How can you resolve disagreements with your BPO provider over scope and deliverables?

2 Review the contract and SLA

The second step to resolving any disagreement is to review the contract and the service level agreement (SLA) that you signed with your BPO provider. These documents should define the scope, deliverables, quality standards, timelines, costs, and penalties of your project. They should also specify how to handle changes, disputes, and escalations. If the contract and SLA are clear and detailed, they can serve as a reference point and a guideline for resolving the disagreement. If the contract and SLA are vague or incomplete, they can create confusion and ambiguity, and may need to be revised or renegotiated.

3 Seek a win-win solution

The third step to resolving any disagreement is to seek a win-win solution that satisfies both parties. This means finding a balance between your needs and your BPO provider's capabilities, and compromising on some aspects without compromising on the quality or the value of the project. A win-win solution may involve adjusting the scope, deliverables, timelines, or costs of the project, or adding some incentives, bonuses, or recognition for your BPO provider. To achieve a win-win solution, you need to be flexible, creative, and collaborative, and focus on the mutual benefits and goals of the project.

4 Escalate if necessary

The fourth step to resolving any disagreement is to escalate if necessary. If you and your BPO provider cannot reach a satisfactory solution after following the previous steps, you may need to involve a higher authority, such as a senior manager, a mediator, or a legal representative. Escalation should be a last resort, as it can damage the trust and the relationship between you and your BPO provider. However, it may be necessary if the disagreement is serious, complex, or costly, and if it affects the quality or the delivery of the project. Before escalating, make sure you have documented the issue, the communication, and the attempted solutions, and inform your BPO provider of your intention and rationale.

5 Learn and improve

The fifth step to resolving any disagreement is to learn and improve from the experience. Whether you reach a solution or not, you and your BPO provider should reflect on what went wrong, what went well, and what can be done better in the future. You should also provide and receive feedback, and acknowledge and appreciate each other's efforts and contributions. Learning and improving from disagreements can help you and your BPO provider avoid or minimize similar conflicts in the future, and strengthen your partnership and performance.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?