You have a shortlist of three to five outsourcers. Now you need to pick one, and be able to defend the choice. This checklist is the process a shortlisted buyer runs: the same questions to every vendor, the same weighted scoring, references the vendor did not choose, a pilot with exit criteria written in advance, security checks from primary documents, and contract terms that make leaving possible.
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Who it is for
VPs of Customer Experience, heads of support and founders at US direct-to-consumer brands between $10M and $200M in revenue who are choosing an offshore or nearshore customer support partner.
What the checklist covers
- An eight-stage evaluation plan, from the brief to the first 90 days
- A weighted scoring rubric with what a 1 and a 5 look like on each criterion, and a worked example
- Thirty RFP questions across fit, people, quality, scale, reporting, security and price
- Ten questions for reference calls, and the red flags in the answers
- Pilot design with pass, extend and stop thresholds
- SOC 2, HIPAA, GDPR and PCI DSS checks, from the primary sources
- Fourteen contract terms to read closely
- A 90-day plan from kick-off to steady state
Three takeaways
1. Set the weights before you read the answers. Changing them afterwards turns the rubric into a way of justifying the vendor you already liked.
2. Write the pilot’s exit criteria before it starts. Pass, extend or stop should be a mechanical decision at the end of week 8, measured in your tools against your own baseline.
3. Read the report, not the badge. Check its type, its period, whether it covers the location your team will sit in, and the exceptions the auditor found.
About Atidiv
Atidiv runs outsourced customer support for consumer brands in the US, UK and Australia from teams in India and the Philippines, with an average QA score of 98% and a 4.8 average CSAT across our accounts.
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Ayushi leads Customer Experience services at Atidiv with a strategic/operations-focused mindset. Her primary objective is to increase how well businesses deliver service and retain customers. She evaluates customers' journeys through marketing impact, performance metrics, and gaps to develop improved systems and processes. With a reputation for curiosity and structured thought processes.