Newsroom

May 2020

May 21, 2020 SYNDICATION

The Good Men Project

The Good Men Project Syndicates Mike Dershowitz's Medium Blog
 

The Good Men Project was created "to start an international conversation about what it means to be a good man in the 21st century." After pitching one of Mike's articles, the collective group of writers and editors from TGMP has chosen to syndicate the Medium blog of Fair Trade Outsourcing's CEO and founder. See all of Mike's body of work syndicated here.

April 2020

April 1, 2020 FEATURE

Contact Center Pipeline Magazine

Don't Reduce People to Numbers… or Should You?
 

Right from that start, you can plan the journey your employees will take throughout their employment with you and that begins with pre-employment benchmarking. Seeking the right person for the job through is simply the first step toward workforce development.

April 1, 2020 FEATURE

Contact Center Pipeline Magazine

Upskilling the Contact Center Workforce
 

The “push” of information will also require agents to become better human filters of information for clients. That’s a lot of what agents in contact centers do today—interpret for callers. This will only accelerate, now that AI tools will be another “pusher” of information to the agent.

April 13, 2020 FEATURE

ContactME

Upskilling the Contact Center Workforce
 

Contact Center Pipeline's Susan Hash writes about workforce development in the midst of a pandemic. She gathers input from several business leaders in the BPO industry, including Fair Trade Outsourcing's CEO Mike Dershowitz. For Mike, agents will have to become better human filters for customers, providing clarity and assurance as they interpret data for the consumers.

April 22, 2020 FEATURE

CH Consulting Group Blog

The Future of the Contact Center: A BPO With a Social & Economic Impact
 

The CH Consulting Group has featured Fair Trade Outsourcing and its eponymous business model in its latest blog. The article delves into FTO's stellar performance as a fair trade BPO, providing data-driven insights into the effectiveness and efficiency of this one-of-a-kind methodology.

March 2020

March 2, 2020 FEATURE

Contact Center Pipeline Magazine

Giving Tenure Vs Merit Increases Erodes Productivity in Your Agents
 

At Fair Trade Outsourcing, we have abolished tenure raises, giving merit raises only. This means that the only way for an agent to make more money on a monthly basis is to perform in a way that increases the value of their labor hour to themselves, our clients and the company.

March 4, 2020 FEATURE

Mike Dershowitz on Linkedin

Moving the Breaking Point of Your Employees
 

I define "breaking point" as where, in the agent's mind, they will sacrifice goodwill at their work in order to remedy the immediate personal struggle they are facing. Essentially, it's when they subordinate their job (our company) to their most urgent problems.

March 11, 2020 FEATURE

Contact Center Pipeline Blog

Are Microskills the Key to Surviving the Bots?
 

With automation coming to replace low-skilled workers, microskilling creates more opportunities for humans to do the work that bots can't or work that aren't repeatable enough to warrant an investment to create a bot that can do it.

March 27, 2020 FEATURE

Mike Dershowitz on Linkedin

The Living Wage vs Market Wage and Why You Shouldn't Compromise
 

At the end of the day the livingwage is about people's lives because it's consumption-based. It's about how people live their lives and what is reasonable and what is not. What is moral, ethical, and what is not.

February 2020

February 12, 2020 REPUBLISHED

Contact Center Pipeline Blog

The Consolidation Trend Will Further Hurt Quality in the Contact Center
 

The rule of 150 can improve quality and employee engagement in the large contact center environment. How do we know? Let’s look at ants.

February 24, 2020 FEATURE

Mike Dershowitz on Linkedin

Removing Poverty from Our Supply Chain is a Feature, Not a Bug
 

We charge the same price as competitors, but have organized our supply chain to fight poverty while doing business.We've just decided that in the people-intensive business of outsourcing, we don't want to be in a contract with a client unless it's fair trade.

February 26, 2020 PODCAST

Mike Dershowitz on Benchmark Portal

Living Wage vs. Market Wage: Pros, Cons, Whys and Hows for Contact Center Managers
 

BenchmarkPortal CEO, Bruce Belfiore, discusses with Mike Dershowitz, Fair Trade Outsourcing CEO, the the market and corporate forces that push us to offer compensation based on market conditions, and about the human and political elements that push toward offering 'living wage' compensation.

February 28, 2020 FEATURE

Mike Dershowitz on Medium

What is a Non-Poverty BPO Company?
 

A Non-poverty BPO takes a lot more work than a regular BPO. There’s no doubt about it — you will have to worry about a lot more things in your operations and your Agent’s lives than you thought possible.

January 2020

January 9, 2020 FEATURE

Mike Dershowitz on Linkedin

The $15 Per Hour Minimum Wage is a Shiny Object
 

Why have we all coalesced around $15/hour - and where did it come from? Economic conditions are varied around the country - at $15/hour you're below the single-person poverty line in San Francisco, but in Philadelphia, at that rate you can almost touch the middle class.

