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The outsourcing partner evaluation checklist
A due-diligence framework for vetting your next CX partner, covering readiness, category-by-category evaluation, red flags, and a weighted decision framework you can use across every finalist.
This isn't a generic vendor questionnaire. It's a repeatable process built for teams comparing multiple outsourcing partners at once, so every finalist gets evaluated against the same criteria, not just a gut feeling.
Time: 15 - 20 minutes
Best for: COOs, VP Operations, VP Customer Experience, Procurement Leaders, CX Transformation Leaders
Five tools, one operating model
1. Before you evaluate: readiness checklist
Align your team on operating model, must-haves, success metrics, and budget before vendor conversations start.
2. Due-diligence checklist by category
Score every finalist across 7 categories, from operating model fit to governance and escalation.
3. Red flags checklist
The warning signs that should slow down or stop a vendor conversation.
4. Decision framework
Weight each category and score every finalist side by side for a defensible decision.
5. Next steps after evaluation
Reference checks, legal review, internal alignment, and documentation once you've picked a finalist.
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About this resource
A ready-to-use due-diligence framework for vetting outsourcing partners across operating model, performance, security, and governance, the same standards of accountability TOG holds itself to with every client relationship, from onboarding through ongoing operations.
Made by The Office Gurus
We help retail and eCommerce organizations build scalable, technology-enabled customer experience operations through our Experience Process Outsourcing (EPO) approach, combining experienced teams, AI-assisted technologies, and flexible delivery models to deliver consistent CX during everyday operations and peak demand.