Call Center RFP Template

Selecting the right 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.

What should be in your Call Center RFP?*

Call Center RFP TemplateOverall

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

Your Organization & Requirements – (introductory statements, not questions)

  • 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

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

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

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.

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