January 20, 2020 FEATURE

Mike Dershowitz on Linkedin

Minimum Hours Are Just As Important As Minimum Wage
 

Rather than choose the lazy way out, why don't we think about two key components of compensation that employers have control over? One is full-time employment, which is around 40 hours/week, and another is the longevity of employment.

January 24, 2020 FEATURE

Mike Dershowitz on Linkedin

Employee Engagement Begins When You Meet Your Agents'​ Basic Needs
 

While you can probably dispense with focusing on the self-actualization bit for now, you cannot 100% ignore the "physiological needs" that form the base of Maslow's pyramid. Meeting these needs means your agents must have a living wage that can cover their most basic economic needs.

January 29, 2020 FEATURE

Mike Dershowitz on Linkedin

How Living Wage Fuels Employee Engagement
 

Make the economics work for your employees. If you take care of them, trust me, they will take care of you. That's what you call "engagement."

December 2019

December 2, 2019 FEATURE

Contact Center Pipeline Magazine

The Consolidation Trend Will Further Hurt Quality in the Contact Center
 

The rule of 150 may not be a cure-all, but if nothing else, you’ll know that you’re managing your teams in line with human biology and neurology, instead of forcing it into your perceived organizational abstractions.

December 5, 2019 FEATURE

Mike Dershowitz on Medium

What the Banerjee-Duflo-Kremer Nobel in Economics Means for the Poor
 

As an entrepreneur who is dedicated to developing a market-based solution to get families out of poverty at scale, I can tell you that multi-year and multi-pronged is what is needed. This year’s Nobel in Economics will be remembered for putting a very definite stake in the ground refuting all the skeptics out there — that market-based, searched-for solutions can’t work at scale.

December 12, 2019 ANNOUNCEMENT

Global Impact Sourcing Coalition

Fair Trade Outsourcing Pledges 150 New Hires for Impact Sourcing Challenge
 

The Global Impact Sourcing Coalition or GISC has accepted the pledge of Fair Trade Outsourcing to hire 150 new impact workers for the 2020 Impact Sourcing Challenge. Read all about Fair Trade Outsourcing's pledge here.

November 2019

November 1, 2019 MEMBERSHIP

The Chamber of Commerce for Greater Philadelphia

Member Directory: Fair Trade Outsourcing
 

The Chamber of Commerce of Greater Philadelphia has officially published Fair Trade Outsourcing on its online directory for its members. FTO's address in the US, its website, and contact information are included.

November 4, 2019 FEATURE

Contact Center Pipeline Magazine

America's Top 200 CEOs Want You to Fight for Your Agents
 

Companies that prioritize their employees do better than those that don’t. When companies treat their employees better, they’ll do better work, and customer service and work quality will improve. Learn three business practices that are proven to bring in the best results.

November 11, 2019 EVENT

The Chamber of Commerce of Greater Philadelphia

Business for Social Good: Why CSR Matters to Your Talent, Investors, and Clients
 

Fair Trade Outsourcing joins the Chamber of Commerce of Greater Philadelphia at the Business for Social Good forum to spread the good word on why corporate social responsibility matters to any organization's talent, investors, and clients.

November 19, 2019 REPORT

Fair Trade Outsourcing

The Next Generation Impact Report
 

As we go into the last quarter of 2019, we're releasing our Next Generation Impact Report, which presents a more comprehensive view of our Agents' economic lives as seen through their household's spending habits.

November 29, 2019 EVENT

Mike Dershowitz on Medium

Workforce Development Through Microskilling & Fair Trade Outsourcing
 

Jobs are no longer monolithic; they’re as dynamic as we’ve ever seen them in the history of human work, and they will continue to become more dynamic. Pardon the cliche, but we all must become life-long learners.

October 2019

October 8, 2019 PRESS RELEASE

Fair Trade Outsourcing

Fair Trade Outsourcing Announces Expansion in Iloilo City Facility
 

Fair Trade Outsourcing, which was formerly known as Rethink Staffing, held a blessing ceremony on October 2, 2019 for its second production area on the third floor of One Lorton Building on Ledesma Street, Iloilo City.

October 10, 2019 PRESS RELEASE

Mike Dershowitz on Medium

Introducing Fair Trade Outsourcing (formerly Rethink Staffing)
 

We’re certain that Fair Trade Outsourcing — both the company and the methodology — gives the industry its best opportunity in years to solve the chronic problems it now faces. We hope you will join us in this journey for change that affects almost 100 million people globally.

