Call Center Outsourcing, Done Without the Vendor Bias
Vendor-neutral advisory to find the right BPO partner for your operations.
The team behind rethinkCX has led CX atMejuri·Canada Goose·Lululemon·Tangerine·AIG·ING France·and more
Call center outsourcing can cut costs and improve CX, but only if you pick the right partner. Most companies get pitched by vendors selling themselves. We sit on your side of the table, evaluate the market, and match you with the BPO that actually fits your operations, budget, and culture.
What's included
Vendor-neutral matching
We shortlist 3 to 5 qualified BPO partners matched to your requirements, budget, and culture. We sit on your side of the table when evaluating these providers.
Cost benchmarking
Transparent pricing analysis across onshore, nearshore, and offshore locations.
Contract negotiation
We negotiate terms and SLAs on your behalf, leveraging industry benchmarks.
Transition management
Expert oversight from vendor selection through launch day.
Performance monitoring
Optional ongoing engagement to track KPIs and optimize operations.
Free to the client
Our BPO matching costs you nothing. BPOs pay us for the right introduction.
Neutral by design
What a neutral BPO partner search actually looks like
Most outsourcing brokers get paid more to recommend one vendor over another. We do not. Here is how we keep the process honest.
Our vendor vetting
- No commissions, referral fees, or vendor paybacks shaping the shortlist
- Client reference calls with comparable brands, not just case studies
- Financial health and operating tenure verified
- Security and compliance posture audited against your requirements
- Cultural fit and client-servicing model assessed on real scenarios
- Pricing deconstructed by seat, loaded cost, and vendor margin
What you get
- 3 shortlisted partners with strengths and risks, not a single favorite
- Market benchmark pricing by geography and service type
- RFP designed to pull real differentiation from each vendor
- Scorecard-based evaluation your team runs together
- Contract review with service levels that carry real penalties
- Launch plan with transition and ramp governance included
Why vendor-neutral matters
Most BPO “consultants” are really resellers. They get paid by the vendor they recommend, which means the advice is never truly objective. Learn more about the difference between in-house vs outsourced call centers. At rethinkCX, we are paid by the BPO only after you choose them, and we present multiple options side by side so you can compare. No hidden incentives. No preferred vendors. Just the right fit for your business.
Book a Free 15-Min ConsultationVendor-led vs neutral
Two ways to run a BPO search
A side-by-side look at the difference between a vendor-led RFP and a neutral advisory engagement, from shortlist to signed contract.
The vendors already on your radar
Best fit drawn from 50+ vetted partners
Only what vendors choose to show
Market benchmarks and full cost build
Generic template, marketing answers
Tailored RFP that surfaces real capability
Vendor-favorable service levels
SLAs with real penalties and exit rights
Commission-driven recommendations
Fixed fee, no paybacks, no preferred vendors
Handed off at contract signing
Transition and ramp oversight included
How it works
Discovery
A 15-minute call on your operations, volume, and goals. No pitch, no obligation.
Assessment
A deeper dive into languages, channels, compliance, technology, and budget.
Shortlist
We present 3 to 5 pre-vetted partners with side-by-side comparison scorecards.
Negotiation
You pick the partner. We handle contracts, SLAs, and commercial terms.
Launch
We manage the transition and monitor performance until the partner is running smoothly.
Ready to talk?
15 minutes. No pitch. Just clarity on your next step.
Common scopes
Where most engagements start
Six common shapes an outsourcing engagement takes. Yours can combine them or look different entirely.
01
Inbound Customer Service
80%
of calls answered inside 20 seconds, the SLA floor we hold vendors to
Your calls, chats, and emails, answered by agents trained on your systems.
Orders, returns, billing, and account changes get handled inside your own OMS and ERP. Complex issues escalate on a documented path instead of dying in a queue. Before cutover, the new team runs supervised alongside yours until quality is proven.
Order support · Billing and refunds (PCI-DSS) · After-hours overflow · Escalation design
02
Outbound Services
10-20%
of at-risk accounts recovered by structured win-back campaigns
Proactive calls that build pipeline and bring customers back.
Teams run cold outreach, lead follow-up, surveys, appointment setting, and win-back. Talk tracks and compliance rules are agreed before the first dial. Every campaign is tuned weekly against live contact and conversion data.
Cold outreach · Lead follow-up · Win-back campaigns · Appointment setting
03
Technical Support
60-70%
of contacts resolved at Tier 1, without escalation
A tiered help desk that fixes most issues on first contact.
Tier 1 clears passwords, configuration, and basic troubleshooting. Tier 2 diagnoses bugs and integration failures. Tier 3 works directly with your engineers on what needs fixing. Agents certify on your product for two to six weeks before they take a ticket.
L1 to L3 escalation · Product certification · Knowledge base ops · AI co-pilot tooling
04
Sales and Lead Generation
BANT
every prospect qualified on budget, authority, need, and timeline before handoff
SDR teams that hand your closers booked meetings, not raw lists.
Prospecting runs across phone, email, and LinkedIn. Your account executives receive briefed, sales-ready opportunities and nothing else. For mid-market products, inside sales agents can run the full cycle through renewal and upsell. Pipeline value is reported weekly.
SDR and BDR prospecting · Full-cycle inside sales · Renewal upsell · Weekly pipeline reporting
05
Back-Office Support
99.5%
accuracy or better on data work, held by OCR plus human verification
The work behind the customer layer, done accurately and off your plate.
Data processing, document digitization, HR admin, reconciliation, and claims. QA catches errors before a customer ever sees them. We run the outsourced team side by side with yours to validate accuracy, then add RPA to push cost down further.
Data processing · Document digitization · Financial reconciliation · Claims adjudication
06
Omnichannel Support
40-60%
of inquiries resolved by chatbots and self-service, no agent needed
Voice, chat, email, social, and SMS run as one operation, not six inboxes.
Voice stays the high-trust channel for complex and high-value conversations. Chat carries the routine volume at a fraction of the cost. Context follows the customer between channels, so nobody has to repeat their story.
Unified routing · Chatbots and knowledge base · CRM integration · Channel cost design
We run this process across ecommerce, healthcare, financial services, and hospitality. Each carries its own compliance load, seasonality, and volume profile, and that is what changes the shortlist.
Explore more
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Learn more →Frequently Asked Questions
How is rethinkCX different from a BPO vendor?
How much does call center outsourcing cost?
How long does it take to find a BPO partner?
Do you only work with offshore call centers?
What happens after I choose a BPO partner?
Can I outsource only part of my customer support?
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