DEJOIY | Your first BPO conversation, prepared.
Updated: 29 September 2026

A practical checklist for scoping support channels, workload, ownership and launch expectations.

DEFINE THE CUSTOMER JOURNEY
- List the contact reasons you want help with: order updates, product questions, returns or other needs.
- Identify channels: voice, email, chat or social support.
- Describe the locations, languages and working hours that matter.

PREPARE A REALISTIC OPERATING PICTURE
- Bring approximate daily and peak contact volumes, if known. Use ranges when data is incomplete.
- List the tools your team currently uses and who owns access approvals.
- Describe escalation owners, response expectations and any seasonal changes.

AGREE WHAT A PILOT SHOULD PROVE
- Choose a manageable starting scope and a review date.
- Define quality, resolution and customer experience measures before launch.
- Agree what information can be shared and how access and retention will be handled.

START THE DISCUSSION
- You do not need every answer before contacting us. A clear description of your goals is enough to begin.
- Do not include customer records, passwords or confidential production data in an initial website enquiry.

General planning guidance. Scope and response commitments are agreed with the DEJOIY team.
https://business.dejoiy.com/help