Doug began his career at MCI in 1992 where he was introduced to large inbound and outbound call center operations that drove the 2nd largest long distance company at that time. Over the years, Doug has been responsible for outsourcing large sales and service operations to BPO vendors all over the world. Doug led global vendor management teams that were responsible for driving the performance of as many as 5,000 FTE’s across multiple BPO’s located domestically, near-shore and offshore.
Doug has vetted the call center market on five different continents in 20+ countries over his 25 year career. In that time, Doug was exposed to many different types of vendor organizational structures, best practices, industry knowledge and much more. The outcome is that Doug knows what drives successful operations and conversely what impedes organizations from performing their best.