You want a BPO partnership that brings ideas to the table — not just agents to the queue. When you put a gainshare model in place, you stop incentivizing shortcuts and start accelerating ideas, solutions, and real operational value creation.
I remember leading CX at a major energy company. Our contact rate was through the roof. The BPO partnership offered no incentive to fix it — more calls meant more money for them. So, we changed the model:
🤝 We paid them to reduce contact rate.
🤝 We tied bonuses to efficiency, not volume.
🤝 We turned a transactional vendor into a strategic partner.
That one shift changed the whole relationship. It stopped being about pressure and started being about performance.
Stay tuned for more insights.