VoiceTeam · Nearshore BPO Evaluation
BPO Vendor Scorecard
Rate your vendor one category at a time.
Instant scoring. No guesswork.
Getting Started
0%
1 – No real answer
2 – Vague only
3 – Adequate, thin
4 – Good depth
5 – Specific & verified
Rate your vendor across 8 categories in 5 different criteria.
What is your agent attrition rate, and how do you measure it?
Please rate all 5 criteria before continuing.
Quotes a specific trailing 12-month rate (not just a range)
WeakBest
Explains calculation methodology (voluntary only vs. all separations)
WeakBest
Benchmarks rate against industry norms unprompted
WeakBest
Breaks down attrition by program type (voice vs. chat vs. email)
WeakBest
Describes structural attrition-reduction strategies
WeakBest
How do you assess and maintain English language proficiency?
Please rate all 5 criteria before continuing.
Has a defined hiring standard (e.g., CEFR B2 or higher)
WeakBest
Describes structured hiring assessment (not just an interview)
WeakBest
Ties ongoing proficiency to QA / call monitoring data
WeakBest
Addresses regional dialect familiarity, not just grammar
WeakBest
Willing to share sample calls or facilitate a live observation
WeakBest
Can you describe your telecom-specific training methodology?
Please rate all 5 criteria before continuing.
Has documented telecom/MVNO training modules (not generic CX)
WeakBest
Provides a clear ramp timeline with competency checkpoints
WeakBest
Can customize training to client's specific products and SKUs
WeakBest
Ramp-up for complex voice support under 45 days
WeakBest
Describes how training is updated as products/policies change
WeakBest
What quality assurance infrastructure do you have in place?
Please rate all 5 criteria before continuing.
Uses automated speech analytics or call scoring (not manual-only)
WeakBest
Conducts regular calibration sessions between QA and supervisors
WeakBest
Scorecards are aligned to client KPIs, not generic metrics
WeakBest
Quotes a specific call review rate (% of contacts scored)
WeakBest
Describes feedback loop from QA findings to agent coaching
WeakBest
Your Score
0/200
Your Overall Score
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How do you handle data security and regulatory compliance?
Please rate all 5 criteria before continuing.
Holds current PCI DSS certification for payment interactions
WeakBest
Has documented data handling and access control protocols
WeakBest
Describes breach notification process clearly
WeakBest
HIPAA-aware for healthcare-adjacent MVNO programs
WeakBest
Willing to provide compliance documentation on request
WeakBest
What does your technology stack look like, and how does it integrate with ours?
Please rate all 5 criteria before continuing.
Describes telephony platform and CRM integrations clearly
WeakBest
Has prior experience with your CRM (Salesforce, Zendesk, etc.)
WeakBest
Covers reporting infrastructure and data export capabilities
WeakBest
Can describe their integration process and typical timeline
WeakBest
Identifies potential integration risks proactively
WeakBest
What is your pricing model, and what's included vs. billed separately?
Please rate all 5 criteria before continuing.
Provides a fully itemized rate breakdown without being asked
WeakBest
Clearly defines what triggers add-on fees
WeakBest
Explains how pricing scales with volume changes
WeakBest
Willing to share a sample invoice or comparable contract
WeakBest
Rate structure aligns with your volume and program type
WeakBest
Can you provide references from telecom or MVNO clients, with performance data?
Please rate all 5 criteria before continuing.
References are from telecom, MVNO, or broadband programs (not generic)
WeakBest
Proactively offers references rather than requiring a request
WeakBest
Can share relevant performance data (CSAT, attrition, ramp time)
WeakBest
References describe how partner handled volume spikes or problems
WeakBest
Reference accounts renewed and can explain why
WeakBest
Complete Analysis
Vendor Evaluation
0/200
Overall Score — All 8 Categories
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Category Breakdown
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