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Assistant Vice President - Head of IT Customer Service
Associate Director, Operations
Policyholder Services Technical Specialist
Client Services Manager
The Initial Meeting
When you first meet with potential suppliers, have them sit in your contact center for around ½-1 hour and listen to the type of calls you are receiving/making. It would be a good idea to have them sit with 2 or 3 different agents so that they can appreciate the diversity of the calls. It is good practice to also ask the agents the suppliers sat with to give some feedback on the suppliers – ask your agents if they felt comfortable with the supplier, did they seem to grasp what the business is about etc. – take all of this into consideration. At the earliest opportunity find out who will be doing the training and make sure you and your team meet them before signing up!. During the meeting explain what you are looking for and ask how they would work with you on this project. If you like what you see and hear, invite the supplier in to do some further research in the call center (1/2 day if practical) before presenting their proposal.