October 21, 2019 REPORT

Fair Trade Outsourcing

Fair Trade Outsourcing Joins Iloilo Innovation Expo 2019

 

Fair Trade Outsourcing has set up a booth at the Iloilo Innovation Expo and joined the 11th NICP ICT Summit at the same time at the Iloilo Convention Center from October 21 to 25.

October 24, 2019 FEATURE

Contact Center Pipeline Blog

When People Are Your Business, Behavior Is Your Product
 

In the contact center, our business is people. On the surface, it may appear that our business is service, infrastructure or technology. But, its true power is people serving customers. If you want to grow your business, your top priority is the happiness of your workforce.

July 2019

July 31, 2019 REPORT

The Fourth Impact Report

We Continue to See Progress in Our Work
 

In our latest Impact Report, the fourth we have published since we began this initiative, our efforts continue to effect change, not only in our Agents’ lives but also in the way we measure and interpret the data. We have matured a lot in both how we’re making an impact as well as in our understanding of how to make that impact stronger and sustainable.

May 2019

May 3, 2019 FEATURE

Contact Center Pipeline Magazine

High Absenteeism? Consider Your Agents’ “Breaking Point”.
 

I define “breaking point” as where, in the agent’s mind, they will sacrifice goodwill at their work in order to remedy the immediate personal struggle they are facing. So, how do we (and you) move your agents’ breaking point?

May 3, 2019 REPORT

The Third Rethink Impact Report

Expanding Our Social and Economic Impact
 

This Third Impact Report makes us feel we’re starting to hit our stride in how we impact people’s lives in our Philippine delivery center. We’re making progress in the way we measure our social impact as well the quality of impact work we’ve been doing.

March 2019

May 20, 2019 NEWS

Bureau of Internal Revenue Philippines

Bureau of Internal Revenue Philippines names Fair Trade Outsourcing among top withholding agents.
 

It’s an honor and point of pride to be included in this list. It means Rethink Staffing is considered as one of the large taxpayers in the country or one of the top 20,000 private corporations in the Philippines.

March 19, 2019 EVENT

Professional Association for Customer Engagement, PACE

PACE Convention and Expo ACX’19
 

Join Rethink CEO, Mike Dershowitz, at the 2019 PACE Convention and Expo #ACX19 from March 31st to April 2nd at the Hyatt Hill Country Resort and Spa in San Antonio, Texas. Listen to the most informative, content-rich presentations and join high-level networking events available for today’s contact center executive leaders. You will hear directly from industry experts, from global brands like, Google, Amazon, Uber, Hulu, Ring and many more. To register, or learn more about the event, visit www.paceacx.com

May 20, 2019 FEATURE

Avcomm Solutions, Inc.

Will Video Conferencing make you regret referring to your contact center as ‘multi-channel’? Consider these issues.
 

The upside to video consumer service is that when it’s good, your agents feel much better about helping their consumers and the thanks they receive make a much larger impact on them.

February 2019

February 6, 2019 FEATURE

Contact Center Pipeline Magazine

It All Begins with Good Health
 

When you make health care a human right and prioritize your company’s role in providing it to agents, it gives your agents a sense of security that allows them to perform well in their jobs. That, in turn, lowers company costs (like retraining and absenteeism) and increases your profits.

January 2019

January 24, 2019 PODCAST

Business Radio Powered by The Wharton School, SiriusXM Channel 132

Dollars and Change with Rethink CEO Mike Dershowitz
 

Rethink CEO Mike Dershowitz talked about fair trade outsourcing, creating social and economic impact and bringing back middle-class potential in America’s inner cities and developing countries.

December 2018

December 31, 2018 REPORT

The Second Rethink Impact Report

See What Our Second Impact Sourcing Report Reveals About Us
 

Rethink was established not just for the sole purpose of making a profit and helping you make a profit. We also want to make a strong impact on the lives of our employees. This special report shows some expected outcomes, and also some surprises.

November 2018

November 8, 2018 FEATURE

Avcomm Solutions, Inc.

A Few Words of Inspiration for My Sales Team
 

Progress is made in the aggregate. No great labor or achievement was accomplished in one isolated action of such instantaneous, conjured power. Just ask any accomplished athlete, musician or scientist.

November 14, 2018 FEATURE

The Philadelphia Citizen

Business for Good: Rethink
 

A Bryn Mawr entrepreneur plans to offer a living wage, with benefits, for workers at his new call-in center in Kensington. He says it doesn’t make him a do-gooder though. Like any businessman, he wants to make a healthy profit.

November 27, 2018 FEATURE

Contact Center Pipeline Magazine

Create Safety or You’ll Never Get Performance
 

You can do a lot to improve your contact center if you start thinking about safety way more than you do already. Your agents must feel personally safe, must feel safe to change things when the situation warrants it, and must also feel safe to fail every once in a while.

