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What you're actually agreeing to.
Subcontracting delivery on a client contract is a real commercial decision, and it deserves a clear answer about how the arrangement works. This page is that answer.
01Working behind your brand
The relationship stays yours.
We're a delivery partner. You hold the contract with your client, and we supply and help run the team that does the work on it.
The client, the contract, the account strategy, the commercial terms: all yours. Agents work to your program requirements, your scripts and your escalation rules.
02Managed delivery, defined
The word doing the work in that sentence is "defined."
A managed delivery partner assembles the team and then takes on defined operational responsibilities for running it: sourcing, onboarding, training coordination, workforce coordination, quality monitoring, performance management, escalation support and reporting.
03The responsibility split
The usual starting point. The final version is agreed during scoping.
04Running the work
A named contact who knows the detail, not someone who forwards the call.
You get a named point of contact who owns your program. Day to day issues are handled on our side first. What comes to you is what needs your decision or your client's.
05From first conversation to live
Six steps, each one protecting both sides.
- Step 01
A conversation about the program
You describe the client environment, the coverage requirement, the timing and the constraints.
- Step 02
A check on what we can support
We look at the specific requirement, from skills and languages to schedule, location and volume, and confirm what we can commit to.
- Step 03
Model and agreement
We settle the engagement model, the responsibility split, quality criteria, reporting and escalation.
- Step 04
Building the team
Sourcing and qualification against the requirement, onboarding, and training to your approved program standards.
- Step 05
Live delivery
Your named contact runs the program to the agreed standards, with reporting and governance on the cadence set in step three.
- Step 06
Growing it, if it works
Additional languages, hours, channels or accounts extend under the same agreement rather than starting over.
06Questions partners tend to ask
Asked often, answered straight.
Isn't a subcontractor just more to manage?
It depends what they take on. If a provider hands you people, your management load grows.
What happens if quality slips?
Quality criteria and review cadence are agreed before go live, and results come to you on the schedule we set. Performance management sits with us.
Our client's agreement restricts subcontracting.
Then that's the first thing to work through, and it's better raised in week one. We'll provide what your client's process requires.
What if we want to end the engagement?
Notice periods, transition support and knowledge transfer are part of the agreement, settled at the start rather than negotiated under pressure.
The rest depends on your program.
Every partnership is shaped by the client environment it runs in. The useful next step is a conversation about yours.
Discuss a BPO Partnership