So, you’ve asked the basic questions and found a BPO partner that looks good on paper. Now what? It’s time for the deep dive. Phase 2 is where you separate the talkers from the doers. This phase is all about talking to client references and interviewing current team members—not about their projects, but to really evaluate the company culture, employee caliber, and if this team has what it takes to drive your business forward.
Why Phase 2 Matters
Phase 1 showed you what the BPO says they can do. Phase 2 shows you what they’re really made of. Here’s why you can’t afford to skip this step:
Avoid surprises:
Get the unvarnished truth from people who’ve worked with them.
Spot the culture fit:
Make sure their team’s work style matches your business values.
Assess real quality:
Get a firsthand look at the skills and mindset of the people you’ll actually be working with.
1. Talk to Client References Like a Pro
Why It’s Important:
Sure, the BPO partner has a slick presentation, but does it hold up in the real world? Talking to references reveals what PowerPoints and sales pitches can’t.
Questions to Ask:
“How long have you worked with them, and what’s your honest take?”
“Did they stick to their promises on timelines and quality?”
“What’s their communication style—clear and proactive or hit-and-miss?”
“How did they handle challenges? Any surprises?”
“Would you work with them again?”
Power Move: Look for recurring themes. If multiple references mention the same pro or con, you’ve hit on something real.
2. Interview Their Current Team Members
Why It’s Important:
These are the folks who’ll be hands-on with your project. You want to know they’re experienced, motivated, and a good fit for your business.
What You’re Evaluating:
Seniority and Experience:
Do they know your industry or type of work inside out?
Skill Level:
Can they handle complex challenges, or are they just task-takers?
Cultural Fit:
Will they mesh with your team, or will there be friction?
Outlook and Engagement:
Are they just clocking in, or are they in it to win it?
Questions to Ask:
“What’s your professional background, and what do you do here?”
“What kind of training did you get when you joined?”
“What do you enjoy most about working here? What’s tough?”
“How does the company support your growth?”
“What’s the vibe when things get challenging?”
Pro Insight: Pay attention to their energy. Are they just saying the right words, or do they mean them?
3. Ask Personal Questions to Key Senior Team Members
Why It’s Important:
Senior team members offer insight into leadership quality, team dynamics, and the overall direction of the company.
Questions to Ask:
“How long have you been with the company, and what’s your career growth been like?”
“What accomplishments are you most proud of during your time here?”
“If you had to name your team’s Achilles’ heel, what would it be?”
Pro Tip: Watch their body language and tone when discussing weaknesses. Leaders who own up to challenges are more trustworthy than those who dodge the question.
4. Gauge the Company Culture
Why It’s Important:
A partner who aligns with your company culture makes projects smoother, communication easier, and results better.
How to Spot It:
Communication Style:
Are they open and collaborative or closed off?
Shared Values:
Do they prioritize innovation, customer service, or efficiency?
Turnover Rate:
High turnover could mean high stress or low morale—red flags you don’t want.
Sneaky Smart Question:
Ask team members what they think the company stands for. Compare that to what leadership said. If it doesn’t match, there’s a disconnect.
5. Look for Signs of Team Engagement
Why It’s Important:
Engaged employees deliver better results. They don’t just do the work—they own it.
How to Tell:
Enthusiasm:
Do they light up when talking about their work?
Team Cohesion:
Do they mention working well with others?
Pride:
Are they proud of their work and the company?
Pro Tip: Use open-ended questions that let team members show their true colors. The more natural they sound, the more authentic the answers.
Conclusion
Phase 2 is your secret weapon. It’s the phase that gives you real confidence in your decision. By talking to client references and interviewing current team members, especially senior staff, you’ll know if a BPO partner is just selling you a dream or if they’re the real deal.
Want to go deeper into the outsourcing process? Read here our “Guide for First-Time Outsourcers” for more expert tips and insider insights.
Take the next step and choose your BPO partner with confidence.
