Is it Time to Outsource Your Contact Center?

HOW TO FIND THE RIGHT VENDOR

This current state evaluation also plays a valuable role in the quest for an outsource vendor if that path is chosen. Since the report lays out in great detail all the plusses and minuses of your contact center operation from end to end and compares it to leading industry benchmarks, it can be used to map out the desired performance characteristics and other traits an outsource vendor should include.

Create a Solid RFP Using the Current State Evaluation If you begin a search for a vendor, creation of a solid RFP will be your first step. The current state evaluation you just received will help enormously as you compile and articulate all the requirements into this document. Obviously, you'll want to include operational processes and performance levels that the report shows your internal call center has been executing positively. Conversely, you'll need to close the gaps in areas found lacking. A good partner firm with deep knowledge of contact centers can prove helpful here. A data-driven RFP automatically screens out undesired vendors and prequalifies applicants, saving time and effort. The current state evaluation also delivers both tactical and strategic insights to be written into the new vendor contract. Roles, responsibilities, and outcomes become unmistakably clear in an operating agreement written in a language that articulates precisely what success looks like. By leaving nothing to chance and decreasing ambiguity to a bare minimum, the prospect of accomplishing all your goals increases dramatically. Access New Technologies and Platforms Hiring a vendor also provides an opportunity to take advantage of human process, platform, and technology upgrades that may not exist in your internal operations. But how do you know which next-generation tools apply? Again, it's wise to engage a partner firm with their finger on the pulse of your particular sector of customer service or sales. They will share what's out there as well as what's on the horizon.