Working with your BPO partner

A strong partner relationship combines clear boundaries with open communication. The partner may provide employment, HR, facilities and local support, while the client remains responsible for the work, priorities, training and integration of the team.

Record what the partner provides, which may include recruitment, employment, payroll, statutory administration, HR, equipment, facilities, connectivity, IT support and account management. Confirm the exact scope in the agreement rather than assuming a standard model.

The client will usually retain responsibility for work design, training, daily direction, priorities, quality and team inclusion. Define shared responsibilities, such as performance management, so neither side waits for the other to act.

Involve the partner’s HR team in probation, attendance, leave, wellbeing, grievances, performance processes and any proposed employment action. Early advice is more useful than intervention after a position has hardened.

Local HR can explain current requirements and provide cultural context, but client managers should still participate in fair, direct and respectful conversations about the work.

Name the day-to-day contact, expected response times and the next escalation point. Hold regular operational reviews covering performance, attendance, engagement, HR matters, service issues, upcoming leave and workforce plans.

As the team grows, add periodic senior reviews focused on trends, risks, capacity, commercial performance and improvement. Record owners and due dates rather than allowing recurring irritations to remain unresolved.

Ask for a clear explanation of what the recurring fee includes and excludes. Relevant components may include salary, statutory contributions, benefits, facilities or home-working support, equipment, IT and partner services.

Clarify treatment of overtime, different working hours, public holidays, leave, software, recruitment, salary changes and exit costs. Understand what the employee receives and how changes flow through to the client fee.

The partner may be the legal employer, but the client still needs visibility of relevant obligations and contractual risk. Ask how employment, payroll, privacy, security and cross-border data requirements are monitored and communicated.

Requirements change and may differ by role and client jurisdiction. Obtain current advice for decisions with legal, tax, privacy or employment consequences rather than relying on a general guide.

Ask for the partner’s continuity plan and test whether it covers likely disruptions to facilities, power, connectivity, transport and home-based work. Understand backup arrangements, communication responsibilities and recovery priorities.

Plan public-holiday and peak-leave coverage in advance. Confirm which calendar applies and how additional or alternative coverage will be agreed and paid.