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BPO Performance: Managing Metrics | Mentors CX Academy

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Module 7: The Future of BPO and Outsourced CX
4. Measuring and Managing BPO Performance

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4. Measuring and Managing BPO Performance

Move beyond basic SLAs to a mature performance framework. Nadira Garufi shares how to build joint scorecards and strategic QBRs that focus on outcomes like churn and LTV. Learn the rituals—from calibration to innovation demos—that turn a vendor into a high-performing partner.

Duration: 10:41

Co-produced by Horatio.

Supporting CX education, innovation, and leadership worldwide.

Instructor

Nadira Garufi

Module 7: The Future of BPO and Outsourced CX

Transform your BPO from a simple vendor into a strategic, culture-aligned growth engine.

4 lessons • 28 min

Every lesson is free to watch. Sign in to save your progress and earn your certificate.

1. From Vendor to Value Driver

2. Choosing the Right Model: Onshore, Nearshore, Offshore, or Hybrid

3. Transferring Culture and Quality Across Borders

4. Measuring and Managing BPO Performance