Run your whole BPO vendor network in one system
Onboard programs, structure client → vendor → site → agent-pool hierarchies, and pay per seat, per resolved ticket, and on SLA — with CSAT, AHT, FCR, and adherence rolling up the tree. Every vendor, site, and queue, in one place.
Programs · Per-seat · Per-resolved · SLA bonuses · CSAT · AHT · FCR
Every kind of outsourcing partner, one core
A partner in a BPO network is any org you contract to deliver work — a full-service vendor, a delivery firm, a sub-contracted site, or a staffing supplier. PartnerOS treats them all as configurable partners.
BPO vendors
Full-service outsourcers running voice, chat, and email queues for your programs — billed on seats and outcomes.
Delivery / outsourcing partners
Managed-service firms that own an outcome end to end: a campaign, a queue, or a resolution backlog.
Sub-contracted sites & teams
Individual delivery sites or pods nested under a vendor — each with its own SLA, roster, and scorecard.
Staffing partners
Seat and agent suppliers you ramp up or down against forecast, tracked to fill rate and adherence.
Speak the language of the floor
PartnerOS ships a small set of generic objects. Rename them to how an outsourcing business actually runs — programs, seats, resolved tickets, SLA — with no forked build.
Client program down to the agent pool
Model a program as a tree: the client program at the top, BPO vendors under it, delivery sites under each vendor, and agent pods at the leaves. Seats and SLA roll up the branches, and every level sees only its own queues.
- ✓Program → vendor → site → agent pool, as deep as you need
- ✓Seat counts and SLA attainment roll up each branch
- ✓Site-level scoping enforced server-side, not in the UI
Pay per seat, per resolution, and on SLA
Compose the way you pay a vendor: a monthly per-seat fee, a bounty per resolved ticket, outcome bonuses when SLA and CSAT clear target, penalties when they miss, and ramp incentives while a site scales. Every movement accrues to an auditable ledger.
- ✓Per-seat monthly + per-resolved-ticket bounties
- ✓Outcome bonuses and penalties tied to SLA / CSAT
- ✓Ramp incentives while a new site scales to volume
- ✓Append-only ledger in integer minor units — reconcilable
Onboarding, scorecards, and resolution — in one place
The same surfaces that run a channel program run a BPO network. Ramp a program on a board, hold vendors to a CX scorecard, and work every queue from one desk.
Ramp a program from RFP to live
Every program moves through your onboarding stages on a shared board — RFP, contracting, ramp, and live. Vendors register their sites and seat commitments; your ops team runs the board and only ever sees the programs they own.
- ✓Configurable onboarding stages, not a fixed funnel
- ✓Seat commitments and go-live dates per vendor
- ✓Per-vendor isolation enforced in the data layer
A CX scorecard for every vendor and site
Turn the event stream into a live scorecard. Define the metrics that matter in a contact centre — CSAT, AHT, FCR, SLA attainment, and adherence — and render them per vendor, per site, or per pod, with a hard leak guard between tenants.
- ✓CSAT, AHT, FCR, SLA attainment, and adherence
- ✓Metric, time-series, and event-list widgets
- ✓Rendered per vendor or site, isolated by construction
Every queue, ticket, and SLA on one desk
A full service desk with SLA sweeps and escalation sits over the whole network. Track open volume and breaches, route by priority, and roll resolved tickets straight into per-resolution payouts and CSAT surveys.
- ✓Tickets, threads, assignment, and SLA escalation
- ✓Breach and adherence signals feed vendor scorecards
- ✓Resolved volume flows into per-ticket payouts
Give every vendor their own branded home
Each vendor works from a white-label portal on its own domain — seat rosters, resolved-ticket totals, SLA standing, and payouts — resolved only for verified hosts, so branding never widens access.
White-label portalsWhat a network on PartnerOS looks like
Ready to run your partner program in one place?
Book a walkthrough and see recruitment, PRM, automation, payouts, CX, and dashboards working together — on one platform.