Area,Question,Evidence received,Vendor A,Vendor B,Vendor C
Scope and fit,Have they run this exact work in your industry? Ask for a named example you can check.,,,,
Scope and fit,"Is the team dedicated to you, or shared with other clients?",,,,
Scope and fit,"Which languages and hours are covered, and from which site?",,,,
People and quality,"How are agents hired, trained and certified before going live?",,,,
People and quality,What are the team lead and QA ratios per agent?,,,,
People and quality,"How is attrition measured, and how are leavers replaced without service dips?",,,,
Security,"Which certificates are actually held? Ask for the certificate, its scope and expiry date.",,,,
Security,"How are access, local storage, devices and clean-desk rules controlled?",,,,
Security,How quickly will they notify you of a security incident?,,,,
India compliance,For outbound calling: can they show TRAI telemarketer registration and how they filter NDNC/NCPR numbers?,,,,
India compliance,"For NBFCs: does the scope keep reserved decisions, such as loan sanction and KYC compliance, in-house as RBI requires?",,,,
India compliance,How will they handle personal data under your privacy obligations?,,,,
Reporting and governance,"Which reports arrive daily, weekly and monthly? Ask for samples.",,,,
Reporting and governance,"Who is your escalation contact, and what is the response time?",,,,
Reporting and governance,Can you listen to calls and audit QA results yourself?,,,,
Commercials and exit,"Is pricing per FTE, per minute or per transaction, and what is excluded?",,,,
Commercials and exit,Which SLA remedies apply if targets are missed?,,,,
Commercials and exit,"What notice applies, and how do your data and knowledge return to you at exit?",,,,
Template from https://www.infusionbi.com/outsourcing-templates - a starting point and not legal advice,,,,,