer not showing up or delivering are common concerns | Low risk - decisions will be agreed by both parties; staff are monitored on client's behalf; guarantee on service delivery | Risk level is based on client's perception of the BPO's management and operations |
|---|
| Culture | Based on individual attitude and beliefs | Strengthened culture and management for both in-house and remote workforce using systems, tools and resources | As a BPO gets bigger with multiple sites, good company culture becomes a challenge to maintain |
|---|
| Mission, Vision and Values | Based on individual attitude and beliefs | Mission, vision and values over monetary goals | Based on client's perception of the BPO's management and operations |
|---|
| Remote or In-House? | Remote | Hybrid: remote and/or in-house (especially for data sensitive accounts) | Mostly in-house |
|---|
| Access to Talent | Vast coverage | Yes and able to reproduce talent through proprietary learning and development system | Restricted by location due to having an in-house facility |
|---|
| Automation? | Yes, but heavily reliant on the platform | Yes and using proprietary tools | Depends on the company |
|---|
