Hi Michelle, based on my experience with BPO in e-commerce, here was our very scrappy approach.
Key Principle: Maintain clear boundaries between operational direction and employment control.
In Scope:
- Training and knowledge transfer
- Quality standards and performance expectations
- Daily task assignments
Out of Scope:
- HR functions (hiring, termination, compensation)
- Performance management and evaluations
- Internal programs or events
Contract Essentials:
- Vendor as sole employer
- Clear training responsibilities
- Indemnification clauses and necessary insurance
- Defined compliance ownership
TRAIN-THE-TRAINER STRUCTURE
Phase 1: Knowledge Transfer (Weeks 1-2)
Compile documentation and create a knowledge base. Identify success metrics.
Phase 2: Trainer Certification (Weeks 3-6)
Experts train vendor supervisors (not agents). Include observation and practice sessions. Certification assessment required before independent delivery.
Phase 3: Sustainment (Ongoing)
Vendor delivers agent training. Monthly calibration sessions for alignment.
AUDIT FRAMEWORK
QA Evaluation Criteria (Score 1-5):
Opening Procedures (10%): Greeting and account verification.
Compliance (25%): Adherence to disclosures and regulations.
Resolution Quality (30%): First Call Resolution and solution accuracy.
Communication Skills (25%): Active listening and professionalism.
Closing Procedures (10%): Confirmation of resolution and next steps.
Weekly Sync:
30-minute meetings to review metrics and address issues.
Monthly Reviews:
Performance analysis and feedback trends.
Vendor Selection Criteria:
Compliance track record.
Financial stability and references.
Security certifications.
Red Flags:
Resistance to audits or high agent attrition.
Technique: Conduct quarterly unannounced customer experience audits to validate quality.
Keep in mind that outsourced agents support multiple clients, so prioritizing process clarity and execution is usually key. The simpler the better.
Hope this helps!