Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

The Fundamental Guide to the Contact Center RFP - Blue Ocean Contact Centers - Blog

The Fundamental Guide to the Contact Center RFP

Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new, whose efforts will have a direct impact on your business, its ROI, and all its related KPIs.

It’s the type of decision that is well-suited to a formal RFP and procurement process. Even if you’ve had the same supplier for a while, going through the contact center RFP process will ensure that you and your existing partner are staying up-to-date and competitive as the market evolves; after all, if your supplier grows stagnant, so do you.

If you’re the one in procurement, responsible for sourcing a partner, this is the guide for you. If, on the other hand, you’re the VP of Customer Care or Customer Experience, you can use this guide to ensure alignment between your vision and the tightly-organized process your procurement team will run. And it doesn’t have to be a painful process. Keep reading.

....NOTE - content continues below this message


We invite you and your colleagues to join us LIVE as we take the highest rated industry conference back on the road in 2022 - join us and the elite in the industry at the 17th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



1. Identify Key Stakeholders

Even if your RFP process is driven by the procurement team, stakeholder involvement is essential. They’re the ones evaluating the responses and whom the decision will impact the most. Which leaders do you need to engage from the get-go? Although you want to avoid having too many cooks in the kitchen, collaboration is key.

Once you’ve identified your most important stakeholders, you need to work as a team to establish what the goals are in sourcing a new outsourcer. How will a new partner impact your business objectives, and how will you measure their success? Start with the end in mind. Furthermore, the team should agree on the budget as well as the process for evaluation and scoring of RFP responses (including deal-breaker criteria).

 2. Shortlist Your RFP Participants

What companies are you inviting to participate in your RFP process? There are a couple of considerations here.

First, if you have the luxury of time, an RFI process that precedes the RFP will be highly valuable. Sending out a Request for Information to a broader pool of vendors allows you to solidify the basics, narrow the list of contenders, and proceed to the RFP process more confidently.

If time is of the essence but you do have the luxury of a larger budget, hiring a consultant to narrow down a list of participants is also a valuable tactic. They can build a pool of preliminary vendors that appear to match your basic requirements. Once that list is assembled, you don’t have to keep that consultant around for the rest of the process.

Finally, there’s the good ol’ fashioned approach of Googling. Search online for vendors and assess their websites for culture fit, suite of services and solutions, and self-reported strengths. This alone may give you enough insight to build a basic list of potential partners for your contact center RFP process.

Ultimately, the list you procure will determine how successful your RFP process is. Be careful about inviting too many companies to participate – if the pool is too crowded, you have your work cut out for you, and you’ll need to invest more time than you have or than is necessary, making the decision all the more difficult. On the flip side, too few participants may not accurately represent what the market has to offer.

3. Draft Your Contact Center RFP

Tempted to use a generic RFP template and bypass the headache of writing a new one? Don’t do it! Your RFP questions need to reflect the industry you’re focused on in order to get the most accurate view of your potential partners. If you need a head start, check out our exhaustive list of contact center RFP questions here. Additionally, this is where collaboration with your stakeholders is essential. They will each have specific questions they want answered that will impact how they evaluate vendors; just make sure you streamline any questions that get repetitive. Also consider how your questions are phrased and whether they’re open-ended or require a yes/no or multiple-choice answer. Open ended questions are great, but if you’re short on time for the evaluation process, make sure you enforce a maximum word count – otherwise you’ll be faced with a 100-page long RFP response when one half the length would have sufficed.

Another consideration is the RFP format. Microsoft Word is great for lots of open-ended questions where you can really get a sense of a contact center’s communication style. Questions about culture, employee engagement, training and onboarding, and company history are great examples where Word is the best option. On the other hand, an Excel-style table format may be helpful to better organize – and later compare – questions and answers. Outside of those options, you may already have – or be considering – centralized procurement software. Tools like these may be enormously helpful in streamlining and comparing information. However, be aware of how these technologies may limit your creativity. Ensuring culture alignment between you and your contact center is critical, but discovering that alignment may require a more creative line of questioning than your procurement tool allows. If you do choose procurement software, just make sure you enable vendors to attach additional documents that can showcase any “out of the box” information.

Once you’re done drafting your RFP, get final approval from your stakeholders and get it sent out to your list of potential vendors! Establish a realistic timeline for these companies to review the RFP, ask follow up questions, and return a response. Providing too little time for a vendor’s leadership team to assemble thorough and accurate responses will risk the success of your entire process.

4. Evaluate RFP Responses

Company stakeholders and the procurement team should work collaboratively to score and evaluate RFP responses. Identify any deal-breakers as well as the differentiators and strengths of each individual vendor. RFP response evaluation can be difficult; it’s rarely an apples-to-apples comparison, even on hard numbers like pricing or metrics. Establishing some kind of quantitative scoring to measure qualitative answers seems counterintuitive but it’s necessary – at least as the first step – in order to make sure everyone is on the same page in the evaluation process. Sometimes you’ll have a clear winner; other times you may have to work by process of elimination until you’re confident in your decision.

Putting Together Your Contact Center RFP

On paper, it sounds straightforward, but we know better than anyone how complex the contact center RFP process can get. But we want to make it as easy for you as possible. Hopefully this guide helps a little, but we’d love to share more insight, so don’t hesitate to reach out today.

Once your RFP is ready to go, let us know! We can’t wait to deliver exceptional service to your customers.


Publish Date: August 7, 2018

2022 Buyers Guide Automated Call Distributors

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.


Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)

View more from Blue Ocean Contact Centers

Recent Blog Posts:
What Happens to Customer Service When Unemployment Hits Historic Lows?July 3, 2019
Keep Your Contact Center in North America Without Breaking the BankJune 24, 2019
Oh, the Places You’ll Go: The 4 Contact Center Location ConsiderationsJune 13, 2019
Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center VisitsMay 29, 2019
Up Where Expectations Soar: Customer Care in the Age of EntitlementApril 15, 2019
How to Engage Gen Z in the Contact CenterMarch 26, 2019
Blue Ocean Wins 2019 Silver Stevie® Award in 13th Annual Stevie Awards for Customer ServiceFebruary 26, 2019
Empowering Your Team to Deliver Kick-Ass Customer ExperienceFebruary 25, 2019
Are You Using 1999 Metrics to Measure 2019 Customer Care?February 7, 2019
Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?January 22, 2019

About us - in 60 seconds!

Submit Event

Upcoming Events

The 17th Annual Best Practices and Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies! Read More...
Showing 1 - 1 of 5 items

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =