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Outsourcing Resources

Call Center RFP Template

Critical Questions to Optimize Your Outsource Call Center Search
Outsourcing Resources - Call Center RFP Template

Call Center RFP Template

Selecting the perfect fit outsource call center partner for your organization can be a daunting and difficult task. We have created a Call Center RFP (Request for Proposal) Template to help guide you through the critical questions to ask as you solicit bids from potential call center vendors. This invaluable tool will help thoroughly explain your needs and expectations and also key tips to help narrow down the key areas to consider when selecting the best vendor for your company. Companies big and small looking to outsource a call center will benefit greatly from this Call Center RFP Template.

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What should be in your Call Center RFP?*

Selecting an outsource call center partner is difficult and time-consuming. Because you are selecting a partner that is an extension of your business, your choice must be compatible, experienced, reliable, high quality and cost-effective.

Choosing the right outsource call center partner for your organization can be a daunting and difficult task. Making the right choice is a critical business decision. Outsource Consultants has created a Call Center Request for Proposal (RFP) Template to help guide you through the critical questions to ask as you solicit bids from potential call center vendors. This invaluable tool will help thoroughly explain your needs and expectations to help narrow down the key areas to consider when selecting the best vendor for your company. Companies big and small looking to outsource to a call center can benefit greatly from this Call Center RFP Template.

This Call Center RFP Template tells you what to include in your RFP regarding:

  • Your organization
  • Their organization
  • Campaign management & measurement
  • Technology

Call Center RFP Template - Overall

Overall

  • Questionnaire format
  • Due date
  • Selection process overview and timeline

Call Center RFP Template - Your Requirements

Your Organization & Requirements

  • Description of your company and outsourcing objectives
  • Program requirements (upsell, orders, customer service, technical support)
  • Flowchart of program – where the outsourcer fits in
  • Service level goals and key performance indicators (KPIs)
  • Current scope – internal or outsourced
  • Current monthly call volume

Call Center RFP Template - Their Organization

Their Organization Described

  • Related experience – case histories
  • Vendor’s philosophy, approach, and culture
  • Organization chart
  • Staff Information – management, account, supervisor, phone, and turnover rate
  • Training procedures
  • Locations (onshore, nearshore, offshore)

Program Management

  • Supervisory procedures – quantity and quality control
  • Account management and contact
  • Program change procedures
  • Problem resolution
  • Vendor changes in key staff
  • Potential conflicts of interest

Call Center RFP Template - Tracking Systems

Tracking & Systems

  • Tracking capabilities (test calls)
  • Scripting – detail your requirements
  • Reporting – detail your requirements
  • Their systems – phone and computer
  • Data transfer and interconnection – detail your requirements

Call Center RFP Template - Pricing & General

Pricing & General

  • References – specifically related to services required
  • Pricing – detailing all fees: one-time costs, agent labor costs – per hour, per minute, discounts
  • Copy of standard contract

*These are general recommendations. Specific strategies and tactics should be based on a review of your needs, market, and operation.