Caulfield Consulting
BPO Governance
BPO governance from an operator who managed 14,800+ partner agents
Outsourcing does not reduce cost by itself. Governance does. Angel Aleman has managed 14,800+ agents across 8 BPO partners alongside 200 in-house staff, and his vendor programs produced $16M of his $34M+ in documented savings. Caulfield Consulting helps you get the performance you are paying your partners for.
What this includes
- Vendor selection and RFPs. Defining requirements, running structured evaluations, and selecting partners on operating fit and total cost, not on the lowest rate card.
- Pricing models. Structuring per-contact, per-minute, per-FTE, and outcome-based models so the partner makes money when you get results, and renegotiating models that pay for activity instead of outcomes.
- Scorecards and performance management. Partner scorecards covering quality, CSAT, service level, containment, and cost, reviewed on a fixed cadence with corrective action that has teeth.
- Offshore and nearshore operating rhythm. The meeting structure, reporting, escalation paths, and site oversight that keep globally distributed teams aligned across North America, LATAM, and beyond, including bilingual English and Spanish delivery.
- Footprint and mix decisions. Which contacts belong in-house, nearshore, or offshore, and which belong in automation, based on contact drivers and cost-to-serve rather than habit.
- Contract and renewal leverage. Using performance data to renegotiate, consolidate, or exit underperforming partners without service disruption.
Who this is for
Leaders who suspect their BPO spend is not buying the performance on the invoice: flat or declining quality, scorecards nobody acts on, renewals that roll over unexamined, or a partner footprint that grew by accident. If you cannot say, with data, what each partner delivers per dollar, this engagement builds that visibility and then acts on it.