This template belongs to the client SOP change adoption guide, which covers what to inventory before a client process handover. It gives BPO transformation consultants the form and one worked entry.
The fill-in brief
Copy these lines into an email. Replace each prompt with a short answer. Where you do not know, write "unknown, ask the quality manager" or similar, rather than leaving a gap.
| Line | Prompt | Source of the answer |
|---|---|---|
| 1. Company | Full-time headcount at peak, delivery locations, ownership | Delivery director or HR |
| 2. Accounts | Number of client accounts in scope, by industry and seat count | Delivery director |
| 3. Business task | One sentence on how client procedure changes reach agents | Delivery director |
| 4. Record classes | SOP versions, change notes, agent confirmations, QA reviews, scoring notes, client change emails | Knowledge and quality leads |
| 5. Systems | Plain-text names of the knowledge base, LMS, QA platform and mail archive | IT or the knowledge lead |
| 6. Years | First year each record class is kept, and any year where the format changed | System owners |
| 7. Volumes | Rounded counts per year: SOP versions, agent confirmations, QA reviews | System reports |
| 8. Ownership | Which records are client-supplied and which are the outsourcer's own | Delivery director with counsel |
| 9. Records event | Transition, renewal, exit or platform change, with a company-confirmed date | Delivery director |
| 10. Internal sponsor | Name and role | Delivery director |
| 11. Approver | The CEO, who can authorize a licensing discussion | Internal sponsor |
| 12. Not shared | Confirmation that nothing beyond metadata is attached | You |
Field notes for BPO accounts
Three lines carry most of the value, and each has a trap.
Line 6, years. Version history depends on the tool and its settings. Some knowledge tools keep every revision of a procedure; a migration may still have carried only the current text. Ask what the system holds today, not what the policy says.
Line 7, volumes. Confirmations are only countable if the tool captured them, and review counts come from the quality platform's own reports. Ask for the report, not the data; the partner never runs an export.
Line 8, ownership. This is the line SourceX will read first. A procedure the client wrote is different from one the outsourcer wrote under a managed service, and both differ from the outsourcer's own confirmation logs. If unsure, write the question down; the who-can-say-yes decision tree explains who answers it.
Completed example (Illustrative)
The company is fictional, invented for this page. It is not a real BPO, a real client or a completed deal.
| Line | Entry |
|---|---|
| 1. Company | About 1,100 full-time staff at peak; U.S. headquarters, delivery centers in two countries; founder-owned |
| 2. Accounts | Three in scope: a utility billing account (about 180 seats), a healthcare scheduling account (about 120), a telecom retention account (about 100) |
| 3. Business task | Rolling out client procedure changes to roughly 400 agents across the three accounts |
| 4. Record classes | SOP versions with change notes, agent confirmations, QA reviews and scoring notes, client change emails |
| 5. Systems | Knowledge base, an LMS for agent confirmations, a QA platform, Microsoft 365 mail |
| 6. Years | About six years of SOP versions; agent confirmations by version only since 2023 |
| 7. Volumes | About 300 SOP versions a year; about 25,000 QA reviews a year, from the QA platform report |
| 8. Ownership | Utility and telecom SOPs written by the clients; healthcare SOPs written by the outsourcer; confirmation logs and scoring notes are the outsourcer's |
| 9. Records event | The telecom account moves to another vendor in Q1; the exit plan sets the access cutoff |
| 10. Internal sponsor | Delivery director |
| 11. Approver | CEO, with the COO and the contracts lead |
| 12. Not shared | No SOPs, QA reviews, recordings or client names attached |
Microsoft 365Notice what the example does not do. It does not claim demand, quote a value or promise a reward. It names one honest limitation (agent confirmations by version only since 2023) and one rights question (client-written SOPs on two accounts). That is what makes it credible to a reviewer.
Before you send: a five-point check
- Every number has a source. Report or estimate, stated.
- The ownership line is filled in, even if the answer is "to be confirmed by counsel".
- No client names, agent names or samples appear anywhere.
- The records event is a fact, confirmed by the company, not a deadline you chose.
- The internal sponsor has read it and agrees it is accurate.
Tool details are worth a question before you fill lines 6 and 7. Zendesk keeps article revisions that show what changed between versions. Guru lets a sender export who acknowledged an announcement. Zendesk QA reviews export through an API with scores and comments, though not dashboard data.
Zendesk
GuruIf you prefer a guided draft, the client opportunity brief generator formats similar fields from your inputs. The system map helps fill lines 5 to 7, and the SOP data-type page describes the record class. For BPOs winding down entirely, BPO company closing covers that situation, and AI agent adoption statistics gives context for why process history draws interest.
What the brief leaves to SourceX
The brief invites a conversation. Whether the records can be licensed, which accounts and years are in scope, how agent and customer details would be de-identified, whether a buyer wants them and whether an offer follows are all decided only after SourceX's rights review.
The introduced company needs 50+ full-time employees at peak (contractors excluded), documented operating history, rights to license and an authorized contact. Companies in the U.S., Canada and the EU qualify, as do companies in the UK, Australia, New Zealand, India, Singapore, South Africa, Latin America, the UAE and Saudi Arabia when at least 70% of the data is in English. Partners sign the Channel Partner Agreement before submitting, and the first valid introduction within the 90-day window is credited when the company submits a verified application.
Next step
Refer a company. No cap on rewards. Default reward on a company's first qualifying transaction: the greater of $50,000 plus 5% and 15% of Actual Supplier Payout, with no cap; further qualifying transactions first agreed within 12 months of the first Closing pay 15%. Eligibility and payment conditions apply, including the USD 100,000 Minimum Transaction, and a signed Schedule A or addendum can differ. A lead, meeting or signature alone does not trigger payment.
When the delivery director has confirmed every line and named the approver, register as a partner, check the company against who qualifies and read the program terms before you submit the introduction.