{"id":67,"date":"2026-06-09T09:00:00","date_gmt":"2026-06-09T13:00:00","guid":{"rendered":"https:\/\/www.grampacific.com\/blog\/outsourcing-customer-service-checklist\/"},"modified":"2026-06-09T09:00:00","modified_gmt":"2026-06-09T13:00:00","slug":"outsourcing-customer-service-checklist","status":"publish","type":"post","link":"https:\/\/www.grampacific.com\/blog\/outsourcing-customer-service-checklist\/","title":{"rendered":"Outsourcing Customer Service: A 12-Point Security and Quality Checklist"},"content":{"rendered":"
Handing your customers to an outside team is an act of trust, and trust, in business, is not a vibe. It is a clause. Whether you are evaluating Gram Pacific or anyone else, put these twelve demands on the table before you sign anything, and watch how the vendor’s face behaves while you do.<\/p>\n
The checklist<\/h2>\n
\n
1. Named, dedicated agents<\/b>, not an anonymous rotating pool.<\/li>\n
2. A written SLA<\/b> for first response and resolution, with a number attached. Ours is 98%+ compliance.<\/li>\n
3. Weekly QA sampling<\/b> of real tickets, scored against a rubric you approved.<\/li>\n
4. Your tools, your data:<\/b> agents work inside your helpdesk, so history and macros remain yours if you ever walk.<\/li>\n
5. Least-privilege access:<\/b> agents see what the job requires and not one field more.<\/li>\n
6. Managed devices<\/b> with VPN and device management, verified, not promised.<\/li>\n
7. Confidentiality and a DPA<\/b> in the contract by default, not as a favour.<\/li>\n
8. A named supervisor<\/b> accountable for attendance and quality, included in the fee.<\/li>\n
9. An escalation path<\/b> with defined triggers: refunds above X, legal threats, press inquiries.<\/li>\n
10. Coverage planning<\/b> for leave and sickness at no extra charge.<\/li>\n
11. Brand-voice training<\/b> completed before the first live ticket, not rehearsed on your customers.<\/li>\n
12. A replacement guarantee<\/b> with a deadline in business days, in writing.<\/li>\n<\/ul>\n