ICMI is part of the Informa Tech Division of Informa PLC

This site is operated by a business or businesses owned by Informa PLC and all copyright resides with them. Informa PLC's registered office is 5 Howick Place, London SW1P 1WG. Registered in England and Wales. Number 8860726.


4 Essential Resources to Read Before You Craft Your Contact Center RFP

You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and can’t be modeled on the same old RFP template used for other services your company may procure.

4 Essential Contact Center RFP Resources

Your contact center partner owns a considerable part of your customer experience. And customer experience comes with complexities not found in other service offerings. And your outsourced partner is going to act as an extension of your brand, so their employee experience, hiring philosophy, and corporate culture truly matter. Thus, crafting your contact center RFP takes thoughtful preparation. Here are our most popular resources to guide you in crafting an RFP that will address the unique challenges of selecting a contact center partner.

1. Sample Contact Center RFP Timeline

We get it: you urgently need a new contact center outsourcer. But despite the time crunch, sending out an RFP with a short deadline is unlikely to yield the reliable results you need.

The right partner, the one that will serve your business best in the long run, goes through a deeply collaborative internal process to collect the information you request. The most helpful RFP response – one that is thoughtful and custom-tailored to your unique business scenario – can only be attained through an equally thoughtful RFP process and timeline on your side of the table.

Check out this article for more guidelines on the contact center RFP timeline.

2. 51 New Contact Center RFP Questions

Your boilerplate RFP template might be a reliable, time-tested resource for other industries and services, but the contact center industry is unique. That said, the process of figuring out the right RFP questions doesn’t have to be stressful. That’s why we’ve put together a comprehensive list of questions for you to use.

These contact center RFP questions are designed to effectively compare vendors while digging deep into details that will drive your decision. For ease of use, we divided these 51 questions into six categories, including company overview, agent hiring/training, contact center reporting, project management, and pricing.

Don't stress. Rely on this article to help put together your RFP.

3. Writing a Contact Center RFP? 10 Mistakes to Avoid

Speaking of stress, even armed with the right questions and backed by a thoughtful timeline, there’s still room for mistakes to be made and decisions to be compromised. It’s just an unfortunate part of the procurement process (we’ve all been there).

We’ve compiled a list of the mistakes we see most often in the contact center RFP process. These are areas that are frequently overlooked amidst the urgency and complexity of your needs. Don’t neglect these crucial parts of your RFP. Read on!

4. 5 Top Procurement Tips for Seeking an Outsourced Contact Center

This resource looks at the big picture of contact center procurement.  We recognize that seeking an outsourced partner is one of the most significant undertakings for any procurement professional. It requires a thorough understanding of an industry that even the best RFP response can’t necessarily communicate. A truly exhaustive evaluation of contact center options also requires an intimate knowledge of your own company and its culture and brand.

The more complex your customer service scenarios, the more you need a trusted partner over a generic service provider. At Blue Ocean, we take that partnership seriously. It’s why we put together this article examining the five steps to building that relationship from scratch. We’re all about sharing valuable insight and keeping your best interests front and center. Can’t wait to hear your feedback!