Customer support BPO · Sales
Support outsourcing proposal
Answer a request to take over a company's customer support with a proposal built on their real volumes. The prospect answers the discovery questions through a shared link, and nothing goes out until the operations director approves the price and the service levels.
- Duration: 2 to 3 weeks
- How often: For every proposal request
- Steps: 8 steps
- AI agents: 1 AI agent
- Approvals: 1 approval
Free plan, no credit card needed.
What changes with this template
Without it
Discovery questions go back and forth by email for weeks.
The price is a guess based on the last deal.
Sales promises service levels operations cannot meet.
Every proposal is written from scratch.
With it
The prospect answers them through one shared link, and the run shows what is still open.
The price comes from a staffing model built on the prospect's own volumes.
The operations director approves the service levels and the price before the proposal goes out.
An AI agent drafts the proposal, and the operations director checks it.
The template, step by step
Each step says who does it: someone on your team, an AI agent, or the client through a shared link. An approval keeps every later step locked until it is given.
- Done by your team
- Done by an AI agent
- Done by the client, through a shared link
Starts when
A company asks for a proposal to outsource part or all of its customer support. The business development manager starts a run with the company name and the proposal due date.
- 1
Qualify the request and send the discovery link
Hidden from the shared linkDay 1Business development manager · Team
Check that the request fits your channels, languages and hours, find the decision maker and send the prospect the shared link with the discovery questions.
Checklist
- Request fits our services
- Decision maker identified
- Confidentiality agreement signed
- Shared link sent to the prospect
Fields to fill in
- Company (required)
- Prospect contact email (required)
- Proposal due (required)
- Channels requested (required)
- 2
Answer the discovery questions
Days 2 to 5Prospect contact · Shared link
Through the shared link, the prospect describes their contact volumes, support hours and languages, current tools, service level targets and peak periods.
Fields to fill in
- Contacts per month (required)
- Support hours and languages (required)
- Service level targets (required)
- Link to sample reports
- 3
Check the answers in a discovery call
Week 1Solutions consultant · Team
Read the answers, hold a call to fill the gaps and note what the prospect keeps in house. If key answers are missing, mark the run blocked and note them.
Checklist
- Volumes checked against the sample reports
- Tools and access needs clear
- Scope agreed
Fields to fill in
- Scope notes (required)
- Open questions
- 4
Model staffing and price
Hidden from the shared linkWeek 2Workforce planner · Team
Turn the volumes and service levels into the agents needed, add shrinkage and ramp-up, and price it per hour, per agent or per contact.
Checklist
- Volume turned into staffing
- Shrinkage and ramp-up included
- Margin checked against the target
Fields to fill in
- Agents needed (required)
- Price model (required)
- Monthly price (required)
- Link to the pricing model (required)
- 5
Draft the proposal
Week 2Proposal writer · AI agent
The proposal writer drafts the proposal from the discovery answers and the price model: scope, staffing, service levels, transition plan and price.
Fields to fill in
- Draft proposal (required)
Checked by: The operations director checks the price, the service levels and the text, and approves the proposal in step 6.
- 6
Approve the price, service levels and text
Hidden from the shared linkWeek 2Operations director · Team
Check that the team can meet the service levels at this price, correct the draft and approve the final proposal.
Checklist
- Service levels achievable with this staffing
- Margin at or above the floor
- Text corrected
Fields to fill in
- Link to the final proposal (required)
Approval: Nothing goes to the prospect until the operations director approves the price, the service levels and the text.
- 7
Present the proposal
Week 3Business development manager · Team
Email the approved proposal to the prospect, walk them through it in a call, answer their questions and offer a pilot if they are unsure.
Checklist
- Proposal emailed and presented
- Questions answered
- Pilot option discussed
Fields to fill in
- Presented on (required)
- Prospect's questions
- 8
Prospect records their decision
Week 3Prospect contact · Shared link
After reading the proposal they received by email, the prospect records through the shared link their decision, what they would change and the start date they prefer.
Fields to fill in
- Decision (required)
- Reasons or changes
- Preferred start date
Done when
The prospect has the approved proposal, and their decision is recorded with the reasons and a preferred start date.
Make it yours. Rename steps, change owners and add checklist items, fields or approvals. The template is a starting point for the way your team works.
The AI agents in this template
An agent only works on its own steps, and a person on your team checks what it did. Anything an agent writes to a connected app waits for approval unless you allow it.
Proposal writer
Drafts the proposal from the discovery answers and the staffing and price model.
What it does
- Reads the discovery answers from steps 2 and 3 and the staffing and price from step 4
- Follows the proposal structure in its step instructions
- Writes scope, staffing, service levels, transition plan and price into its step
- Completes its step, so the operations director can review it
Checked by: The operations director checks the price, the service levels and the text, and approves the proposal in step 6.
Questions this template answers
Build it on the prospect's real volumes and targets, and price it from a staffing model, not a guess. Steps 2 to 6 collect the numbers, model staffing and price, draft the proposal and get it approved before it goes out.
Turn volume and service levels into the agents you need, add shrinkage and ramp-up, then choose a price per hour, per agent or per contact. Step 4 records the price model, the monthly price and a link to the pricing model.
Ask for contact volumes, support hours and languages, current tools, service level targets and peak periods. The prospect answers these in step 2 through a shared link, and step 3 fills the gaps in a call.
Have the person who runs operations approve the service levels against the staffing before the prospect sees them. Step 6 is an approval gate: nothing goes out until the operations director approves the price, the service levels and the text.
Let AI write the first draft from the discovery answers and your price model, and keep the commitments with people. In step 5 the proposal writer drafts the proposal, and in step 6 the operations director corrects and approves it.
Send the approved proposal, present it in a call and ask for the decision in writing, with the reasons. Step 7 records the presentation and the questions, and in step 8 the prospect records their decision and preferred start date through a shared link.
Run this workflow in OKiDO
Set up the steps, owners and approvals once, then start a run for every new case.