What are the key criteria for selecting a BPO vendor that aligns with your business goals and culture?

In addition, be open to evolving your requirements. If you are a first-time buyer of BPO services, be open to learning from, and leveraging the deep experiences a BPO partner brings to the table. After all, you are not outsourcing to achieve 'your mess for less' (the same processes, performed for a cheaper price). You are after a step change on multiple levels - price, outcome, quality, experience, etc. Don't be afraid to self-assess, and use BPO transitions as a chance to drive change that would otherwise be more difficult if performed internally.

Correcto al identificar que parte del proceso operativo debe ser tercerizado con un BPO, automáticamente lo demás cae por sí solo

All true, but most often, BPOs are delivering on your systems - you grant access to your CRM, ERP, etc. to a BPO's team, and they transact on them (just as your internal teams do), perhaps with Citrix or some other virtualization software for greater security. That said, you do want to evaluate systems that a BPO uses to hire, train, schedule, and nurture their teams. In addition, they may have platforms or approaches for performance management analytics. To the extent you are comfortable, allow BPO partners to have access to information that will enable them to contribute their expertise back to you in the realms of analytics, insight and continuous improvement. You'll benefit greatly from this additional value add.

Cultural fit is critical to BPO success. They need to understand your product/service and have similar core values. If they are going to be an extension of your organization train them well on everything, but not all at once? The right Managers and Team Leads make all the difference since they are in the trenches everyday.

Culture is everything. Invest in educating your BPO vendor about your culture. They are an extension of it. Ensure they get the same training, decorate their centers in the same colors, celebrate in the same successes, use the same corporate language.

All true. Also be mindful of the types of service you are contracting. Back-office often goes to India (it's price has long been hard to beat, although inflation is making it less competitive recently). Voice (for US) is often sent to the Philippines. But, regional requirements can send calls to Latin America or Eastern Europe for instance. If you're in banking, financial services or healthcare, there may be regulatory or security reasons that restrict you to only sourcing from domestic suppliers. Whatever your needs, also be sure to consider 'work at home' options - this provides access to some truly great talent including stay-at-home moms, seniors, differently abled, and people in small towns (not near delivery hubs).

A culture and track record of innovation is very important in your selection criteria. Be sure you build these expectations and allowances into your contracts. Don't buy for cheap and then expect innovation - there will be no money for it, and therefore you wont get it. Develop contracts, and the associated vendor relationships, that are built around transformation. Host collaborative innovation competitions. Reward winners (from both sides). Invest (from both sides) in improvements (on both sides). Profit from your successes (on both sides).