CREATING HIGH-VALUE CUSTOMER EXPERIENCES

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

CX OPPORTUNITY 

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OUR services

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

VENDOR OVERSIGHT

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

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