Business Process Outsourcing

Choosing the Right BPO Company With a 12-Question Scorecard Buyers Actually Use

Read Time: 17 minutes

Introduction

Choosing the right BPO provider for your company means finding the right operational and cultural fit. Without knowing what to look for in a service model, decision-makers can be swayed by an enticing sales pitch, leading them to choose a BPO provider based on the quality of the sales presentation over the quality of the operation. This article gives a structured outsourcing vendor evaluation framework to accurately gauge fit and expertise, enabling you to assess accuracy, governance and control, and innovation of potential delivery models. Use these 12 questions to understand how to evaluate a customer service BPO to choose a partner that will drive the outcomes you seek.

Key takeaways

Look beyond hourly rates when evaluating BPOs. Focus on Total Cost of Ownership rather than the lowest price.
Evaluate the provider’s operational capabilities — not just the sales pitch. Meet the team that will manage your account to assess performance throughout the entire relationship.
Assess providers across four critical dimensions: operational capability, technology, people model, and commercial structure. Using a weighted scorecard helps compare vendors objectively based on your business priorities.
Protect your business with a strong contract and SLA. Negotiate to ensure accountability and minimize risk.

Why most BPO evaluations fail before they start

Successful BPO partnerships require a clear, accurate, and realistic vision. Without an effective evaluation strategy, buyers set their project up for failure before it even begins. Failing to understand how to choose a BPO provider leads decision-makers to falling for empty promises and evaluating vendors on incomplete or biased criteria.

Learn what pitfalls to avoid in your BPO evaluation and selection process to not only ensure outsourcing is the right move for your business, but also to get your outsourcing strategy right.

The 3 evaluation mistakes that lead to a bad contract

Preconceived notions can detract from necessary provider criteria, prompting people to over-value factors such as upfront cost-savings or under-value more in-depth services that get the most out of a contributor.

Avoid the following mistakes to craft a contract that not only works for you in efficiency improvements but also with you in transforming operations into proactive strategy.

1.Evaluating on price-per-hour without modeling Total Cost Ownership (TCO).

While the potential to save on operational and overhead costs is a major selling point, cost savings aren’t the end-all-be-all of outsourcing. The cheapest models lack vital services for brands looking to make substantial business improvements. Focusing on savings can also hide costs of fluctuating demand needs, exceptions or rework, technology implementations, or additional services.

To build a realistic budget, consider Total Cost of Ownership. TCO captures the full financial cost of acquiring, operating, and maintaining an outsourced service over the entire partnership. These key components are vital for ensuring you’re accurately paying for all necessary services.

Delivery cost: The base hourly or monthly rate.
Onboarding and training: Setup, documentation, and program development and implementation.
Communication and coordination: Aligning time zones, following through on business review meetings, and collaborating for continuous improvement and decision-making.
Governance and Quality Assurance: Establishing oversight, particularly over AI tools, and establishing a framework for quality and compliance monitoring.
Exception and rework: Defects, missed deadlines, issue resolution costs.
Risk management and compliance: Frameworks, controls, and audit trails for capturing, escalating, resolving, and documenting issues of non-compliance.
AI tools: Costs of AI features and technologies and human governance strategies.
End-of-life: Costs of closing a contract, migrating data, or replacing unavailable services.

A high-quality customer service BPO provider goes beyond hourly pricing to define expectations and determine value. Transparent pricing shows how services add real value to your business.

2.Accepting vendor-provided references without speaking to churned clients.

While active accounts help you assess real-time satisfaction, perspectives from past clients inform what it’s like to actually work with a provider, from project start to completion. These perspectives provide a look into the BPO vendor’s expertise, reliability, operational framework, pricing model, and service quality that a sales pitch might gloss over.

Churned clients give you deep insights into how a vendor handles challenges, disagreements, and conflicts. But churn itself isn’t necessarily a red flag. Partnerships end for a variety of reasons:

Changes in management
Short-term project expectations from the start
Market conditions out of either party’s influence

The end of a BPO partnership might not always be as important as the work provided and the benefits achieved as a result of the relationship.

When interviewing churned clients, gather information about each party’s expectations and how the BPO provider met, exceeded, or failed to meet them while taking these factors into account:

Budgetary constraints
Internal operational flexibility
Flexibility and scalability of the BPO provider
Communication style and cadence
Reporting transparency
Service reliability
Regulatory compliance
Onshore, nearshore, or offshore nuances

Understanding the inner workings of a real outsourcing relationship will help you picture how a provider will work with you while showing you how to make even better outsourcing decisions.

