CX Collective

📒 1.1 Understanding the Role of BPOs in CX Operations

📒 1.2 Signs It’s Time to Consider a BPO

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

🧠1.4: Should You Outsource Your Support?

✔️ 1.5 Knowledge Check

📒 2.1 Where to Start Your Search

📒 2.2 Creating a Clear Vendor Assessment Criteria

📒 2.3 Running a Smart RFP Process

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

🧠 2.5: Starting Your BPO Search the Smart Way

✔️ 2.6 Knowledge Check

📒 3.1 Understanding Pricing Models

📒 3.2 How to Negotiate Without Undermining Partnership

📒 3.3 Building a Contract that Actually Supports You

🧠 3.4: Pricing, Negotiation & Contracting

✔️ 3.5 Knowledge Check

📒 4.1 Onboarding and Knowledge Transfer

📒 4.2 Training BPO Agents for Brand Voice and Product Expertise

📒 4.3 Tool Access, Reporting, and Communication Rhythms

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

🧠 4.5: Launching & Enabling Your BPO Team

✔️ 4.6 Knowledge Check

📒 5.1 Holding BPOs Accountable Without Micromanaging

📒 5.2 Performance Metrics and Review Cadence

📒 5.3 Growing, Adjusting, or Ending the Partnership

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

🧠 5.5: Leading the Partnership Long-Term

✔️ 5.6 Knowledge Check

📒 6.1 Final Lesson: Putting It All Together

📖 6.2 Download Your Playbook