Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants. You give them a couple of weeks to return their answers, and then you spend a few more weeks poring through those answers with your team to eliminate the deal-breakers and discern the winner. Finally, you’re down to two choices – both options have versatile capabilities and impressive metrics. You make plans to visit their offices for the first time. But when you walk in the door of the first, your heart sinks. This simply isn’t somewhere you could see yourself – or your agents – working. Maybe it’s the lack of windows and the glaring fluorescent lights. Maybe the leisure spaces are uninspired and uninspiring. Maybe it’s something you can’t quite put your finger on. Can your brand really shine in this kind of environment? You walk away from that option and visit your second finalist with your fingers and toes crossed. Miraculously, it’s the perfect fit. You only wish you could have saved the precious time and effort spent in the RFP process by having this insight beforehand.
This isn’t just an imaginative exercise – it’s a situation we’ve witnessed in real life, with one of our own valued clients. And it’s why – for the same reason you wouldn’t throw down thousands of dollars on a house you haven’t walked through – we recommend always conducting site visits before diving into the time-consuming RFP process.
The procurement process can be a thing of beauty. It exists to achieve consistency, efficiency, and objectivity. You know exactly what you need in regards to channel support, reporting metrics, technical capabilities, agent training, and more, and the contact center RFP makes sure you’re checking all the boxes. The goal of this process is an apples-to-apples comparison of capabilities, performance rates, and price points.
It’s a worthy goal, but procurement can’t happen in a vacuum. Putting your brand in the hands of an outsourcer requires a strategic partnership, not just a vendor who checks all the boxes. And establishing that partnership isn’t as simple as following a checklist. It means physically shaking hands with leaders and agents, walking through office spaces, and getting to know the people you’ll be working with. It means asking the question, “can we see ourselves working here?”.
Getting on-site with each potential outsourcer will enable you to narrow down the options. Then you can deliver a tightly curated list to procurement to let them do what they do best.
Don’t go in blind. Know what you should be looking for on your contact center site visit before you get there. Here are a few considerations:
Culture fit. A shared culture is key – that’s probably one of the biggest reasons you’re choosing not to offshore your project. Your outsourced agents must be able to empathize and engage with your customers – and that goes deeper than simply speaking the same language. An organization that is culturally aligned with your own is one that shares similar values, commitment to their employees, and vision for the future.
Capabilities in action. Your RFP process will naturally require vendors to list and describe their capabilities, but getting on-site may reveal innovations, complexities, or nuances about technologies, workforce management or processes that you simply didn’t know to ask.
Physical work environment. The people representing your brand will be entrenched in the workspaces you observe, all day every day. Is there a friendly atmosphere? Is it an engaging space designed to nurture employees? Or does it feel oppressive and tense? Are employment standards similar to your own? Remember that the happiness of your agents directly impacts the happiness of your customers.
Brand representation. Without a site visit, it’s difficult to get a sense of how agents identify with the brands they’re representing. In person, however, you can see firsthand how well the client brand resonates in the subculture of the contact center. If the entire center feels homogeneous and mundane, your unique brand is unlikely to reflect in the customer experience. In our experience, agents who are truly aligned with a brand see themselves as employees of the client first, and of our contact center second.
Safety and security. Your RFP will likely have an entire section dedicated to safety and security, but a site visit enables you to see how security measures are actually fulfilled in real life. How is data kept secure? Are sensitive projects kept separate from others? What does a safe space mean to your potential outsourcer – and does it match your own definition of safety and security? Observe how careful your hosts are with you on site. Chances are, other visitors (your competitors perhaps?) are likely to be held to the same security standards, or lack thereof, that you are. For example, if during a tour, you’re “treated” to a sneak peek into a highly secure area, beware.
Ease of travel. Regular site visits – annually or even quarterly – are important for a highly strategic partnership. It’s likely another reason you’re choosing onshore or nearshore outsourcers. You want to minimize time spent in transit. However, be careful who you rule out in light of this consideration. Nova Scotia in Atlantic Canada, for example, may sound distant if you’re unfamiliar with the region. But it’s a stone’s throw from New York, with direct flights to major US cities including Newark, Chicago, Boston (and the added bonus/ease of US Customs pre-clearance at Halifax International Airport!).
We get it – touring multiple contact centers can be cost- or time-prohibitive on the front end. If you’re struggling to get buy-in on the time and expense, we recommend that you invite potential partners to visit your offices instead.
Meeting them in person and giving them a behind-the-scenes look at your brand and operations will still go far in being able to narrow down your list of vendors. You’ll get a better sense for who they are, how engaged they are with your own people, and how committed they are in accommodating your needs.
Meeting your potential contact center partners before you send them the RFP empowers you to build a better list from which to choose. Figuring out the subjective, intangible elements of the decision process up front allows you to focus simply on the skills, competencies, and cultural make up of those partners you already feel you can work with. In this situation, your customer service leaders and procurement department can work closely to tailor that RFP based on your visits. For example, if something struck you as innovative or essential at one center, but you didn’t observe the same factor at another, be sure to ask about it in the RFP.
Publish Date: May 29, 2019 5:00 AM
ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.
neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200
|2.)||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.
PH: +1 512-872-7565
Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900
|4.)||Lieber & Associates|
Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.
Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.
Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933
|9.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
|What Happens to Customer Service When Unemployment Hits Historic Lows?||July 3, 2019 5:00 AM|
|Keep Your Contact Center in North America Without Breaking the Bank||June 24, 2019 5:00 AM|
|Oh, the Places You’ll Go: The 4 Contact Center Location Considerations||June 13, 2019 5:00 AM|
|Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits||May 29, 2019 5:00 AM|
|Up Where Expectations Soar: Customer Care in the Age of Entitlement||April 15, 2019 5:00 AM|
|How to Engage Gen Z in the Contact Center||March 26, 2019 5:00 AM|
|Blue Ocean Wins 2019 Silver Stevie® Award in 13th Annual Stevie Awards for Customer Service||February 26, 2019 5:00 AM|
|Empowering Your Team to Deliver Kick-Ass Customer Experience||February 25, 2019 5:00 AM|
|Are You Using 1999 Metrics to Measure 2019 Customer Care?||February 7, 2019 5:00 AM|
|Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?||January 22, 2019 5:00 AM|