How to write a Tender for Contact Centre Outsourcing

In this special 1 day session we will help you write a Tender for Contact Centre outsourcing.

Choosing the right outsourcer for your Customer contacts is one of the most important decisions you will make.

And every outsourcer is different.

Some outsourcers have very specific niches they serve and they don’t perform very well outside of those niches.

Some outsourcers act as strategic partners while others just do what they’re asked to do.

Quality and the ability to deliver on your Customers’ expectations varies widely across different providers.

And the person or Team that manages your program might be a Contact Centre expert – or again they might not.

It can be hard for a layman to tell.

So it’s important to develop a Tender document that helps you hone in on your specific objectives.

And that helps you select the right outsourcer for your program.

The challenge is that the folks who have to develop the Tender and select the provider may not be Contact Centre experts

Many of our Clients & Friends have come to us with serious concerns about their outsourcers.

They also say they don’t have enough mastery of the Contact Centre environment to ask the right questions.  Or to know when they are getting what they should.

To address this need we have developed a special 1-day session to help Participants develop a Tender document for Contact Centre outsourcing.  And from there evaluate submissions.

In our 1-day workshop we will –

  • Establish the ‘right’ KPIs against which to measure outsourcer delivery
  • Understand how different channels of communication work – independently and together
  • Understand who is responsible for ‘what’ in the outsourcing relationship
  • How to handle rapid change in Customer communication channels
  • Know what to look for to determine if your Outsourcer is the right ‘fit’

Over the course of the day, we will work through a solid template for developing a Tender for Contact Centre Outsourcing.

We will also discuss what the ‘best’ answers look like when comparing different outsourcers.

Thank you for reading!

Thank you for the time you took to read this today!

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Daniel Ord

[email protected]

www.omnitouchinternational.com

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