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Five Things to Ask a Contact Center Vendor Before Hiring Them - GCS - Blog

Five Things to Ask a Contact Center Vendor Before Hiring Them

“When your vendor is interacting directly with your customers on behalf of your company, questions you ask before hiring them need to be deeper, more pointed and increasingly challenging.”

From 35,000 feet, contact center vendors look very similar. The baseline questions used to sort out the duds from the potential stars are pretty much the same ones you’d ask any one of your supply chain vendors. But when your vendor is interacting directly with your customers on behalf of your company, those questions should get deeper, more pointed and increasingly challenging. Any contact center challenger worth your time should see this as a very good thing.

Once you get satisfactory answers to your first pass questions, you’re ready to narrow the field to the final few. Your inquiries should get progressively harder. But be careful, there will be respondents who artificially inflate RFP answers to get your business. The answers they do give, along with the details they omit, will help you determine how many of their capabilities are solid and where they may be trying to oversell.

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Once you have whittled down your RFP responses to a select pool of potential vendors, you’re getting close to finding your best-fit partner. You’ve entered what business experts call the “courtship phase” of your relationship. By this point you have given your top candidates enough relevant information to understand your business objectives. This is where your evaluation questions should be the toughest.

Here are five hardcore questions to ask your contact center vendor before signing on the dotted line.


Stability as an Ability.  You already know how long the candidate’s company has been operating, but now it’s time to look ahead. You need to know if your vendor will be able to adapt to, and support, your company’s growth plans. Do they have the core staff and experience to support growth? Can the management team demonstrate how they have helped other clients grow and adapted to their needs?

The big question:  Will they be there for you and your customers as things change?


Agility and Preparation.  At GCS we preach Disaster Preparedness prevents Disaster Recovery. What you need is continuity through the disaster. Make sure your vendor has managed a down-turn and been able to deliver through the experience? Can they provide adequate and meaningful back-up or redundancy in an emergency? Not all plans go as hoped. If things begin to turn, can they assist you in staying on track, or at least minimizing any pain. The answer to this question gives your prospect the chance to show how they respond to market and environmental conditions.

The big question:  How will they contribute to your opportunities for growth and what is their response plan for anticipated threats.


Capital Connection.  Contact center management firms should be financially healthy and willing to invest in the success of your center. Checking a company’s credit reports will only give you a look at past creditworthiness; it won’t help you determine future risk. A thorough look at a vendor candidate’s profit and loss statement (P&L) will alert you to possible problems. You will be able to see their debt load, any issues they have with payables, and how they are using their cash. If your potential partner pushes back or refuses to share their P&L outright, you may want to move along without them.

The big question:  May we see your current financials?


Correct Alignment.  Popularized by management guru Peter Drucker over 50 years ago, management by objective (MBO) is a theory that encourages buy-in to company strategy at all levels of an organization. The vendor you choose should be able to align their goals in the contact center with your company’s business objectives. Before becoming your partner, they must be able to show they understand the goals you are trying to reach as a organization. A vendor candidate’s answer to this question should be clear, specific, and forthcoming.

The big question: What are our organizational goals and what do you bring to the table to help us reach them?


Dedication to Education.  At GCS, we believe in the power of education and training to improve lives, and make connections with customers stronger and more profitable. Our results prove our focus on education. We even provide training and consulting to other centers to help their employees get better. If a candidate claims to be an expert in training, they need to demonstrate it effectively before you partner with them.

The big question: What is your per-employee spend on training and coaching, and what does it yield?

A great contact center vendor should welcome your scrutiny.

When we say we are all about people, process and technology, we mean it.  Why not let our CEO, Greg Alcorn explain the GCS difference? Watch him here.


Publish Date: October 13, 2016 5:00 AM

2021 Buyers Guide Computer Telephony Integration

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

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.

ComSys S.A.

CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.

Consilium Software

Consilium UniAgent™
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
(read more)

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.


CRM integration
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.

This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.


NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.


What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)

View more from GCS

Recent Blog Posts:
Contact Center Best Practices: 10 Areas of FocusFebruary 15, 2017 5:00 AM
Top Contact Center Industry BenchmarksFebruary 1, 2017 5:00 AM
How to Develop a Contact Center Improvement PlanJanuary 19, 2017 5:00 AM
Five Contact Center Trends to Follow in 2017January 4, 2017 5:00 AM
Call Center Outsourcing Services: How to Choose the Right Contact Center VendorDecember 8, 2016 5:00 AM
16 ROI-Proven Ways a Consultant Can Help Your Call CenterNovember 11, 2016 5:00 AM
Five Things to Ask a Contact Center Vendor Before Hiring ThemOctober 13, 2016 5:00 AM
Five Ways A Consultant Can Help Fix Your Contact CenterSeptember 9, 2016 5:00 AM
How Does Your Contact Center Vendor Measure Up?August 17, 2016 5:00 AM
Interpersonal Skills Training for Contact Center RepresentativesJuly 27, 2016 5:00 AM

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