10 Questions That Should Be in Every BPO RFP (But Usually Aren't)
Most BPO RFPs ask about cost, headcount, and certifications. The questions that actually predict whether the engagement will succeed are almost never asked.
Why these questions matter more than the obvious ones
Cost-per-FTE and certifications tell you what every BPO sells. The 10 questions above tell you how the partner actually operates — which is what determines whether month 6 of the engagement looks like a success or a slow-motion unwind. The first-time buyers we talk to are typically focused on filtering for the cheapest credible bidder. The experienced buyers are filtering for the partner who won't quietly degrade six months in.
How to actually use this in your next RFP
Add these questions to your standard template — don't replace your existing ones, add to them. Score the answers on a 1–5 scale. The vendors who score consistently high across these 10 are almost always the ones who deliver the engagement you actually wanted.