October 2018

October 1, 2018 CAREERS

Campus Philly

Join Rethink Philly Outsourcing Center
 

A fair trade outsourcing center offers middle-class employment to the people of Philadelphia. The company aims to pay higher than minimum wages to create social and economic impact on agents’ lives.

October 10, 2018 VIDEO

Jim DeLorenzo’s YouTube Channel

Jim DeLorenzo P.R.- RVNTV’s “Press Conference” with guest Mike Dershowitz
 

In this episode of RVNTV’s “Press Conference”, our guest Mike Dershowitz, CEO of Rethink talks about bringing the lessons and successes of Rethink Staffing in the Philippines to Philadelphia.

October 21, 2018 EVENT

Society of Consumer Affairs Professionals in Business, SOCAP International

Sponsor Spotlight: Rethin
 

We are thrilled to be sponsored by such a caring and revolutionary company. Rethink was one of our sponsors at Re-Imagine Customer Care held in Salt Lake City, Utah on October 21 to 24, 2018.

October 17, 2018 FEATURE

Contact Center Pipeline Magazine

Don’t Ignore the Economics of Your Contact Center
 

Better paid employees leave less often, show up for work more often and are easier to manage. Show them how all of the money spent on managing attrition and absenteeism can be put back into wages.

October 17, 2018 VIDEO

RadioVision Network, RVN TV

Mike Dershowitz Talks about Creating Social and Economic Impact in Business
 

In this episode of RVNTV’s “Press Conference”, our guest Mike Dershowitz, CEO of Rethink talks about creating social and economic impact by bringing back middle-class employment to Philadelphia.

September 2018

September 10, 2018 FEATURE

Professional Association for Customer Engagement, PACE

Do You Have Centers In Just One Country? Today, You’re Losing Growth; Tomorrow, You Could Be Losing Business.
 

Managers always must be looking at the economics of their individual situations to determine where in the world the work can best be done, considering cost, quality, production and Agent Happiness.

September 18, 2018 PRESS RELEASE

Iloilo Today

Rethink Inaugurates New Site in Iloilo City
 

Rethink’s inauguration of its new site on the second floor of One Lorton Building in Iloilo City was attended by Iloilo Today blogger, Mr. Nonoy Taclino.

September 24, 2018 PRESS RELEASE

Newswire

Rethink Commits to Philadelphia and Kensington, Bringing a Visionary Approach for a Fair Trade Call Center and a Living Wage to the Region This Fall
 

Rethink opens its 3,000-square-foot Philadelphia Fair Trade Call Center in MaKen Studios South at 3401 I Street in the Kensington neighborhood of Philadelphia.

September 24, 2018 PRESS RELEASE

Digital Journal

Rethink Commits to Philadelphia and Kensington, Bringing a Visionary Approach for a Fair Trade Call Center and a Living Wage to the Region This Fall
 

Rethink opens its 3,000-square-foot Philadelphia Fair Trade Call Center in MaKen Studios South at 3401 I Street in the Kensington neighborhood of Philadelphia.

September 30, 2018 REPORT

Mike Dershowitz on Medium

The First Rethink Impact Report
 

Rethink Staffing’s first social impact report is the data, the results to support the ideas about which I feel so passionate - the BPO industry’s ability to lift people out of poverty.

August 2018

August 3, 2018 FEATURE

Professional Association for Customer Engagement, PACE

Worried About Employee Engagement? Are You Getting It Wrong From The Start? Start Talking “People” Instead Of “Seats”
 

Ultimately, your clients hire you to get performance out of people at scale. How should you do it? You do it by treating them like humans, not like “resources” that are there to fill the all-mighty seat.

August 20, 2018 FEATURE

Professional Association for Customer Engagement, PACE

Don’t Ignore Reality: Employee Engagement Begins In Agents' Pockets
 

Show them how better paid employees leave less often, show up for more more often, and are easier to manage. Prove how all of that money your call center is spending on managing attrition and absenteeism can be put back into wages.

July 2018

July 18, 2018 PODCAST

Benchmark Portal

Fair Trade Outsourcing: Sustainable, Ethical and Profitable
 

Ultimately, your clients hire you to get performance out of people at scale. How should you do it? You do it by treating them like humans, not like “resources” that are there to fill the all-mighty seat.

June 2018

June 5, 2018 EVENT

Internet Retailer Conference and Exhibition, IRCE

Rethink exhibits as Fair Trade Call Center and Labor Outsourcing Company in IRCE
 

Rethink was one of the exhibitors at the 14th Annual Internet Retailer Conference & Exhibition (IRCE) that was held on June 5 to 8, 2018 at the McCormick Place West in Chicago, Illinois.