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Check out the Curriculum

Every lesson is built to be practical, easy to apply, and focused on helping you build a leadership strategy that works in the real world—no fluff, no filler. We use the LOOP Method, a step-by-step learning model that helps you retain and apply what you learn by guiding you through four key stages: Learn the Concept, Observe It in Action, Own the Practice, and Prove the Impact.

    1. 📒 1.1 Understanding the Role of BPOs in CX Operations

    2. 📒 1.2 Signs It’s Time to Consider a BPO

    3. 📒 1.3 Common Mistakes When Outsourcing Too Soon (or Too Late)

    4. 🧠1.4: Should You Outsource Your Support?

    5. ✔️ 1.5 Knowledge Check

    1. 📒 2.1 Where to Start Your Search

    2. 📒 2.2 Creating a Clear Vendor Assessment Criteria

    3. 📒 2.3 Running a Smart RFP Process

    4. 💼 2.4 Case Study: Vodafone Fiji’s Customer Support Transformation

    5. 🧠 2.5: Starting Your BPO Search the Smart Way

    6. ✔️ 2.6 Knowledge Check

    1. 📒 3.1 Understanding Pricing Models

    2. 📒 3.2 How to Negotiate Without Undermining Partnership

    3. 📒 3.3 Building a Contract that Actually Supports You

    4. 🧠 3.4: Pricing, Negotiation & Contracting

    5. ✔️ 3.5 Knowledge Check

    1. 📒 4.1 Onboarding and Knowledge Transfer

    2. 📒 4.2 Training BPO Agents for Brand Voice and Product Expertise

    3. 📒 4.3 Tool Access, Reporting, and Communication Rhythms

    4. 💼 4.4 Case Study: SESAC’s Strategic BPO Partnership for Customer Support

    5. 🧠 4.5: Launching & Enabling Your BPO Team

    6. ✔️ 4.6 Knowledge Check

    1. 📒 5.1 Holding BPOs Accountable Without Micromanaging

    2. 📒 5.2 Performance Metrics and Review Cadence

    3. 📒 5.3 Growing, Adjusting, or Ending the Partnership

    4. 💼 5.4 Support Services Group (SSG) – Fostering Accountability Without Micromanagement

    5. 🧠 5.5: Leading the Partnership Long-Term

    6. ✔️ 5.6 Knowledge Check

    1. 📒 6.1 Final Lesson: Putting It All Together

    2. 📖 6.2 Download Your Playbook

About this course

  • $149.00
  • 30 lessons
  • 0.5 hours of video content

Get this course—or unlock access to every course in our Certification Series.

Each one is built with the same goal: helping you become a Certified CX Performance Leader (CCXPL).

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