3.Failing to evaluate the operational team vs. the sales team.

True outsourcing experts don’t just make claims with flashy numbers; they know what those stats mean and can produce similar results through established processes. Take note of how sales and operational teams unify processes, goals, and strategies to make an impact in your business and your industry.

They know the industry and subject matter.
They understand quality work, sustaining results with the appropriate infrastructure and expertise.
They bridge gaps between sales and operations to align daily and big-picture goals.
They involve the teams that will own your account in the sales process so you can ask questions, define expectations, and build a powerful game plan together.

Tip: Ask for case studies that demonstrate processes targeting the challenges you’re facing to evaluate their work and impact in your industry.

What vendors optimize their pitch to hide

Cut through the sales fluff by keeping a sharp eye out for pitches that emphasize insufficient strategies or focus on irrelevant Key Performance Indicators (KPIs) to illustrate their effectiveness. Beware these common tactics that distract from low-quality work or models.

Attrition rates on client accounts

Do they actually have a lot of experience in your industry, or have they just been really good at capturing attention and selling an idea? Ask about projects that have started and failed to take off to uncover the scope of their expertise in your area.

Average Handle Time vs. quality score tradeoffs

Outsourced agents can significantly slash handle times simply by taking over your overwhelm. While this is a win, a mature provider should do more than just shave seconds off an AHT. Assess how a team improved quality and customer experience as well as efficiency to determine ideal fit with a BPO provider.

How “dedicated” their dedicated model actually is

Staffing agencies deploy temporary workers or shared agents to handle fluctuating demand or seasonal needs. Some BPO companies may rely on shared agents for short-term needs while claiming to use dedicated agents to meet higher expectations for quality and attention given to a business.

This can be highly problematic as a vendor charges you for expertise and hours of coverage you won’t actually receive.

Ask how the company accesses, onboards, trains, and manages dedicated agents for the lifecycle of your relationship. The right partner should guarantee that they do, in fact, employ agents that work for you and only you, even for short-term projects.

The 4 dimensions every BPO evaluation must cover

Optimize your search by covering what makes a high-quality outsourcing partner with critical BPO evaluation criteria. These four dimensions of an expert BPO company will help you know how to evaluate a customer service BPO. Find one that stands out, aligns with your vision, and facilitates a smooth project turnover.

Dimension 1: Operational capability

From agent training and coaching to Quality Assurance tracking and improvement, an operational presentation should clearly define audit trails for issue resolution and Workforce Management tools and strategies for optimized efficiency. Reporting cadence covers day-to-day supervision notes, weekly scorecards, and monthly reviews to assess performance and improvement.

BPO companies should use Business Continuity Planning (BCP) to communicate how they maintain operations during and after disruptive events such as natural disasters, cyber-attacks, or supply chain failures.

BPO providers should know how to identify risks and protect assets, personnel, and operations. They should have recovery strategies, communication plans, and testing in place to ensure readiness.

Dimension 2: Technology stack

A tech-forward company doesn’t just say they’re tech-forward; they prove it. They should leverage advanced platforms and automations to deliver higher value without expanding headcount.

Demos and demonstrations should seamlessly and securely integrate with your CRM. AI-powered tools enhance efficiency, boost quality, and optimize costs in reduced workloads, improved CX, 24/7 coverage, and intuitive interfaces and omnichannel platforms.

Dimension 3: People model

Choosing between dedicated vs. shared agents requires that brands decide what type of value they want from their workers. Do you want the cheapest option with lower agent responsibility? If so, a shared model may be the most appropriate route. But if you want to cut down on attrition and associated costs, deepen training for greater retention and brand expertise, and increase tenure for better relationships and group knowledge, a dedicated model is the ideal option.

Tip: While optimized workforces optimize costs, remember that humans drive connections that fuel engagement, retention, and loyalty. Choose a provider who uses AI and humans in the loop to enhance CX and fuel business and customer success.

Dimension 4: Commercial structure

Based on your needs, a BPO company should develop a framework that goes beyond the scope of work to set the economic and contractual foundation of the partnership. This defines the pricing model, sets a Service Level agreement, defines exit rights, and sets ramp-up and ramp-down guarantees.

Why it’s important: A commercial structure protects both parties by preventing disputes over costs and deliverables, supporting long-term goals, and providing transparency in financial and performance obligations.

