Course track
Vendor Selection, Pricing, Contracts, and SLAs
Walk the buyer journey: self-assessment, RFPs, shortlisting, evaluation, due diligence, pricing models, SLAs, KPIs, MSA and SOW structure, business continuity questions, hidden costs, exit clauses, and total cost of outsourcing.
Lessons15
Published15 live
Coverage100%
This track is fully published, so every lesson below is live and linked directly. It now works as a standalone course collection page as well as part of the wider BPO curriculum.
Track lessons
Every lesson in this track is live. Start at the top if you want the full progression, or jump to the lesson that matches the current operational problem.
- Lesson 1LiveHow to Write a BPO RFP
- Lesson 2LiveBPO Vendor Shortlisting Checklist
- Lesson 3LiveHow to Evaluate BPO Vendors
- Lesson 4LiveQuestions to Ask Before Signing With a BPO
- Lesson 5LiveSite Visits and Due Diligence for BPO Buyers
- Lesson 6LiveReference Checks for BPO Vendors
- Lesson 7LiveBPO Pricing Models Explained
- Lesson 8LivePer Agent vs Per Ticket vs Per Minute Pricing
- Lesson 9LiveService Level Agreements Explained
- Lesson 10LiveKPIs That Belong in a BPO Contract
- Lesson 11LiveMSA vs SOW for BPO Deals
- Lesson 12LiveBusiness Continuity and Disaster Recovery Questions for Vendors
- Lesson 13LiveHidden Costs in BPO Contracts
- Lesson 14LiveExit Clauses, Change Requests, and Renewals in BPO
- Lesson 15LiveHow to Calculate Total Cost of Outsourcing
Tools that fit this track
Free, privacy-first utilities in your browser — no uploads required for most workflows.
- BPO RFP BuilderDraft an RFP with scope, channels, languages, volumes, reporting, security, and governance expectations.
- SLA BuilderBuild SLA structures with metric name, target, measurement logic, exclusions, escalation rules, and credits.
- Total Cost of Outsourcing CalculatorCompare vendor fees plus transition, oversight, QA, tooling, and change costs against internal delivery.
- BPO Operator ToolsOpen the full browser-based tool cluster for BPO operators, buyers, and delivery teams.
Browse other course tracks
- BPO FoundationsStart here if you are still learning the model. This track covers what BPO is, how different delivery and geography models compare, where BPO sits next to BPM, BPA, and RPA, and which processes actually belong outside the company in the first place.
- BPO Service Lines and Delivery ModelsA tour of the actual categories buyers and operators deal with: customer service, finance and accounting, HR, procurement, data, healthcare, insurance, ecommerce, logistics, plus managed services, staff augmentation, pricing models, and global delivery patterns.
- Contact Center and CX OperationsDesign and run contact center and customer experience delivery: channels, ticketing, escalation, scripts, multilingual support, handling time, service levels, complaint handling, and CX playbooks for outsourced support teams.