If your business is growing fast, then your customer service ticket volume is, too. At some point, the inquiries and questions from customers can be too much to handle internally. For many companies, outsourcing is the best next move.
It can be hard to start the search for the right business process outsourcer (BPO), or company that you can trust to speak for your business, uphold your brand, and help your customers. How can you be sure you’re putting your customers in good hands?.
If a business wants to hire an outsourcer, here are 12 questions it should ask and what answers it should expect.
If your business is considering outsourcing a function like customer support or IT, finding the right provider is key Asking smart questions during the interview process helps assess providers’ capabilities and fit This comprehensive guide covers how to prepare for and excel in your outsourcing provider interviews.
Overview of Outsourcing Interviews
The outsourcing provider interview aims to help both parties determine if it’s a good match. From the provider side, they assess your needs and expectations. From your side, you evaluate their services, experience, and ability to deliver results.
Interviews are typically conducted in three stages
1 Initial call A 30-45 minute introductory call to discuss objectives, requirements, and high-level capabilities Helps both sides determine if it’s worth investing time in further discussions.
2. Service demonstration: The provider gives an in-depth demonstration of their services and solutions relevant to your needs. Allows you to assess their technology, processes, and overall approach.
3. Onsite meetings: If both parties want to move forward, the provider visits your office for a full day of interviews with stakeholders. Provides opportunity for more detailed Q&A and to evaluate cultural fit.
Thorough preparation and thoughtful questions during each stage increases the likelihood of finding the right partner.
How to Prepare for Outsourcing Interviews
Taking time to prepare will help the interviews be more productive and insightful. Key steps include:
Document your requirements – Detail the scope, key performance indicators (KPIs), tools, workflows, volume, etc. related to the function you seek to outsource. This gives providers context on your needs.
List stakeholders – Determine who from your side should participate in interviews to assess different areas – operations, finance, compliance, IT, etc.
Develop questions – Brainstorm questions that will reveal the provider’s capabilities, experience, approach, and vision. Align questions to your top priorities and concerns.
Review proposals – Take time to thoroughly review each provider’s proposal and offerings prior to the interview so you can ask thoughtful follow-up questions.
Share expectations – Be upfront from the start on your timeline, budget, requirements, etc. so providers can determine if it’s a fit.
Dig into case studies – Review client case studies focused on projects similar to yours to gauge the provider’s experience and performance.
Thorough prep ensures you make the most out of the interview process.
12 Key Questions to Ask Potential Outsourcing Providers
Here are 12 critical questions to ask during outsourcing interviews along with what to listen for in strong responses:
1. Who will be our main point of contact?
Listen for an experienced account manager who understands your business and is responsive to your needs. Avoid providers who don’t offer dedicated account management.
2. What will the onboarding process entail?
Look for a structured onboarding process covering planning, security, training, timeline, targets, and systems access. You want them invested in launching well.
3. How are your agents trained? How long is training?
Seek providers with robust, structured training on both soft and hard skills. Training should be at least 2 weeks for simple functions and up to 6 weeks for complex ones.
4. How many other accounts will our team leads and account manager handle?
The fewer other accounts your leads handle, the more attention you get. Look for account manager ratios under 40:1 and dedicated team leads for under 15 agents.
5. Will our team be dedicated or handle other clients?
Dedicated teams focus just on you. Shared teams juggle multiple clients and offer less customization – only advisable for simple, low volume needs.
6. What KPIs will you track and how often will we receive reports?
Expect providers to track KPIs like resolution time, CSAT, availabiity, etc. and offer customized reporting cadences from daily to monthly.
7. What quality assurance methods will you implement?
QA is critical – it should be done by dedicated resources reviewing 5+ tickets/agent weekly and covering brand voice, process adherence, data security, and more.
8. How will you address underperformance?
Listen for proactive approaches: clear targets, frequent feedback, coaching, training, performance improvement plans, and removing poor performers.
9. What locations do you serve from and what are the pros and cons of each?
Providers should explain how different regions meet different language, time zone, and budget needs.
10. Can you accommodate rapid scaling if needed?
Seek flexibility to add agents within 2 weeks to meet growth and seasonal demands.
11. What is your pricing model?
Understand their pricing structure – per hour, per ticket, monthly rate per agent, etc. – and all associated fees. Aim for pricing in line with industry benchmarks.
12. What security measures do you have in place?
Data security should be robust. Ensure they can meet your compliance and data protection requirements.
Thoughtful preparation and stellar questioning will enable you to determine the ideal outsourcing partner for your needs.
Tips for Running an Effective Outsourcing Interview
Beyond asking the right questions, there are additional best practices to running a productive interview:
Take organized notes – Track responses and flag any areas that require follow-up so key points are not missed.
Involve key stakeholders – Your CTO will ask different questions than your COO – get broad input.
Listen between the lines – Observe not just what they say but how confident and convincing they sound.
Ask follow-up questions – Dig deeper into vague claims or concerning responses to fully understand capabilities.
Look for demonstrated experience – Ask for specific client examples and metrics that back up their responses.
Assess cultural fit – Gauge how well their workstyle and values align to yours.
Discuss deal breakers – Surface any requirements they absolutely cannot meet to avoid wasting further time.
Allow time for their questions – This is a two-way process – be ready to address their queries as well.
Evaluate post-interview – Immediately debrief with stakeholders to identify remaining gaps and next steps.
Running outsourcing interviews is a valuable investment of time that helps set your future partnership up for success.
Final Tips for Outsourcing Interview Success
Finding an outsourcing provider with the right mix of cultural fit, capabilities, and experience to meet your needs requires rigorous preparation and execution. Follow these tips for outsourcing interview success:
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Research providers thoroughly and identify the right mix of stakeholders to participate.
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Send providers context on requirements and expectations in advance.
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Prepare questions aligned to your priorities and concerns.
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Listen closely to assess capabilities, experience, and fit.
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Have stakeholders debrief together immediately after interviews while
Do you do Quality Assurance?
Quality Assurance (QA) helps you check things that your helpdesk software can’t easily do, like brand voice, following the right steps, properly handling private information, grammar, and so on. Outsourcers should have a process for evaluating at least 5 tickets per agent per week.
At Peak Support, we have a centralized QA team that handles most QA. QA can be done by a Team Lead, but a Team Lead has an incentive to keep scores high. We want QA analysts to focus on keeping scores accurate. For more on QA, including example rubrics, check out our ebook on Quality Assurance for customer service.
What kind of KPI reporting will you provide?
Tracking key performance indicators (or KPIs) is important for managing the performance of your customer service team. An outsourcer should keep track of things like average wait time, first reply time, full resolution time, customer satisfaction, and customer satisfaction.
Some outsourcers have a standard report that they share weekly or monthly. Peak Support makes reports based on what our clients want. We can send reports every day or even more than once a day. You may not need this level of reporting—but make sure you know what you’re going to get.
BPO Interview Questions & Answers! (How to PASS a Business Process Outsourcing Job Interview!)
FAQ
What questions should you ask before deciding to consider outsourcing or not to outsource?
What is BPO sample interview questions?
Why do you want to work in a BPO?
