When choosing an outsourcing provider there are many things that contribute to your success. You need to be sure you are comparing apples with apples.
The following are a lists of questions you should be asking your outsourcing provider.
About the BPO |  |
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| Has the BPO been operating for at least 5 years? | |||
| Is the BPO acting in compliance with the terms set by the local government and authorities? | |||
| Does the BPO strictly adhere to local labor and tax laws? | |||
| Does the BPO have a code of conduct and ethics? | |||
| Does the BPO have an experienced, international management team? | |||
| Does the BPO operate modern, fully equipped offices that meet or exceed Western standards? | |||
Recruitment |
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| Does the BPO provide professional recruitment services? | |||
| Does the BPO target the top 5% of staff in the region? | |||
| Does the BPO have an active, pre-qualified pool of available candidates? | |||
| Does the BPO offer advanced recruitment services including profile and culture matching? | |||
| Does the BPO match the career goals of the candidates to the position? | |||
Engagement |
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| Does the BPO have a staff retention rate above 98%? | |||
| Does the BPO have a dedicated staff engagement team? | |||
| Does the BPO provide staff collaboration programs (interest groups, knowledge sharing and events)? | |||
| Does the BPO have a rewards program to encourage participation and productivity? | |||
Technology |
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| Does the BPO have a Research and Development group dedicated to building the tools to help customers get the most from outsourcing? | |||
| Does the BPO have the technology and automated systems to promote future growth? | |||
| Has the BPO automated the payroll process to ensure staff are paid correctly and on time every week? | |||
Security |
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| Does the BPO have dedicated security guards at their buildings 24×7? | |||
| Does the BPO provide customizable levels of security for customer suites? | |||
| Does the BPO use access cards and biometric security systems? | |||
| Does the BPO provide a low-latency, live CCTV footage to their international customers? | |||
| Does the BPO use a secure check-in system for guests? | |||
| Do security guards have access to electronic handbooks and runbooks? | |||
Connectivity |
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| Does the BPO have a high-quality international connectivity and intelligently route data to get the best performance for customers? | |||
| Does BPO have the ability to offer dedicated connections to customers? | |||
| Is the BPO able to divert low value traffic away from the dedicated circuit? | |||
| Does the BPO maintain connections to multiple ISPs? | |||
| Does the BPO have diverse connectivity at all locations? | |||
| Does the BPO provide a separate (insulated) WiFi network for staff? | |||
Technical |
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| Does the BPO operate separate technical and network teams? | |||
| Do the technical team monitor the network, servers and address general technical issues for staff? | |||
| Are the technical team available 24×7? | |||
| Does the BPO conduct regular software audits to ensure all software is legitimate? | |||
| Does the BPO deploy customer-centric tools (like WebPing diagnostic) on each customer setup? | |||
Disaster Recovery |
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| Does the BPO have a formal audited disaster recovery plan for their operations and administration centers? | |||
| Has the disaster recovery plan been recently tested? | |||
| Does the BPO require staff to read the disaster recovery plan? | |||
| Are the BPO’s operation centers at a safe distance from known fault lines? | |||
| Are the BPO’s operation centers rated and certified to withstand typical environmental threats? | |||
| Can the BPO offer Hot/Warm/Cold seats to customers at other locations? | |||
| Does the BPO have resilient communication systems that do not solely rely on physical landing stations within the Philippines? | |||