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Start date: July 5, 2018
End date: July 6, 2018
Time: 12:00 pm - 1:00 pm

This event, facilitated by BPO veteran Robert Gaunt, is designed for executives responsible for BPO vendor partnerships, across operations, procurement, legal or finance

In any outsourcing venture, it’s critical to understand purpose. We’ll cover:

• Reasons to outsource. What is our problem statement, what are the key drivers?

• Which functions / processes should be in scope, which should we retain?

• How do we build our requirements’ definition, what contracting models are available and what are the relative pros/cons of each?

• What can we do to be informed buyers? What is fair value?

• What controls can we put in place to ensure quality, efficiency and value are maintained and improved?

• How can we set ourselves up for success in execution of the transition of services and ongoing delivery?


• The three Cs of outsourcing.

• Where should responsibility for process automation sit?

• Should we give our processes a Six Sigma and automation transformation first or is “my mess for less” appropriate?


• Which functions work well in an outsource environment, which don’t? Which functions are the “third rail”, i.e. don’t ever touch them?

• Collecting relevant metrics on volumes, performance, cost.

• Building a vision of the future model of operating. What does best practice look like?


• Capability and relative market comparison in different geographies.

• Contractual/commercial models: outcomes-based, staff augmentation, cost-plus, DBOT. Currency considerations, COLA.


• Defining quality metrics, reporting requirements and KPIs.

• Plan for success but prepare for failure. How to set service credits and liquidated damages.

• Planning for Transition.

Investing in the relationship

• The importance of governance. How to bat above your league with a large service provider.

• Setting the hierarchy of meetings, appropriate travel schedules, how to use escalations smartly. 

• Lead/lag indicators of future success and failure

This event would not have been possible without the kind support of BPESA.

More info about the BPO Masterclass