Sales Outsourcing: How an External Team Can Increase Your Conversions by 30%
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April 25, 2026"The wrong outsourcing partner can cost you more than staying in-house. Here's how to spot the red flags before you sign the contract."
The outsourcing industry is full of companies that promise everything and deliver little. After years of experience working with clients, Workanova has identified five critical mistakes companies make when choosing an outsourcing partner — and how to avoid each one.
Mistake #1:
Focusing only on price
The cheapest offer is rarely the best. If a partner is offering agents at a price that looks too good to be true, ask yourself what you're not seeing: Are the agents inexperienced? Is there no dedicated Project Manager? Is there no quality assurance? Price matters, but TCO (Total Cost of Ownership) is what you should really be measuring.
Mistake #2:
Ignoring industry-specific experience
An agent who worked in telecommunications can't immediately provide iGaming support at the same level. Experience in your specific vertical — iGaming, fintech, e-commerce — shortens onboarding, improves FCR, and reduces errors. Always ask for references from your industry.
Mistake #3:
Insufficient attention to communication processes
How does the partner communicate with you? Do you have a dedicated Project Manager? How often do you receive reports? What is the escalation protocol? Without clear answers to these questions, managing the team becomes frustrating and inefficient.
Mistake #5:
Absence of measurable KPIs in the contract
A contract without clearly defined KPIs (CSAT target, response time SLA, FCR goal) is a contract without accountability. Every serious outsourcing partner accepts measurable targets and reports on them regularly. If a partner refuses to commit to KPIs, that is a serious red flag.
