Definition
A staffing model where outsourced personnel work as an extension of a client's existing internal team, under the client's direct process and management, rather than as a fully managed independent function.
Business Importance
Staff augmentation suits clients who want outsourced capacity but intend to keep process ownership and day-to-day direction in-house — a different engagement shape than a fully managed BPO pod.
Industry Examples
A client's in-house support manager directly assigning tickets to augmented agents alongside their own employees.