Our response depends on whether this is a one-time request or an ongoing requirement: • For a one-time request: Assess the cost, and if the client is strategic, consider offering it as a goodwill gesture. Make it clear this is a one-time courtesy outside the contract to avoid future misunderstandings. • For ongoing scope increases: Define the incremental cost and clearly communicate the added value to the client. Present it in a way that highlights the alignment with their goals, demonstrating that the additional investment is worthwhile. In both cases, focus on clear communication to maintain trust and ensure a mutually beneficial outcome.

Handling extra client expectations beyond a BPO contract requires a balanced approach: 1. Acknowledge and Clarify: Understand the client's additional needs and discuss their impact on current deliverables and resources. 2. Assess Feasibility: Analyze whether the extra work aligns with your team's capacity and expertise without compromising quality. 3. Propose Amendments: Suggest a revised contract or additional scope agreement that covers the extra services fairly. 4. Maintain Transparency: Clearly communicate timelines, costs, and resource requirements, ensuring mutual understanding. The key is to safeguard relationships while upholding operational boundaries and quality standards.

We used to have a saying “the SLA’s are green but I don’t feel green”. Contracts are for a reason and over delivering with no consequence sets a future you might not want. If you’re delivering to contract then you need to take your governance to super drive. You need to bring in the sponsors on both sides to openly discuss what is wanted versus what the contract says. My experience show that most delivery challenges can be dealt with if the right individuals are involved with open and transparent discussion. If your not delivering to contract that’s a different discussion

When a client demands more than your BPO contract covers, handle the situation by first understanding their expectations thoroughly and assessing if the request aligns with your capabilities. Communicate transparently about the scope outlined in the agreement and explain the additional resources or costs required to fulfill their demands. Propose an amendment to the contract or a separate agreement for the extra work, ensuring mutual understanding and formal documentation. Maintaining professionalism and a collaborative approach can help address the situation without compromising service quality or the client relationship.

When a client demands more than the BPO contract covers, address it professionally and strategically. Start by reviewing the contract to identify the scope and limitations. Schedule a discussion with the client to understand their specific needs and priorities. Offer feasible solutions, such as a change request, additional services, or a revised agreement. Highlight the impact on resources, timelines, and costs, ensuring transparency. If possible, propose a phased approach to meet urgent needs while formalizing new terms. Maintain a collaborative tone, focusing on mutual benefits. By managing expectations and maintaining open communication, you can protect your interests while preserving the client relationship.

As per me, when clients ask for more, it is often a sign of trust. They see you as capable of delivering beyond the basics. That is an opportunity, not a burden. I focus on "why" behind the request and it often turns out an opportunity to address bigger needs. Instead of focusing and reviewing contracts and sticking to a rigid term, offer a framework for flexible capacity. Involve clients and take their help is re-prioritising existing task to make room for their new requirement. As a BPO, we should know that every move always makes our structure stronger specially when it comes with delighted experience of our clients.

Reframe the conversation to focus on long-term partnership rather than immediate limitations. Instead of simply adhering to the contract, propose an innovative "pilot project" approach, where you test new services or tasks on a small scale before scaling them up. This allows the client to see the value without overextending your resources. Additionally, create a co-creation space where the client collaborates with your team to define new solutions, making them feel part of the process. This approach ensures flexibility, aligns with their vision, and fosters trust, while keeping your operational boundaries intact.

When handling extra expectations beyond the BPO contract, it's essential to communicate clearly with the client, explaining the contract's scope and limitations. Clarify their additional requirements to understand their needs. If necessary, review contract terms to assess potential amendments or addendums, and propose alternative solutions or compromises. Collaborate with the client to find mutually beneficial agreements. If required, escalate the matter to management, documenting changes to the contract records and communication. Throughout the process, maintain proactive communication, transparent documentation, and collaborative problem-solving to ensure a positive client relationship.

Handle extra client expectations by: 1.Clarifying Scope: Politely explain the agreed terms of the contract. 2.Understanding Needs: Listen to the client’s additional requirements to assess feasibility. 3.Offering Solutions: Propose an amendment to the contract or a separate agreement to cover the additional work. 4.Maintaining Professionalism: Stay empathetic and ensure the client feels heard while protecting your team’s capacity.

Understand the requirement and the demand on the service. Decide if it is something that falls within our expertise (if it slides not then it’s not worth a poor customer experience just for the extra revenue), scope the cost and propose an uplift in fees and set expectations re timeframes if it is something you believe you can deliver on. If not then be up front and honest, and even better, recommend a provider who you know can deliver the extra service to a high standard if you’re aware of one.