Definition
A higher-level quarterly meeting between a BPO partner and client leadership focused on strategic trends, capacity planning, and contract-level outcomes rather than day-to-day metrics.
Business Importance
QBRs are typically where scaling decisions get made — adding FTEs, expanding into a new channel or language, or renegotiating SLA terms based on a full quarter of data.
Industry Examples
A QBR presenting a quarter-over-quarter CSAT trend alongside a proposal to scale a pilot pod into a full delivery team.