Companies, regardless of size, are increasingly embracing the benefits of outsourcing. Why should they take on more when outsourcing firms can easily handle customer support and lighten their workload? A key factor driving this decision is, unsurprisingly, budget. Many BPOs offer competitive rates, and the promise of cost savings can be highly appealing to business owners.
But is this fool’s gold? When looking to onboard a business process outsourcing partner, is cheaper really better?
To determine if a low-cost BPO provider is right for you, it’s important to do your due diligence. After all, you need to know if corners might be cut to offer such low rates.? Are you compromising on quality, security, or customer experience? A cheaper option may come with hidden risks—untrained agents, outdated technology, lack of robust infrastructure, or insufficient compliance with industry standards—that could cost you more in the long run.
To help you make the right decision, we’ve prepared a comprehensive list of questions designed to help you evaluate the BPO proposal. From assessing the quality of their service to understanding their ability to help you scale, this list will ensure you’re making a well-informed choice for your business and your customers.
Employee Experience
Are your agents employees or contractors?
What do you pay your agents?
What benefits do you provide?
What is your all-in attrition? Please include voluntary and involuntary, for all tenures, all clients, including both production and training.
This is not a question – but check their Glassdoor and Facebook reviews.
Business Continuity
What was your downtime due to weather in the last six months?
Please describe any specific incidents in which the call center was closed or agents unable to work.
Security & Tech
Do you provide your agents with computers? If not, how do you secure their personal computers?
What is your BitSight score?
What level of insurance coverage do you have?
What certfications do you have? (SOC 2, PCI, etc.)
Will agents be hybrid, in-center, or remote? What are your security protocols for the relevant environments.
What solutions do you offer for implementing or optimizing call center software? What is the cost of these services?
Do you have a 24/7 helpdesk to support your agents if they have technical problems?
Account Management
Will I have a dedicated Account Manager? Who will this person be?
What is the average tenure and industry experience of your Account Managers?
What is the Account Manager’s role? How often will I talk to them?
Quality
What is your average QA score across your client base?
How many audits do you typically do per agent per week?
What do your QA analysts do, in addition to audits?
Training
Will you completely own training?
Will you create or supplement our training materials?
Reporting
What reporting do you provide, and how often? Please provide examples.
Financial Stability
What is your ownership structure?
What are your Debt Service Coverage and Current Ratios?
Who are your banking partners?
Cost & Contract Terms
Are there any setup costs?
If training, QA, reporting, and WFM are not included, please provide cost estimates
If those support services are included, please detail what is included in the cost.
Are there any other costs we should expect to see?
Are we billed when agents are out of office for any reason?
What is your contract length and do you offer a term for convenience? If so, what is it?
Make the Best Decision for your Company
Choosing a BPO to take care of your customers should not be determined by price alone. Other key factors such as track record, attrition rate, security protocols, and account management, among others, should also be taken into consideration. In the end, skimping out on quality to save extra money in the short term could prove to be very risky for your business. In fact, it can lead to a ruined brand reputation, or worse even bankruptcy.
We’re always happy to share what we know and help those who need it. We’ve attached a downloadable sheet full of questions that you can ask a potential outsourcing partner so you can make the best decision for you and your company. Download it here.
If you would like to learn more about how Peak Support takes care of its clients and their customers, or if you would like to inquire about the array of services we offer, then get in touch with us today. We’d love to tell you about what sets us apart and why we could be the best choice for your company.
