CALL CENTER RFP AND VENDOR SELECTION

  • Research client policies and processes
  • Establish desired KPIs and prepare RFP
  • Identify potential vendors and disseminate RFP
  • Process and review RFP responses from vendors
  • Select vendor semi-finalists for interviews and presentations
  • Arrange and complete site visits of finalist vendors
  • Complete vendor selection and contract negotiations/execution


LAUNCH OPTIMIZATION

  • Assess launch with emphasis on KPI results and customer feedback
  • Address and resolve identified issues with vendor
  • Create ongoing customer service delivery optimization program
  • Identify/train ongoing point of contact for daily issues with vendor

OUR services

CREATING HIGH-VALUE CUSTOMER EXPERIENCES

CX OPPORTUNITY 

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VENDOR IMPLEMENTATION

  • Facilitate technology interconnection between vendor and client 
  • Assist with and guide selection of vendor staff dedicated to client
  • Organize and oversee vendor staff training
  • Maximize development of customer service skills
  • Establish daily/weekly/monthly vendor reporting
  • Manage trial run prior to public launch
  • Oversee public launch

VENDOR OVERSIGHT

  • Provide weekly or monthly review of vendor performance
  • Manage ongoing upgrades and/or revisions requested of vendor
  • Troubleshoot ongoing or future projects