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The 12-question scorecard: What to ask, what good responses look like, and what's a red flag

Your BPO provider interview is when you should know what to look for in a BPO partner: what BPO contract evaluation criteria to prioritize or avoid. Use this time to check for warning signs and assess governance, accountability, and delivery discipline. Get a feel for what indicates process strength and high- or low-quality work by asking these questions and understanding what makes an ideal response and one to stay away from.

Questions 1–4: Operations and QA

These operational and QA questions, responses, and red flags will prepare you to accurately evaluate BPO competency. Analyze processes and nuances to understand how the provider defines success and anticipates getting there on a mutually agreed-upon timeline.

Example question	What a strong answer looks like	Red flag to watch for
What tools do you use to ensure consistent levels of service among global agents?	We benchmark existing top performers for training and QA scoring. We also implement AI-powered auto QA tools to monitor every interaction while using human-in-the-loop governance over escalations or complex matters.	Sales-heavy language without operational involvement; Weak or absent QA processes
What does your QA sample rate look like?	Target QA rates depend on a variety of factors, including the client’s industry, historical scores, and goals. For a project similar to yours, we improved QA by 17% over one year.	Overpromising on capability; Emphasizing average scores without monthly variance; Failing to acknowledge trade-offs between quality, speed, and cost
Who owns QA — you or the client?	This is up to the client: Client ownership offers direct control over service quality while provider ownership empowers expert scalable QA processes and efficiency improvements. Shared ownership reduces oversight for our clients while aligning standards and integrating technology tools for centralized QA.	Vague or unclear roles and responsibilities, including who owns exceptions
What happens if CSAT drops below threshold three months in a row? Show me the SLA clause.	A sample SLA clause for CSAT triggers alerts to managers and operations teams, activating workflows and logging the event for audit and performance review. In this case, we would investigate the root causes of the low scores and implement training or corrective actions to bring CSAT back in range.	Providing unrealistic scores without processes; Lack of follow-up on low CSAT cases; No integration with other CX metrics

Questions 5–8: People, attrition, and training

Agents will be a new face of your company. Understand how a vendor vets, trains, and coaches them for agent, customer, and business success.

The average age of call center agents varies by a number of factors, including region, expertise, job title, opportunities for mobility, training, wages, and industry. To calculate attrition rate, use this formula:

Attrition Rate = (Number of Churned Employees / Average Number of Employees) x 100

Ask for the most common reasons behind turnover to see how your values align. Compare answers against attrition rates from similar industries to identify outliers and projects to investigate.

Example question	What a strong answer looks like	Red flag to watch for
What is your average agent tenure on accounts of our size?	For a client of a similar size, industry, and project type as yours, we have seen average attrition rates of 3%.	Ambiguous or abnormally high rates; No understanding of root causes of attrition
What is your attrition rate on dedicated accounts?	Attrition rates for dedicated healthcare agents based in the US taking urgent calls and insurance queries is 27%.	High attrition outside of the critical retention period (first 12 months); High burnout
Can I speak with a client you lost, not just one you retained?	Here are a few referenceable clients who are no longer with us. Can I also send some case studies to look over?	Poor communication or collaboration; Lack of feedback cycles or retention strategies
How do you streamline training without risking proficiency?	We gather all existing training materials, learn from your current trainer, develop Standard Operating Procedures, and utilize AI-powered training when applicable to condense materials into easily navigable formats. Gamified learning, hands-on simulations, and continuous coaching boost agent confidence and reduce speed to proficiency.	Prioritizing onboarding speed over quality; No integration with brand or cultural training; Limited training after onboarding

Questions 9–12: Technology, compliance, and commercial terms

These critical areas have a direct impact on efficiency, quality, and your bottom line. Look for structure and clarity in responses for a contract set up for success.

