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Call Center Vendor Proposal Requirements
Provide a description of your organization, including name of firm, contact information and website address.
How many full time employees work for the company?
Please provide a brief description of the company history, including year
founded and any key events that have taken place since launch
Brief description of the Vendor’s core competencies and how the company
differentiates itself in the market place
Describe your Management Team
What industry and clients does the Vendor typically serve?
List any legal actions involving the Company that could have a significant adverse impact.
Please describe company locations and their primary function and role in administering services described in this RFP.
Please present appropriate financial ratios to inform us of your financial strength and capabilities.
Please list three (3) other major companies with whom the Vendor is currently
Call Center Management and Operations
What are some call center(s) for which the Vendor currently provides services?
Nature/Type of Calls
Average calls per day
Average speed of answer
Maximum number of concurrent agents
Client uses shared or dedicated agents or a combination of both
Number of seats
Current mix of full and part-time staffing
-Hours of operation and availability
Please describe how your center will prepare to incorporate call volume for this
business (e.g., hire and train agents, etc.)
Telecom Capabilities and Call Center Technical Skills
Please describe your center’s technology infrastructure
Hiring and Training
Briefly describe your agent hiring and recruiting policies, practices, and procedures.
What is your turnover rate?
Is the workforce unionized?
What multi-lingual capabilities do you have (identify languages)?
Quality Assurance/Call Monitoring
Please describe your “quality assurance” practices and internal evaluation process for agents
Our company will require Vendor to participate in a weekly quality calibration session where we and the Vendor will jointly review calls. Please describe capabilities to conduct joint call monitoring sessions.
Provide the Vendor’s disaster recovery plan for major and minor service interruptions and catastrophes, including details of redundant site(s), data backup procedures, personnel contingency plan, timeframe for recovery, etc.
Can your technology systems provide the following information?
XX% of calls answered in XX seconds or less
Abandonment rate of X% or less monthly
Average hold time of XX seconds or less monthly
Average call handling time of X minutes or less monthly
Customer satisfaction XX% or higher monthly
Our company expects to sign a two-year contract with the selected Vendor. Please provide fully disclosed pricing for each year of this contract. Show all assumptions/calculations that went into your pricing proposal