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Navigating Retail Peaks with the Right BPO Model


Navigating Retail Peaks with the Right BPO Model

Whether it’s a special promotion or festive holiday rush like the kind experienced around New Year sales, navigating the challenges posed by retail peaks is an absolute imperative to success. The surge in customer activity during these periods is undeniable, creating a buzz across the supply chain that demands adept management. The catch, however, is finding the right balance, especially when relying solely on an in-house contact center or operational framework. 

Opting for outsourcing — one of the strategic moves that emerged in the early 1990s, is rapidly becoming the preferred method among competitive brands in a variety of industries, including customer support, retail, finance, and IT. 

A recent research study forecasts a significant surge in global expenditure on Outsourcing and Shared Services (OSS), reaching £519.3 billion by the end of 2023. This substantial leap from the £409 billion in 2018 underscores the growing importance of outsourcing in optimising supply chain management, streamlining customer service, and refining backend operations.

Considering this significant growth, businesses like yours now have a range of business process outsourcing models to choose from, including:

Seasonal Outsourcing

Retailers experience fluctuations in their operational demands, primarily due to the seasonal nature of their products and services. An illustrative instance is a retail or e-commerce establishment, which typically witnesses surges in customer demand during holiday seasons, Halloween, Christmas, and similar occasions. 

Seasonal outsourcing represents a valuable strategy for securing the necessary support for your business during retail peaks and surges, ensuring a seamless and efficient service delivery. This approach eliminates the need to maintain a more extensive permanent workforce during reduced customer activity.

However, this approach might entail higher costs than alternative models due to increased computational demands and expertise requirements. Thus, careful consideration of the trade-offs is essential before adoption.

During retail peaks and surges, you can ascend to unprecedented success with the Peak Support of Taskaler – the trusted partner renowned for delivering bespoke, scalable, and budget-friendly customer support solutions. Our proficient workforce, equipped with state-of-the-art technology, guarantees impeccable customer support and the seamless optimisation of back-office operations. 

Get in touch with us today and let the facts demonstrate our expertise.

Domestic BPO

A domestic BPO model refers to third-party services provided within the same country where your business is located. This outsourcing model offers local support that helps you achieve your customer experience goals with cost-effective solutions.

In addition to fostering a seamless customer experience, a domestic BPO model often leverages shared cultural understanding and language proficiency, enhancing communication and rapport with local customers. This proximity facilitates real-time collaboration and swift problem resolution.


Offshoring refers to the strategic practice of outsourcing specific business activities or services to a location outside of your home country. This is often done to minimise costs and access global talent. There are two primary categories of offshoring namely regional offshoring & global offshoring.

In regional offshoring, businesses choose to outsource their operations to countries within a specific geographic region. For instance, a company based in North America might opt to offshore some of its processes to a country in Latin America. This allows for cost savings and leveraging the benefits of talent pools within that particular region.

On the other hand, global offshoring takes a more expansive approach, involving outsourcing business processes to locations around the world without being confined to a specific region. This strategy enables companies to establish a presence on various continents, accessing diverse talent and resources. For a retail brand with products and services that appeal to a global audience, this offshoring model allows for the establishment of multiple support centers in various cities across the globe, contributing to the brand’s expansion and global presence.

Amplify your retail success with Taskaler’s global offshoring prowess. Say goodbye to costly operations and hello to a world of opportunities and growth! 


A nearshoring BPO model operates akin to offshoring, focusing on relocating business operations to neighboring countries instead of distant global destinations. Additionally, the BPO model promotes a sense of familiarity and shared business practices, as neighboring countries often have similar regulatory environments and industry standards. This can streamline processes and minimise the challenges associated with navigating diverse international business landscapes. 

Captive BPO

In the Captive BPO model, a company establishes a subsidiary to manage specific business processes. This allows the BPO company to have greater control and customisation in line with the goals of a parent company.

It’s crucial to recognise that this approach may involve higher costs compared to traditional outsourcing, as it integrates services extensively within the subsidiary, going beyond typical BPO requirements. Despite potential increased expenses, the BPO model offers unparalleled governance and strategic alignment, making it an ideal choice for organisations seeking a tailored outsourcing framework.

Space Leasing

This BPO model involves renting office space to BPO clients. Unlike traditional outsourcing, where a company hires a BPO firm for specific tasks, this outsourcing model offers dedicated workspace within the BPO facility. This provides businesses with more operational control while still enjoying shared BPO resources. 

The model promotes collaboration and flexibility in scaling operations, making it appealing to companies with dynamic needs. Essentially, space leasing in BPO combines outsourcing benefits with a personalised workspace, offering a hybrid and adaptable solution.

Staff Leasing

In this model, the BPO partner is responsible for recruiting and onboarding personnel, ensuring their welfare, and facilitating a workspace. However, the client’s in-house team oversees their daily operations. 

Despite potentially being employed by a separate organisation and located in different places, including remote or home-based setups, these employees are treated like internal staff. These staff members may also work from the client company’s premises.


At times, retailers may wish to partially delegate an entire operational function but require assistance from a strategic partner to handle specific aspects of it. In such instances, co-sourcing emerges as a favorable alternative, which entails collaboration between the BPO provider and the client’s in-house team to achieve specific objectives. 

This approach transcends the traditional model of overseeing outsourced personnel and instead fosters a unified team, seamlessly integrating them as if they were part of the same organisation. 

How is Taskaler Cutting Edge in the Industry?

Taskaler stands out in the industry by leveraging cutting-edge software solutions like Zendesk, Freshworks, ClickUp, and Hubstaff, along with applications such as Digital Genius to enhance customer support and engagement processes. By incorporating Web Services like Amazon Web Series, we ensure scalability and reliability to our clients.

This forward-thinking approach streamlines communication and helps us provide you with automated, accurate data-driven insights promptly. These insights furthermore lead to informed decision-making, contributing to cost-efficient, high-quality, and scalable services that meet your operational needs.


  1. What are the three major categories of BPO names?

The three major categories of Business Process Outsourcing are Offshoring, Seasonal Outsourcing, and Global Outsourcing, each offering distinct advantages for diverse business needs.

  1. What is the niche model of BPO?

In the Niche BPO Model, the primary objective is to enhance the efficiency of company operations through a collaborative partnership with the organisation. The outsourcing partner and the client share responsibilities and risks, working together to achieve operational excellence, cost savings, and improved performance in specialised business areas.