Question	What a strong answer looks like	Red flag to watch for
What technology and infrastructure do you have in place to support your services?	Our internal systems, telephony platform integrations, and AI tools enhance productivity and enable seamless scalability.	Outdated platforms; Limited scalability; High downtime; No automation
How do you ensure the security and confidentiality of my data?	We classify and protect data in compliance with HIPAA, ISO 27001, SOC 2, and GDPR. We utilize firewalls, encryption, access controls, and regular security audits to reduce risk.	Over-reliance on AI with no human governance over security and quality checks
How do you handle data breaches or security incidents?	We follow a detailed breach response procedure to handle security incidents. We immediately contain the issue and start an investigation, notifying stakeholders and IT. We then eradicate malware and facilitate recovery. In a post-incident review, we document lessons learned, update policies, and strengthen controls while clearly communicating updates.	Insufficient processes; Limited expertise; Limited follow-up or security adjustments
How does your pricing compare with other BPO companies in the market?	We offer competitive rates, and unlike other BPOs, we waive administration, implementation, and setup fees. Can I prepare a proposal with pricing estimates tailored to your needs?	No transparency on cost drivers; Lock-in without flexibility; Price is the only selling point

What to look for during a site visit or virtual operations tour

Virtual or on-site tours give buyers a real look at day-to-day setups, workforce management, processes, and BPO culture. The energy of the space and those in it will help you gauge the mood and productivity of agents and how well operations live up to your standards of professionalism and security. These factors and more are monumental in assessing proper fit.

What to observe vs. what to ask during the tour

Most buyers accept a vendor-controlled demo without any independent observation. Take control of the evaluation by minding these key observation points and asking these BPO site visit questions:

Accessibility: A space sets the tone for agent outlook and workforce integration. Consider how easy it is to travel to the location or navigate its offices, from parking and public transport access to clear entrances, elevator functionality, and clean, well-lit, comfortable workstations.

Ask: How is access controlled with physical security measures?

Organization: Observe technology infrastructure and account layout. Are stations set up by client or by skill queue? See if you can identify agents by their assigned account. Take note of the QA station and any operational processes or tools for corresponding tasks.

Ask: How do virtual and on-site coaching efforts vary?

Professionalism, engagement, and culture: Consider how staff engage with visitors and employees. Avoid overly defensive or evasive vendors. Take confidence in teams proud of their work who enthusiastically collaborate and foster a positive work culture.

Ask: What processes are in place to reduce burnout in peak seasons?

Training and productivity: Observe how agents are updated and supported, in both training and in day-to-day tasks. Look for visible KPI dashboards or productivity indicators. Sit in on a live call to evaluate skills, knowledge, and policy adherence.

Ask: How do training, career growth, and team dynamics affect productivity and attrition?

The 5 things to look for in a virtual operations demo

Virtual meetings can provide deep insights into operations. Demos show you how intuitive, reliable, and secure systems are while helping you envision customizability for your project. Look for these BPO due diligence checklist items in a virtual operations demo to assess a provider’s capabilities and values.

Unscripted live call listen-in (not a recorded demo) to see how agents respond to queries in real time.
Workforce Management scheduling system to evaluate scheduling efficiency and ramp-up readiness.
QA scorecard for a real call to assess service quality beyond averages and all-time bests.
Analytics tools to determine reporting reliability, coaching efforts, and overall strategy based on data-driven insights.
Follow-up processes to close gaps in feedback loops, escalations, or issue resolution.

How to score and compare BPO finalists objectively

Subjectivity has its unique place in determining BPO fit, but buyers should first know how to compare BPO companies objectively to narrow down to credible options. Score top choices in a clear framework for a fool-proof selection. Try these ideas to confidently make a decision based on realistic expectations and operational alignment.

BPO Vendor Scorecard

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Building a weighted scorecard from the 4 dimensions

A scorecard is a powerful way to find fit. It rates how a BPO provider measures up to their claims and to your own expectations, taking into account what you value most. As you interview sales and operations teams, tour offices, and demo systems, leverage a scorecard based on the 4 must-have dimensions of a BPO evaluation: operational capability, technology stack, people model, and commercial structure.

Build your scorecard using these steps:

Assign weights. Give a percentage to each dimension, adding up to 100%, based on how important that factor is to you.
- In our example, each dimension is valued equally at 25%.
Set a scoring scale.
- Our highest score is a 1, and our lowest score is a 5.
Score each vendor for each dimension.
- Vendor A has outstanding operational capability fueled by an impressive tech stack, but they prioritize automations over people in a pricey commercial structure.
- With a human-focused strategy, Vendor B offers a tech stack that is not quite as advanced as Vendor A’s. Still, it’s competitive.
- Vendor C also relies on people and is the most affordable yet least tech-savvy option.
Do the math.
- For each vendor, multiply the dimension percentage by its score. Add each percentage together and divide by 100 to get the average weighted score.
  1. For Vendor A: (25% x 1) + (25% x 2) + (25% x 3) + (25% x 4) = 25 + 50 + 75 + 100 = 250. 250/100 = 2.5
  2. For Vendor B: (25% x 2) + (25% x 3) + (25% x 1) + (25% x 2) = 50 + 75 + 25 + 50 = 200. 200/100 = 2
  3. For Vendor C: (25% x 4) + (25% x 4) + (25% x 2) + (25% x 1) = 100 + 100 + 50 + 25 = 275. 275/100 = 2.75
Evaluate.
- Vendor B balances operational capability, people, technology, and price for the most compelling model for buyers who want the best of both worlds.

