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Article : 7 Crucial Questions to Ask in the Contact Center Procurement Process


#contactcenterworld, @BlueOceanTweets

Michael Hasler, VP of Sales and Marketing for Blue Ocean Contact Centers counts down seven key questions to ask potential outsourcers in the following article.
7 Crucial Questions to Ask in the Contact Center Procurement Process

Some of our most popular blog posts are the ones that help potential clients navigate their way through the procurement process for contact center services – especially content that looks at what questions to ask potential vendors.

The first quarter of the calendar year is typically a busy time in the world of contact center RFPs and site visits, so we’ve updated this previously published piece for those who are in the trenches of procurement right now. This post focuses on the end zone of the buying process with a look at seven of the toughest questions to ask your potential partners. How your prospective providers answer these hard-hitting questions can help you whittle that short list down to one clear winner.


7. Where are the two biggest gaps in your capabilities?

Make the potential partners get specific. You want to go into a long-term relationship with your eyes wide open. Every company has things they could do better. Your potential partner should be frank about theirs. If their strengths offset your weaknesses and vice versa, you should be in good shape.


6. What is your reporting going to tell me that I don’t already know?

A data dump of yesterday’s (or last week’s) volume and grade of service represents little more than a scorecard of a center’s performance. Meaningful contact center reporting allows you to glean insights about what happened yesterday (or last week) that contribute to informed decision-making and help achieve your business outcomes.


5. How is your training and development different from the next guy’s?

If the vendor makes the claim that training is a differentiator, make them prove it. Look for stats like total agent time spent in continual training. Look for investments in process and people. Do they have a team of corporate trainers? Do they invest in peer mentors and coach development? How do they approach testing for applied knowledge? What third-party validation can they offer to support their claims – awards, client testimonials, accreditations?



4. Who poaches your frontline people?

This may seem like an odd question, but it tells you a lot. If the vendor says, "Poaching isn’t a problem – no one poaches from us," maybe that’s because their employees are not sought after in the marketplace. They might have a "warm body" mentality toward hiring contact center agents. We consider it a good sign other employers of choice in the market are working hard to try to poach our center’s people – or when our clients hire our people to go work for them. For us, that’s the pure gold and it happens more than you would think.


3. What did you learn from the last client who fired you?

Beware of bull. "We’ve never been fired." We’d call them on that. You’re looking for a real answer that tells you something about the organization’s ability to self-assess and to adapt and change.


2. What will winning my business mean to your strategic goals?

It helps to see where you fit in the big picture. You want to know how important your business will be to the vendor once the contract has been signed and the quarterly sales target is met. Go ahead and ask: where will we fit in your client roster – will we be a top five client? Top ten? Small, medium, or large program in your client base? Be sure your view of how you want your program handled is aligned with where the prospective partner sees you.


1. What percentage of time will my project manager give me day-to-day?

Hold their feet to the fire. In fact, the answer to this question could be something to include in your SLA and something you can scorecard performance against. Whatever the model of your solution – shared, dedicated, or semi-dedicated – you want to understand exactly what that means in terms of time and attention from the project management team before you sign the contract.

If you are seriously considering call center outsourcing as a solution for your business, make sure you get the ‘true’ resolution of the potential vendor you’re looking to use.

#contactcenterworld, @BlueOceanTweets


About Blue Ocean Contact Centers:
Company LogoWe thrive on delivering critical customer service solutions that go beyond transactional interactions. As such, our goal is to enhance lifetime customer value, providing support that is a reflection of your brand promise, even in high-pressure, complex customer service scenarios.
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Today's Tip of the Day - Keep Cost In Perspective

Read today's tip or listen to it on podcast.

Published: Monday, May 1, 2017

Printer Friendly Version Printer friendly version

2024 Buyers Guide Telecoms

 
1.) 
Cloudonix

Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

2.) 
PRILINK

Demarc Network Traffic Monitor
A lightweight Network Traffic Monitor that privides real-time traffic alerts and tracks all IP and SIP endpoints at Demarc. It analyzes mirrored SIP Trunk and Internet traffic in real-time and compiles Network Traffic Analytics (NTA) for all endpoints giving daily network traffic telemetry, most active endpoint summary, endpoint search table and more.

3.) 
Scopserv Integrated Services

ScopTEL IP PBX
The ScopTel IP PBX solution is a distributed software application
that can be installed on both virtual and physical servers, thus
offering a multitude of architectural designs from premise-based
servers to a centralized data center (DC) hosted WAN
environment. The application is distributed as an ISO which
includes the customized Linux operating system

4.) 
Televergence

Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.
 

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