The evaluation checklist: what to verify before you sign
Ten questions that separate proof from promises, grouped the way an evaluation actually runs. Every verified profile on BPOAI.ai answers part of this for you — team size, services, industries, certifications, and independent ratings with named sources — and the scoring methodology is public.
Capability
Establish that the provider has run your work before, not that it could.
Have you run this exact process, in this industry, at this volume?
A mid-market buyer with a niche workflow is often better served by a small operator that has run that exact process than by a large firm's overflow capacity. Ask for a program-level reference, not a logo list.
Who exactly will work this account?
Named pods beat rotating shared benches. Confirm team structure, the escalation path, and the manager-to-agent ratio in writing.
What are your attrition numbers on comparable programs?
Attrition is the Philippine industry's defining operational problem and varies far more between providers than price does. A provider that will not share the number is answering the question anyway.
AI readiness
Separate deployed tooling from sales-deck tooling.
Which AI tools are live on the floor today, and what do they measure?
The credible answers are concrete: AI-assisted quality management, real-time agent guidance, automated after-call work — with the metric each one moved. Verified capability is listed on each company's BPOAI.ai profile; claims that cannot be verified do not score.
What has AI changed about your pricing?
If automation genuinely handles tier-1 volume, the commercial model should reflect it — per-resolution or outcome pricing rather than pure seat count. A provider selling AI and quoting only FTEs has not integrated it.
Compliance and security
Gate on evidence, not certificates on a slide.
Show the audit evidence for your claimed certifications.
ISO 27001 and SOC 2 postures should come with scope documents; HIPAA work needs signed BAAs, access controls, and training records. Ask to see them during evaluation, not after signature.
How is client data segregated, and who can access it?
Walk through the controls for your program specifically: floor policy, device policy, access reviews. Regulated buyers should confirm the provider has run programs under their regulator's expectations before.
Commercial terms
The contract shapes the operating relationship more than the rate card does.
What does the ramp actually cost, and who carries training time?
Product training measured in weeks predicts support quality; who pays for it predicts incentive alignment. Get the ramp curve and the go-live quality gate in the SLA.
What are the exit terms?
Knowledge-transfer obligations, notice periods, and data return should be agreed while the relationship is friendly. A pilot with a small team before scaling remains the cheapest insurance available.
See the work itself in enterprise use cases, estimate costs with the cost calculator, or start from a shortlist built for you.
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