In today’s saturated CX landscape, where clients expect scale, quality, and retention on day one, winning business starts long before go-live. It starts with an intelligent BPO hiring strategy.
That’s the bold premise behind the kickoff episode of our OC CX Impact Series: “The Talent Tug of War.” Hosted by Tom Luther, VP of CX at Outsource Consultants, and joined by Jeff Furst, VP at Harver, the session tackled one of the industry’s most pressing—and often misunderstood—challenges: how to modernize hiring in a way that actually improves performance and retention.
Featuring Jeff Furst (Harver) & Tom Luther (Outsource Consultants) | May 13, 2025
⏱️ Timestamps:
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00:00 – Intro: Why hiring matters more than ever
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02:30 – Historical reasons for outsourcing & today’s expectations
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05:45 – The talent maturity curve: where most BPOs fall short
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08:15 – Misalignment between client and BPO hiring goals
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10:45 – What makes a great agent? Will do vs. can do
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12:20 – AI in BPO hiring: practical applications and limitations
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16:00 – Predictive insights and red flags using AI
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18:25 – Harver overview and real customer examples
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25:30 – Automation in top-of-funnel decision-making
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30:00 – Why data-informed hiring is your secret weapon
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35:00 – Final thoughts: precision hiring is CX differentiation
🔍 The State of BPO Hiring Today
Tom kicked off the session by acknowledging an industry-wide truth: the hiring game hasn’t evolved fast enough. Many BPOs still lean on traditional, gut-driven processes that struggle to keep pace with the modern labor market. Meanwhile, brands expect partners who are already winning at staffing and retention—not just getting by.
Jeff reinforced this with two key pain points he sees regularly:
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Misalignment on the Talent Maturity Curve – Many BPOs aspire to better hiring outcomes but haven’t invested in the data infrastructure to support them.
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Internal vs. Client KPIs – A persistent “tug of war” exists between BPOs wanting to improve retention and clients focused on training performance or CSAT, often creating operational misalignment.
“I hear a lot of the same old, same old… three-step interviews, generic assessments. But brands aren’t buying potential. They’re buying proof you can staff and retain talent today.”
– Tom Luther, OC
🔬 The “Will Do vs. Can Do” Hiring Framework
One of the most impactful moments of the webinar was Jeff’s breakdown of what actually makes a high-performing agent. It’s not just skillset (can do) or attitude (will do)—it’s both.
Key traits that top agents share:
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Will Do: Empathy, dependability, conscientiousness
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Can Do: Multitasking, decision-making, problem solving
Most BPOs, Jeff noted, either measure one side or the other—if they measure at all.
“You can’t train someone to care. You can train them to use a tool faster. And too many hiring processes get that backward.”
– Jeff Furst, Harver
🤖 AI & Automation: Hype or Help?
AI is making waves in the contact center world, but when it comes to hiring, Jeff cautioned against chasing tech for tech’s sake. Instead, he advised leaders to ask: “What problem are we solving, and is AI the right tool for that job?”
Some practical AI use cases discussed:
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Natural language processing to evaluate language proficiency.
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Machine learning to fine-tune hiring profiles.
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Predictive analytics to flag early attrition risks—like high-CEFR agents being poached by competitors.
🛠️ Harver in Action
Jeff shared real-world examples where Harver’s assessment tools helped BPOs:
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Cut attrition by targeting great-fit hires (up to 50% lower 60-day churn).
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Drive sales (great-fit agents outperformed peers by $9 per minute).
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Automate top-of-funnel decisions, freeing teams to focus on converting top-tier talent.
💡 Key Takeaways
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You can’t coach empathy. Traits like dependability and conscientiousness must be screened at the start—not hoped for in training.
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Your hiring process is your differentiator. It should reflect your values, your culture, and your clients’ standards.
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Start where you are. Whether you’re early or advanced on the maturity curve, there are ways to optimize hiring—without overhauling everything at once.
💬 “If a brand’s most important asset is its customer, then a BPO’s most important asset is the talent serving them.” — Tom Luther
Want help auditing or upgrading your hiring strategy? Connect with the OC team or explore how Harver’s tools can plug into your CX growth engine.
