Choosing an outsourced customer care partner might just be one of the most complex procurement scenarios out there. After all, this is a partner who will hold your brand and reputation in their hands, interfacing with your loyal (and often concerned) customers day in and day out. No boilerplate RFP document will do the job. No pressure.
But seriously, no pressure – over the years, we’ve created a wealth of customer care RFP resources to help make your job as easy as possible. Below you’ll find a handful of articles with insight to help you tailor your RFP process to your specific requirements, goals, and customer care scenarios.
Grab a cup of coffee and check them out.
If the RFP process seems overwhelming at first glance, this step-by-step guide will help streamline it for you. When seeking a strategic customer care partner, you need an RFP process that is similarly strategic – the generic RFP you may have in place for other less complex procurement scenarios just won’t cut it. From identifying stakeholders and defining your metrics for success to drafting and formatting your RFP document, we’ll walk you through the process from start to finish.
Sometimes a visual is the most helpful tool. We put together this handy infographic with the top 10 RFP questions for finding the perfect outsourced partner. Although there’s more information you’ll want to know and add, these 10 questions set a robust foundation for your RFP, covering all the bases and ensuring that you’ll be able to make a more informed decision.
Are the 10 questions above not enough for you? We have a more comprehensive list available here. It’ll save you some time in drafting up your RFP and ensure you’re not missing any gaps. We’ve broken the list up into six main themes, including: company overview, agent hiring/training, contact center reporting, project management, and pricing.
Speaking of saving time, how long should this whole RFP process take anyway? An accurate timeline will help to set reasonable expectations within both the procurement and management teams. It will also prevent details from slipping through the gaps when processes or phases are too hastily rushed. Finally, it’s also essential to give your potential vendors enough time to thoughtfully complete the RFP, which will ensure you have the most accurate big picture information available to make your decision.
The year is still young – and your fiscal year may only just be beginning – so it’s a natural time to assess your customer care program and make the decision to find a new outsourcer. If that’s the case for you, don’t let an impending deadline open the door to these common RFP mistakes. Knowing what not to do always helps you set the stage for better business decisions.
It’s a rare person who truly loves RFPs. But we do hope these resources at least take the stress out of the process. Procuring an outsourced customer care partner is a thoroughly complex journey, but we’re always available to help make it a little bit easier – and more effective.