How to weight the scorecard based on your priorities

Getting the best of all worlds is the dream, but companies turn to outsourcing to target specific hurdles. Decision-makers across industries value different criteria in an outsourcing vendor. Healthcare leaders, for example, prioritize compliance and quality while retail owners prefer technology advancements that support live agents in customer service roles.

Weight your scorecard according to your urgent and long-term needs. Draft a scorecard for each of your evaluations to see how your finalists compare in terms of cost, quality, and efficiency.

Example: Cost-first weighted scorecard

The most cost-effective option might not be as technologically sophisticated as the other options, but if you don’t require extra bells and whistles, Vendor C might come out on top.

Tip: In your interview process, ask how agent-first models compete in the increasingly AI-powered landscape.

Example: Quality-first

A buyer who values quality might rate operational capability and people equally to ensure operational teams and processes achieve the best results possible. In this case, Vendor B wins.

Example: Efficiency-first

Efficiency and compliance require a strong tech stack combined with human governance. Some strategies rely less on human oversight, but humans need to verify and interpret data to make improvements or inform business strategy.

A business that prioritizes efficiency improvements and is willing to pay for it might choose Vendor A.

With the tips in this article, you will be empowered to accurately score your potential outsourcing partners and weight the traits that are the most important to you. Use this empty BPO vendor scorecard to evaluate your top contenders for well-informed outsourced customer service vendor selection.

Contract and SLA terms that protect you after signature

The terms you negotiate in your contract will determine cost certainty and your level of control over the project. The contract protects each party, eliminates ambiguity, sets the grounds for accountability, and sets terms for issue resolution.

SLA terms that matter and SLA theater to avoid

Your Service Level Agreement should cut through the fluff and include these necessary elements.

Scope of Work: What exactly is the provider responsible for?
- Define channels, hours, languages, ticket types, escalation triggers and processes, and deliverables.
- List what is not included to prevent scope creep and hidden charges.
- Avoid clauses that define compliance or service without your input.
- Avoid long remediation or grace periods.
Service Level Agreement (SLA): How is performance tracked?
- Set measurable Key Performance Indicators tied to activity and outcomes — for example, resolution rate, Customer Satisfaction, response times, resolution time, accuracy, Quality Assurance.
- Include monitoring and reporting.
- Define penalties and remedies for missing SLAs.
- Avoid in-put only metrics that don’t measure quality or business impact (e.g., “hours logged” or “tickets opened”).
- Avoid accuracy targets that fail to define what counts as an error, how it’s measured, or sample size used.
Pricing: How does pricing work? What changes over time?
- Include cap annual escalation rates to control cost growth.
- Specify fixed, variable, or performance-based pricing.
- Include billing cycles, invoicing rules, and change order procedures.

Data protection and confidentiality: What security obligations are included?
- Look for encryption, access controls, and breach notification timelines.
- Clarify who owns IP, data, and CRM configurations.
- Spell out a confidentiality period, or how long sensitive information must be protected.
Monitoring and audits: What are your step-in rights?
- Audit rights allow you to inspect processes, systems, and performance.
- Avoid contracts that don’t allow you to take over in case of SLA failure.

Exit rights and agent transition clauses

You have the right to end a contract early under certain conditions. These key elements will ensure you have the proper exit rights.

Dispute resolution pathways specify how disagreements over transition procedures are resolved.
Exit clauses provide clear steps for handing over data, systems, and processes.
Access revocation timelines and data handling procedures facilitate a smooth turnover.
Exit costs define who pays for transition and data migration.
Agent handover specifies how agents are transferred, with training and documentation directly handed over to client staff.

Avoid BPOs with restrictive closure rights. The contract should ensure your operations continue without interruption during the transition.

