How to choose a BPO partner in India: a 12-point checklist

Choosing an outsourcing partner is a bigger decision than it looks. The right partner becomes part of how your customers experience you and how your numbers get made. The wrong one costs months to unwind. Here are the twelve questions we suggest every buyer asks, including of us.

People and quality

1. How do you hire and train? Ask for the assessment steps, the training plan for your process and how long training takes before agents touch live work.
2. How is quality measured? Look for a written scorecard, regular calibration with your team and sampling rates you agree with.
3. What is your attrition, and how do you handle it? Every operation has turnover. What matters is having trained back-ups and documented processes.
4. Who will manage our account? You want a named account manager and team lead, not a ticket queue.

Security and compliance

1. What controls protect our data? Ask about access control, multi-factor authentication, clean-desk rules and whether personal devices are allowed on the floor.
2. Will you sign our agreements? NDAs, data-processing agreements and, for healthcare, a Business Associate Agreement.
3. Do you work in our systems? Working in your tools keeps your data under your control.
4. What is your continuity plan? Power and internet backup, and what happens if a site is unavailable.

Commercials and fit

1. How is pricing structured? Per hour, per FTE or per transaction, and what is included in each.
2. Can we start with a pilot? A 30-day pilot with agreed success measures is the best way to test a partner.
3. How do you report? Weekly scorecards and a monthly business review should be standard.
4. Can we speak to a current client? References in your industry are worth more than any brochure.

The bottom line

A good partner will welcome these questions and answer them in writing. If you would like our answers, get in touch and we will send them over.