Scaling a complete ‘Business in a Box’: An inside look at ISTA Solutions’ success in the BPO industry

In this riveting episode of Future Workforce, we invite you to join the insightful conversation between our host, Liam Martin, and Nicole Barrish, the Vice President of Operations at ISTA Solutions. They delve deep into the robust growth, hurdles, and future of the Business Process Outsourcing (BPO) industry.

Nicole Barrish is an accomplished professional with a 14-year career under the Towne Group. A Boston’s Emerson College graduate, Nicole started as a staffing coordinator and rose to manage the Towne Home Care operations, turning it into one of New Jersey’s top home care agencies. She later transitioned to ISTA Personnel Solutions as Director of Operations, now overseeing over 1000 employees providing customer support in the healthcare industry.

Discover BPO Success: Scaling ISTA Solutions - From 50 to 1,000 Workforce. Hear Nicole Barrish's Insights!

Hosted By

Liam Martin

Founder & CMO

Time Doctor, Running Remote

Nicole Barrish
Nicole Barrish

Director of Operations

ISTA Personnel Solutions

Listen on

Nicole shares her unique insights on ISTA Solutions’ standout position in the competitive BPO landscape, due to its unparalleled efficiency of processes and its comprehensive ‘business in a box’ service, uncovers the incredible potential of leveraging data to uplift customer service quality, and how IT can substantially enhance client experiences.

The conversation also pivots towards the importance of cultivating a strong company culture and retaining top-tier talent amidst the aggressive competition of the BPO market. Learn from past errors and gain essential knowledge that could prevent costly missteps.

The episode closes with an engaging discussion about ISTA Solutions’ ambitious plans for growth, including task automation and AI integration to address prevalent industry issues like inadequate project management and accountability.

This episode is a must-listen for leaders and professionals navigating the BPO industry’s complex landscape, packed with invaluable insights, tangible strategies, and inspiring forward-thinking vision.

00:00 Introduction

00:23 Nicole’s story

02:18 Journey from 50 to 1000

05:48 Client verticals

09:47 Biggest mistakes

12:01 Process paths

14:35 Locations

18:16 Attracting talent

21:44 Average seat count

24:18 One to two seaters

26:17 Single seaters

27:54 Critical numbers

29:48 Biggest learnings

33:58 Biggest mistakes at ISTA

38:06 What’s next for ISTA

40:36 What’s wrong with the BPO industry

43:09 The cost of labor in the Philippines

45:38 Outro