What to negotiate before signing

Most buyers focus on pricing and ignore contract structure, but this is where they get hurt. Key SLA terms to request in your contact center RFP questions or negotiate in your commercial structure:

CSAT floor with defined remediation triggers
FCR targets by interaction type
Ramp guarantee (e.g., the vendor absorbs cost if the team isn’t fully productive by day 60 or 90)
Attrition cap clause
IP ownership (the client should own the SOPs, knowledge base, and call recordings)
Agent transition. If you terminate, can dedicated agents be retained or hired directly?

Negotiation tells you a lot about how dedicated the provider is to true partnership. Advocate for your business. Use contract negotiation as an opportunity to determine best practices and set up the project for your ideal results.

FAQs

1. What questions should I ask when evaluating a BPO?

A: Questions you should ask when evaluating a BPO provider should cover operations and QA, their people model (agents, attrition, and training), and technology, compliance, and commercial terms.

Operations and QA questions to ask:

What tools do you use to ensure consistent levels of service among global agents?
What does your QA sample rate look like?
Who owns QA — you or the client?
What happens if CSAT drops below threshold three months in a row? Show me the SLA clause.

People, attrition, and training questions to ask:

What is your average agent tenure on accounts of our size?
What is your attrition rate on dedicated accounts?
Can I speak with a client you lost, not just one you retained?
How do you streamline training without risking proficiency?

Technology, compliance, and commercial term questions to ask:

What technology and infrastructure do you have in place to support your services?
How do you ensure the security and confidentiality of my data?
How do you handle data breaches or security incidents?
How does your pricing compare with other BPO companies in the market?

2. How do I write an RFP for customer service outsourcing?

A: Knowing how to write a customer service RFP will pin down why you’re outsourcing and find the right partner. To write a Request for Proposal, follow these steps.

Define your objectives. List out what you want to get out of the partnership (reduce operational costs, scale support during peak seasons, improve service quality or hours of coverage).
Give a company overview. List your industry, business size, and target market. Highlight brand values, tone of customer interactions. Provide an overview of your current support set-up. Make note of any challenges you need help with.
Outline Scope of Work. Clarify what channels, languages, and hours you need covered, with volume estimates during steady, slow, and peak seasons and corresponding service level expectations.
Provide technical and operational requirements.
1. What CRM or helpdesk tools do you use?
2. What integrations are required?
3. What security and compliance requirements must a provider follow?
4. What are your reporting and analytics expectations?
Ask for vendor qualifications. This includes company background, years in business, relevant industry experience, case studies or references, and operational processes.
Give your ideal pricing structure. Are you looking for per-hour or per-ticket rates or flat rates?
1. What is your ideal contract rate?
2. Are you looking for specific renewal terms?
3. What KPIs are tied to performance bonuses or penalties?
Follow proposal submission guidelines. Submit in the right format (PDF or online form) by the given deadline and to the assigned point of contact.

3. What is a BPO scorecard?

A: A BPO vendor scorecard allows buyers to objectively score potential outsourcing partners based on weighted criteria. Averages lead decision-makers to the best options for the factors they prioritize in outsourcing.

4. How long does a BPO evaluation process typically take?

A: A BPO evaluation process is a multi-phase process that typically takes several weeks to months to complete, depending on the number of vendors assessed, interviewed, or toured.

Defining scope can take 1 to 4 weeks.
RFP gathering can take 2 to 6 weeks.
Evaluation can take 2 to 8 weeks
Negotiation and contracting can take 1 to 4 weeks.
Transition and implementation can take weeks to months, depending on the scale of the project.

5. What is a reasonable agent attrition rate to expect from a BPO?

A: BPO agent attrition rates vary according to the industry and model, but it typically ranges from 30% to 45%, with high-stress or complex verticals reaching 55% to 60%.

6. How do I know if a BPO vendor is performing well after the contract starts?

A: A BPO vendor should provide complete transparency into operations and give regular performance updates. Business reviews should include reports covering agreed-upon KPIs and error or issue documentation with steps taken to resolve them and coach agents.

7. Should I evaluate BPO companies on price alone?

A: No, decision-makers should not evaluate BPO companies on price alone. The cheapest models are not always the best or most comprehensive, and they may hide costs of services or technology implementations that you require. Always evaluate BPO companies on their operational capability, technology, agent model, and commercial structure.

8. What compliance certifications should a BPO have?

A: A BPO provider should have certifications for these regulatory compliance standards: ISO 27001, HIPAA, GDPR, TCPA, PCI DSS, CCPA, and SOC 2.

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