The common failure pattern is hiring first and designing the operation afterward. Reverse that sequence: define the service, control environment and leadership model before scaling headcount.

1. Specify the work precisely

List the processes moving to Sri Lanka, customer groups served, volumes, service hours, languages, systems, quality measures and escalation paths. Identify work that should remain with the client.

2. Choose the operating model

Decide whether you need a captive operation, outsourced delivery or a staged model. Compare control, speed, management burden, capital commitment and exit flexibility—not price alone.

3. Build a defensible workforce plan

Translate volumes into roles, skills, shifts, supervisor ratios and training time. Include recruitment lead time, attrition, leave cover and a realistic productivity ramp.

4. Design governance before launch

Name accountable leaders in both countries. Define daily operational reporting, weekly performance review, incident ownership, change control and the decisions that require client approval.

5. Establish security and continuity controls

Map data accessed, system permissions, device policy, physical access, confidentiality, backups, connectivity redundancy and incident response. Requirements should reflect the client’s contracts and regulatory obligations.

6. Select facilities against the operation

Evaluate power, connectivity, transport access, security, expansion capacity and business continuity. Remote or hybrid delivery can reduce premises requirements but increases the need for endpoint and supervision controls.

7. Run a measured pilot

Start with a defined process, trained team and acceptance criteria. Track quality, productivity, customer outcomes and unresolved risks before increasing volume.

8. Scale only after evidence

Use pilot data to correct staffing, training, systems and management assumptions. Expansion should be a decision supported by performance—not a date on an optimistic presentation.

Commercial discipline: demand a transparent cost model. If recruitment, management, technology, facilities, compliance and contingency are missing, the quoted saving is not credible.

Explore our Sri Lanka BPO and offshore-team support and office, recruitment and operations service.

Official sources to verify

Rules and procedures can change. Review the current information directly:

Turn the checklist into an accountable work plan.

Tell us your sector, country, expected team size and target date. We will identify the first decisions and the specialists likely to be required.

Send a confidential enquiry ↗ WhatsApp Paul