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.
About Blue Ocean Contact Centers:
We 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.
Published: Monday, May 1, 2017
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.
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.
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...
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.
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.
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.
Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.
Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.
- Year-round NTA metadata
- Daily CSV files upload to Customer business applications
- Capture packet to Wireshark for Deep Packet Inspection (DPI)
- detect traffic anomalies
- and more ....
|10.)||Teckinfo Solutions Pvt. Ltd.|
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)
|11.)||The Primas Group|
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.
*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more
As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.