Include These Essential Elements In Your Outsourced Contact Center RFP

Include These Essential Elements In Your Outsourced Contact Center RFP

Drafting an RFP can be tedious and complicated. You need to consider every aspect that would be involved in your new partnership relationship.

But the truth is that RFPs are really needed and useful to make smart decisions about your contact center outsourcing provider. Since you will be trusting them with your customers and becoming an extension of your company, make sure it fits your culture, your requirements, your technology, compliance and security, and other essential elements that can determine the success of the relationship. Here are 6 key sections of a contact center RFP you should not forget when preparing one.

Company Profile
First, you need to learn about the company you are going to work with to know if they align with yours and what you are looking for. Here you can add questions about their history, their mission, vision, values, or facts (such as number of employees or years of experience), their structure, their culture, and so on. All this information allows you to know if it’s a trusted company, if they have the experience your project needs, if their culture can fit yours, and you can visualize what it would be like to work with them.


Agent Hiring, Training & Engagement
As we always say, agents of contact center outsourcing companies are their biggest asset. Therefore, it is essential to know if they hire the correct people, if they offer training and development for them to grow, and if they are engaged and happy in the company. We already know the importance of these three elements. Ask them about their hiring process, how they test agent skills, ask if they have ongoing development training and how they incentivize or motivate their team. In the end, their agents will be your agents too.


Performance, Reporting & QA
Numbers are always important for companies. If you are hiring a contact center outsourcing service, it’s because you want to improve your numbers. Either looking for expertise or cost reduction, knowing if the contact center is reaching its goals it’s crucial. Would you be able to measure your KPIs with the reports they offer? Can you ask for a special report? Would you be able to measure things in real time? What do they measure internally to help your company? And don’t forget about Quality Assurance: are calls monitored and recorded?


Does the contact center outsourcing provider have the technology to provide the service you need? Are your systems compatible? This will help you know how smooth the implementation can be. Ask about the telephony platform, its integration capabilities with your CRM or CTI, about internet carriers, computers, monitoring systems, and any other technology your operation might need.


Compliance & Security
With technology comes compliance and security. Knowing about their certifications, procedures and policies will allow you to know how compliant their operation is with what your operation requires. This is also the opportunity to know if they can implement new practices to be compliant. You can ask about their information security policy, if they have a paperless policy, if they are PCI or HIPAA compliant. Ask about internet access and uses of email, about disaster recovery and system redundancy. But not everything is about technology, also ask about legal resources and physical access and security.


Let’s say that your operation is running and suddenly you get an extra charge for something you didn’t consider and now it’s more complicated to negotiate. It is important to know about their pricing structure, understand what is covered. Ask about situations that might happen to see how that would be managed, such as investing in new technology or asking for an extra service. Also, know what advantages they might have for you, such as volume discounts and what performance guarantees are included.

Don’t forget to include these elements in your RFP and ask the right questions. But also, don’t forget that an RFP needs to address your real needs. Avoid asking things that would not add knowledge to make your decision and make specific questions that involve your processes in other to make the right selection for your contact center outsourcing provider.


Call Center Services International is a company strategically located in Mexico that helps U.S. business establish high-performance nearshore Contact Centers by providing a World-Class Bilingual Workforce, State-Of-The-Art Infrastructure, and Proximity to U.S. (minutes from the San Diego border or in Mexico City).

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