Tips For Managing a BPO Relationship

Learn from Choice Hotels' Mark Harmon, who shares his insights and best practices surrounding BPOs.

This webinar is split into 2 parts, as follows:

Part 1: To BPO or not to BPO?

- The story of how Choice Hotels decided to use BPOs
- Best practices for finding the right BPO for your company
- How to structure financial terms with your BPO

Part 2: Tips for Managing Your BPO

- Measuring the performance of your BPO
- Ensuring brand consistency across your BPO and in-house teams
- Coaching and QA in your BPO

Watch the Choice Hotels Webinar

Mark Harmon

Your Speaker

Mark Harmon is the Director, Partner & Performance Management at Choice Hotels.

Mark’s greatest passion is helping people and he’s used that passion to develop associates, build vendor relationships, and drive CX for more than 20 years. Mark joined Choice Hotels in 2014 and is responsible for the vendor management and continuous improvement programs. He’s spent the past 5 years driving performance and advancing the CX mission for guests, members, and franchisees.

Mark holds a BS in Business Management from Grand Canyon University and volunteers as a sound technician at Valley Life Church Tramonto in Phoenix, AZ.

About Choice Hotels

Choice Hotels International is one of the largest and most successful lodging companies in the world. Choice currently franchises more than 6,800 hotels, representing more than 500,000 rooms, in more than 35 countries and territories. Ranging from limited service to full service hotels in the economy, mid-scale and upscale segments, Choice-branded properties provide business and leisure travelers with a range of high-quality, high-value lodging options throughout the United States and internationally. 

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Your Webinar Host: Stella Connect

Stella Connect is a people success platform that leverages real-time customer feedback to motivate and engage front-line teams and  supercharge contact center coaching and QA.

Learn more at

Learn from Mark Harmon and his CX team at Choice Hotels

View the Webinar