Useful whether or not you hire us.
No email gate, no download form. If these are worth having, they are worth having without a negotiation.
Forty questions for any outsourcing provider.
Grouped by what they actually test. Ask every one of them, of every provider on your shortlist. We have deliberately included the questions that are hardest for us to answer.
Capability
- Which of these services do you deliver today, with staff currently doing them?
- How many people do you have available at the level I need, right now?
- What is your realistic ramp capacity per month, in people?
- Which of my systems have your teams operated before?
- What is your minimum viable team size, and why?
- Show me a workflow you documented for another client, redacted.
Quality
- Show me your quality scorecard, with its weightings.
- What percentage of contacts do you sample, and how is the sample chosen?
- What happens after a low score — show me a coaching record.
- How often do you calibrate with the client, and what happens when you disagree?
- What is your definition of a resolved contact?
- Who reviews the reviewers?
People
- What is your attrition rate, and how do you define it?
- What is the average tenure on your longest-running account?
- Who pays for replacement recruitment and retraining?
- How do you assess English, and against what standard?
- Will the people on my account work on anyone else’s?
- Can I meet the team lead before signing, and reject candidates?
Delivery
- How does volume move across — all at once, or in tranches?
- What are the rollback triggers, in writing?
- What is your escalation path, with names and response targets?
- What do you need from me, week by week, during transition?
- What most commonly delays your launches?
- What happens in the first week after go-live if something is wrong?
Reporting
- Show me a real weekly reporting pack, redacted.
- Do I get access to the underlying data or only your summary?
- How do you establish a baseline before launch?
- When do you commit to outcome targets — before or after calibration?
- Show me a week where you missed target and how you reported it.
- Do you report contact drivers, including ones that would reduce my spend with you?
Security
- Which certifications do you actually hold? Show me the certificates.
- Where is my data stored, and does any of it leave my systems?
- How is access provisioned, reviewed and revoked?
- What is your incident notification process and timeline?
- What are your device and network controls for staff on my account?
- What is your contingency for power and connectivity interruption?
Commercial
- What exactly is inside the rate — is team leadership included? Quality? Reporting?
- What is billed separately?
- What handle time or productivity assumption is your price based on?
- What happens commercially if my volume halves?
- What are the notice periods, both ways?
- What are your exit obligations — documentation, knowledge transfer, access revocation?
Every question on that list has an answer published on this site.
The scorecard, the reporting pack, the SOP and the transition plan are all here in full, and the certification answer is stated plainly on the Security & Quality page — including the standards we do not hold. Ask us the rest on a call.
Working documents you can copy.
Published as pages rather than gated downloads, so you can read them before deciding whether they are worth anything.
Quality scorecard
Six weighted criteria and their scoring bands. Adapt it to your own standards.
OpenSOP template, worked
A complete procedure with exceptions and version history to model your own on.
OpenTransition plan structure
Tranches, entry conditions and rollback triggers.
OpenWeekly reporting pack
What a genuinely useful operational report contains.
OpenTeam sizing tool
Volume and coverage in, team composition and ramp out.
OpenModel comparison
In-house, freelance, shared and dedicated, with total cost of ownership.
OpenPut the checklist to us.
Book a call and work through the forty questions. You will get direct answers, including the several where the honest answer today is “not yet”.