Request For Proposal
(COMPANY NAME)
REQUEST FOR PROPOSALS RFP # (if applicable)
Title:
Issue Date:
Due Date:
Sealed Proposals subject to the conditions made a part hereof will be accepted
until (TIME), (DATE) for furnishing services described herein.
| DELIVERY BY US POST OFFICE | DELIVERY BY ANY OTHER MEANS |
RFP # (if applicable)
Attn:
Company:
| RFP #(if applicable)
Attn:
Company:Email:
Fax: |
IMPORTANT NOTE: Indicate firm name, RFP number (if applicable), and opening date on
the front of each sealed proposal envelope or package. Electronically submitted (email/fax)
proposals will be accepted.
Direct all inquiries concerning this RFP to:
Attn:
Company
Address:
Tel:
Fax:
Email:
NOTE: Questions concerning the RFP requirements may be submitted in writing or by
phone. They may be mailed, faxed or emailed to (Contact Name). Questions must be
submitted no later than (Time) on (Date).
Background and General Information
Please provide a brief overview of your (customer’s) company.
Program Overview:
Please provide an overview of the program you are looking to outsource.
Customer Care Questions
1 Organizational Capabilities
1.1 Please provide a brief overview of your company including length of time in business, number of clients, facilities, ownership (private/public/parent company) and management histories.
1.2 Provide a percentage breakdown of call and contact types handled within your company.
- Outbound/Inbound/VRU
- Outbound by type
- Inbound by type (Order Entry/Customer Service/Sales/Other)
1.3 What is your average daily call volume?
-During your busiest week
-What is your seasonality?
1.4 Please provide actual company averages for the following metrics (also include peak periods). Please do not provide target numbers.
- Wait time (ASA):
- Abandoned calls (%):
- Service level (% in 20 seconds):
- Blockage (%):
- Productivity: Average number of calls processed per agent per hour:
1.5 What are your abilities to support non-traditional staffing hours,
1.6 What are your web support capabilities?
2 Facilities
2.1 How many facilities do you have; where are they located and where would our agents be located?
2.2 How many workstations does each facility have? What types (PC/VT)
2.3 Please describe your ACD and telecommunications structure in each facility, including number of T1 circuits.
2.4 Describe the extent of your CTI capabilities
2.5 Please list the Telco’s you support and denote your preferred vendor.
3 Systems
3.1 Please describe your computer hardware:
3.2 What operating systems do you support?
3.3 What hours is your computer center staffed? How many people do you have in your systems department?
4 Software Development
4.1 Do you develop your own software, or use a commercial package?
4.2 If you develop your own software, what programming language(s ) do you use? If you use a commercial package, which one?
4.3 How many programmers do you employ? What is their experience?
4.4 Are you able to develop a customized software program for my application? What will be the development time?
4.5 What is your turn-around time on subsequent changes?
4.6 What type of changes do you charge for?
5 Disaster Recovery
Please describe your disaster recovery processes for both telephone and computer systems.
6 Reporting
6.1 Please describe your reporting capabilities (ACD and computer).
6.2 Describe report delivery options.
6.3 Please provide samples of your standard reports
6.4 Are there any charges for reports? If so, what are they?
6.5 How long does it take to provide a non-standard report?
7 Account Management
7.1 Please describe the start-up process for a new account.
7.2 Please describe the group that will manage my business and the people who will be my primary contact(s).
7.3 What would be the Telecom, IS and quality assurance escalation procedures?
7.4 Please describe your pertinent experience to our program.
7.5 Please describe your forecasting process.
7.6 Which staffing and/or scheduling tools do you use?
8 Agent Hiring and Development
8.1 Please describe your hiring criteria and process.
8.2 Please describe your training procedure: initial and on-going
8.3 What is the maximum number of agents that can be trained in one training class?
8.4 How would you train our specific program?
8.5 What is the average tenure for your agents?
8.6 What is your supervisor to agent ratio?
9 Quality and Monitoring
9.1 What quality assurance programs do you have in place?
9.2 Describe your monitoring capabilities. How many people do you have assigned to monitoring?
9.3 Do you provide remote monitoring capabilities to your clients? Please explain.
9.4 How often are your agents monitored? Please provide a copy of your standard monitoring form.
10 Pricing
10.1 Please provide all costs associated with your services. Include price per minute (or contact), telecommunications infrastructure charges and programming fees. Please denote initial charges and on-going costs.
10.2 Please include pricing for those types of web support that you provide: E-mail Response and chat.
10.3 Does your prices per minute include long distance charges? If not, how much additional would this cost?
10.4 Please provide any supplemental charges, which may be incurred during our relationship.
10.5 What is your billing method and frequency?
11 COST PROPOSAL
Provide a detailed schedule of prices for the following services. Identify additional service fees that may be applicable.
A. Agent Cost Per Hour:
B. Base Monthly Charges:
C. Agent Cost Per Minute:
D. Supervisory Costs:
E. Training Costs:
F. Base Monthly Charges:
G. List any additional changes and fees:
12 Appendix
1. Company organizational chart
2. Telemarketing staff structure
3. Sample reports: ACD, operating and web support
4. Monitoring form(s)
5. Please provide 4 References (include: Contact name, phone number, length of time providing service, and brief description of the services you provide them.