Professional & B2B Services · Buyer guide
Buying a Call Center & BPO Services business
Published · Reviewed by The Diligence Standard Team · Updated
a Call Center & BPO Services business can look attractive on headline earnings while business-specific operating, compliance, people or transferability risks materially change what a buyer actually owns.
How the business works
Contracted clients, seat utilization, labor cost, service levels, technology, client concentration and geographic delivery model drive value.
Risks to test
- Client concentration
- High attrition
- Underpriced contracts
- Technology/telephony dependence
- Data/privacy exposure
- Offshore/geographic risk
Evidence to request and reconcile
- Client contracts
- Revenue by client
- Seat/FTE utilization
- Payroll/attrition
- SLA reports
- Technology/security policies
Decision questions
- Which clients can terminate quickly?
- How much margin exists by account?
- What attrition/recruiting cost is normal?
- What technology is mission-critical?
- What data/privacy obligations exist?