Approach to Discussing KPIs with Your BPO Partner to build partnership and gain trust Having a structured partnership approach is essential. Having challenging conversations to drive improvements and trust is key. Carefully examine KPI reports to identify performance gaps. Once you’ve isolated the issues, bring in your CX leadership and strategy teams. These teams can provide valuable insights and facilitate communication. Next, convene a meeting with all relevant stakeholders, including representatives from the BPO, CX leadership, and IT. This collaborative approach ensures everyone is aligned and committed to finding a solution and building strong rapport and a long-term partnership.

1. Building trust with an offshore BPO team requires a balance of clear communication, cultural sensitivity, and consistent support. 2. Start by establishing open, regular communication channels that allow for transparency in expectations, feedback, and updates. 3. Showing respect for cultural differences and understanding their work environment fosters a sense of connection and respect. 4. Additionally, recognizing achievements and providing constructive feedback strengthens relationships and shows commitment to their growth. When offshore teams feel valued and supported, they become more invested, motivated, and aligned with shared goals, which reinforces trust and collaboration.

Start with understanding the provider's capabilities, Set very clear and realistic expectations, KPIs (Learning Curve Targets), Deploy more resources to support the provider for the initial deployment phase. Empower teams for different projects, have clear communication channels, meet the providers when possible (Video - Teams, Slacks and in-person visits). Take the time for team building activities, bring some reward and recognition just like an extension of your teams, Encourage open communication and feedback from the partner

To establish trust and rapport with an offshore team, prioritize clear and consistent communication, showing genuine interest in their perspectives and cultural backgrounds. Set up regular video calls to foster personal connections, celebrate their achievements, and provide constructive feedback to encourage growth. Demonstrate reliability by keeping commitments, and empower the team with the tools and support they need to succeed. This approach builds a foundation of mutual respect and trust.

There is no better method than regular one to one conversations to build rapport. Use these to have both informal chat as well as business critical discussion in 1:4 ratio. The informal piece should go beyond just "how are you?" In absence of a specific question try using "what's on your mind today" to open the conversation.