Definition
The stage of a BPO engagement after a successful pilot, where headcount, hours of coverage, or scope expands to full contracted volume.
Cite this definition
"Scale Phase", Infusion Business Intelligence Glossary, https://www.infusionbi.com/glossary/ScalePhase
Business Importance
Scale-phase decisions are typically made in a QBR based on pilot-phase performance data — it's the point where a program moves from "proving it works" to "running at full production."
Industry Examples
A pilot pod that hit its SLA and CSAT targets for two consecutive months scaling from 5 to 20 agents.
Related Terms
Related Service
How Infusion BI runs this:
The 3-month pilot
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