RACI handoff cards for messy BPO ownership
Recall and apply RACI roles to BPO process handoffs.
RACI What does RACI stand for in a BPO handoff? Four roles, one ownership map. Ownership basics Responsible versus Accountable Compare In BPO, agents may be Responsible while the client policy owner is Accountable for exception approval. Stakeholder says: We are all accountable here. A queue policy decision keeps stalling across teams. Your line We can all contribute, but this decision needs one accountable owner. Who signs off if there is a conflict? Shared accountability sounds collaborative but often hides no accountability. The line separates contribution from final ownership. When should a client be Consulted rather than Informed? When their…
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