November 21, 2025
CX Lore: Building Strong BPO Partnerships is Key
In this episode of CX Lore, David Dungay is joined by David Neale, CEO and Founder of BPO Solutions to talk about his BPO accreditation programme and the gaps he saw in the market which led to its creation.
In today’s utility and retail sectors, outsourcing to a Business Process Outsourcer (BPO) has become a central part of many operating models. Yet, as organisations explore outsourcing for efficiency, scalability, or cost reduction, they often enter the process without deep expertise in BPO evaluation. This knowledge gap leads to blind spots—missed questions, misjudged partners, and, in the worst cases, long-term damage.
This conversation explores the core risks of choosing the wrong BPO, the pitfalls of relying on traditional brokers, and the structured framework organisations should use to make confident, informed outsourcing decisions.
One of the strongest themes in the conversation is the magnitude of risk associated with BPO partnerships. Outsourcing is not a simple vendor switch—it is the transfer of essential business functions, customer interactions, and brand representation to an external party.
As highlighted by David, when a company hires a BPO, it entrusts them with its:
• Brand reputation
• Customer experience and retention
• Data security and compliance
• Operational resilience
• Shareholder value
• Even the job security of internal leaders
If the partnership fails, the consequences extend far beyond operational inconvenience. Poor service delivery can drive customer churn. Weak controls can lead to data breaches. And unlike replacing an internal leader, you cannot simply “switch off” a BPO on Friday and move to another on Monday. Large outsourced estates take months—sometimes years—to unwind and transition.
In short, Choosing the wrong BPO can be catastrophic. Choosing the right one can be transformational. View the conversation to get David’s advice on how to ensure you make the right choice.
