88% of buyers say that the customer experience a company provides is as important as its product or services.
In B2B as well as B2C sphere, one of the most effective ways of providing excellent customer care is through call centers.
To ensure your business acquires a professional call center that knows how to communicate to your shoppers, you must procure the services of a top-notch call center agency.
This article discusses call center RFPs: how to write them, why to write them and we give away a FREE call center RFP template for you to use and customise to your needs.
Table of Contents
What is a Call Center RFP?
A call center request for proposal (RFP) is an official document that announces to qualified vendor that a call center services project is available for bidding. It contains all the necessary information for submitting a proposal for project fulfilment.
When a firm has to implement and outsource call center services, they typically hire a professional agency rather than relying on in-house resources.
The call center RFP contains all the key details about the project in a well-prepared presentation. An RFP may provide you with competent proposals and allow you to evaluate different call center providers that submit bids in response to an RFP.
The RFP process as a whole provides an objective framework for selecting the best supplier for your call center project and effectively outsourcing this type of services.
What to Include in a Call Center RFP
1. Provide Key Information About Your Company
Begin your call center RFP by giving precise and complete information about your company.
Prospective call center agencies must learn more about your company. Try to include an in-depth description of what you do, your product or service offerings and how they fulfill your customers' demands, how long you've been in business, what distinguishes your brand, where you're at in your business, and so on.
Your business information summary should comprise the following items:
- A brief history of your firm
- Brand Vision and Mission
- Unique value proposition
- Business objectives
- Stage of business (start-up, industry leader, etc.)
- Current earnings
- Industry and market
- Major stakeholders in the competitive landscape
2. Provide Information About Your Customers
Defining your target demographic is critical for effective call center services since it will help call center agents communicate appropriately and more effectively with your clients. Your brand audience is the group of consumers who are most likely to be interested in your brand's goods.
In your call center RFP, provide all accessible information about your target audience. This vital information will be used as the foundation for your call center strategy by experts.
Include information about your target audience and their primary characteristics:
- Gender, age, location, education level, occupation, income, and other demographic information
- Psychographic data such as
- Purchasing habits and behavior
- History of shopping
3. Describe Your Ideal Call Center Provider
You should also include in your call center RFP your expectations from an ideal vendor. This stage will assist you in shortlisting applicants that suit your specific needs.
These might include things like:
- Working hours and time zone preferences
- Working experience in your specialization or related sectors
- Work portfolio that is relevant to your branding objectives
- A senior-level expert team, as well as executive engagement
- Willingness to work with other third-party suppliers such as marketing consultants
- Regular video calls or live meetings, as well as weekly reports and updates
- Payment flexibility or other financial factors
- and much more
Additionally, you might request that potential suppliers provide a few references from clients who have used their call center or virtual call center services, as well as an overview of their services, project scope and contact information.
4. Share Your RFP and Project Timeline
This part is dedicated to conveying your project's deadlines and timescales throughout the whole RFP process, which is one of the most crucial components of a proper call center RFP.
Make sure to mention the following dates:
- The beginning of the project
- The time frame for your call center project
- The distinct milestones for each component of your project
- Distribution of the call center RFP to potential providers
- The time frame in which you will receive and assess RFP answers.
- The reveal of a winning agency
5. Reveal Your Budget
Include a realistic budget estimate in your call center RFP to get more accurate replies from suppliers. It will also allow them to discover and suggest the most significant service solutions to assist you in meeting your project objectives.
When discussing your budget, be clear and emphasize your willingness to negotiate. You can also share any budget constraints you have, which will help you better evaluate the RFP responses from various providers.
Call Center RFP Template
RFP template for call center services is useful for creating your own request for proposal from scratch, because it already contains all the essential fields and questions that just need filling out by the agency.
You can also download your copy of a free call center RFP template to the right on this page.
Here is an example of what a well-rounded call center services RFP template should contain:
Introduce your company and give a brief background on your business type, market, competitors, key areas of expertise and your unique value proposition.
•Mission statement and vision:
•Target audience/customer types:
•Main drivers for call centre needs:
PROJECT SUMMARY & OVERVIEW
Deliver an overview of your current call centre capacities (if any), why you are looking to implement call centres in your strategy, what you hope to gain from this and your ideal project timeline.
Define what challenges your business currently faces that call centres should solve. Be as broad or as concise as needed.
Determine the short-term and long-term goals (SMART - specific, measurable, attainable, relevant and time-sensitive) you wish to achieve with your call center efforts.
All bidding vendors must [list the criteria that must be met in order for a proposal to be considered, for example their experience and client case studies, team size info, organizational charts, etc.]
1. Provide a resume or online portfolio for each individual who will be assigned to provide the services and designate the individual who would have primary responsibility for overseeing the services.
2. Work Examples: Provide a description of relevant past projects and examples of prior work. 3. References: Provide 2-4 client references including short description of the project and contact information.
All bidding vendors must [list the requirements that each proposal must address, such as budget, timelines, and submission due date
[Outline information about the timeline for the RFP process as well as the project itself— deadlines, milestones, and potential roadblocks.]
Specify the budget you have allocated for this project. Also, have the proposer submit an appropriate and realistic cost.
List other documents agency and service providers should submit along with their application. If you have additional questions you'd like them to answer, list them here.
•Notable Client Work:
The company will review submitted proposals for qualifications. The choice for a contract will be made based on the following criteria:
1. Expertise and experience of the agency in our niche 2. Quality of call centre services
3. Range of services
RFP Sent Date:
Proposals Due Date:
Winner Selected By Date:
Why Write a Call Center RFP
An RFP has the advantage of forcing you to sit down and write out exactly what you want in your ideal offshore call center. A strong RFP can help you avoid the regretful circumstance in which you later realize that the call center you chose is burdened with fixed expenses, inefficient personnel, and an inability to grow to meet the expectations of today's clients.
Another advantage of using call center RFPs is that they save you time. You simply need to put out your needs once, rather than going through them with each possible outsourcer. Potential call center vendors may then study your RFP specifications at their leisure and withdraw from consideration if they are not fit.
Call Center RFP Takeaways
A public relations RFP can help you collect valuable responses from different vendors. It also allows you objectively choose the provider that best fits your PR goals.
This RFP checklist can be reproduced for essentially any other desired service or industry, such as:
- RFP for Software Development
- Digital Marketing RFP
- Website development RFP
- Mobile App development RFP
- SEO RFP
- Social Media RFP
- Website Design RFP
- eCommerce RFP
- Video production RFP
- Branding RFP
- Cybersecurity RFP
- Graphic Design RFP
- RFP for IT services
- Email Marketing RFP