Latest Articles

October 3, 2016

Ever wonder how a hurricane might affect your BPO in Jamaica? Enter Matthew.

Since I am propounding to be expert in Jamaica call centres here some examples of what they are doing today;  Monday, October 3 2016 Phil, We have taken the necessary presentations by ensuring that our server room and other equipment are secured and waterproof. Our senior management team has been in constant communication with […]
October 2, 2016

JAMPRO President Comfortable With Attrition Rates Among Call Centre Employees | Jamaican Gleaner

JAMPRO President Diane Edwards has questioned claims of a high turnover rate in the industry. “High is a relative term … so I would challenge you on a perception that turnover is high. High relative to what?” she asked in an interview with The Gleaner. Comparing data from India and […]
October 2, 2016

The 3 Most Ask Questions About Agents in Jamaica

While I have been speaking to people regarding opportunities in Jamaica I have been getting the same three questions over and over so I thought I’d like explained them here. The first question that is pondered is can you understand the agents? My answer is clearly yes. The first time […]
September 21, 2016

Where is Waldo Calling from? Near shore or Offshore. Where should you place accounts and BPO work?

There have been a lot of discussions over the last few months with my clients and in the media about collection agencies and creditors moving work offshore. The BPO (Business Process Outsourcing) biz is growing due to the reduced profits and squeezing of contingency rates that the industry is experiencing. […]
March 12, 2014

How are you dialing consumers today? Whats your risk level?

By Phillip W. Duff, CEO of Lighthouse Consulting As a consultant to the debt collection industry over the last 15 years I have seen many ways to complete the same job. Some companies are risk adverse and other companies embrace the risk. So what is your risk level with the […]

Author Info

Phillip W. Duff

Phillip W. Duff the Founder of Lighthouse Consulting was trained in Six Sigma while working for Bombardier Capital in 2001, and is highly successful helping organizations improve their processes using the Six Sigma methodology. Mr. Duff has consulted with numerous companies over the last 10 years and has shown the ability to enact cultural change in a company. He has also initiated programs proven to drive positive revenue growth both as an employee and a consultant. His focus is to help CEO’s with a focus on growth. His knowledge of technology and background in debt collections have combined to help companies automate processes and identify which processes provide profits. Mr. Duff has also developed a unique process of initiating cultural change as a part of developing a revenue-driven atmosphere in a variety of formats. This unique philosophy and technique are unseen to date. His substantial experience in the collection industry, Six Sigma core competency and extensive industry relationships can provide you and your team a matchless perspective into your accounts receivable business or any business strategy.