Operations

Operations

Operations · Feb 11, 2026

Why We Carry $2M in Professional Liability Insurance

Most BPOs don't talk about insurance. We think that's a problem. Here's why Callnovo invested in comprehensive CGL and E&O coverage — and why it should matter to every client evaluating an outsourcing partner.

Manny Xu

6 min

Operations · Feb 9, 2026

What Managing 105 Agents Across 40 Accounts Actually Looks Like

Neil Fernandez has spent 35 years in customer service and 10 years at Callnovo. In this candid interview, he shares what running a BPO operations floor really involves — the 5 messaging apps, the power outages, the toilet paper on his desk, and why product knowledge matters more than perfect English.

NF Neil Fernandez

9 min