Definition
The stage of a BPO engagement after a successful pilot, where headcount, hours of coverage, or scope expands to full contracted volume.
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.