Outsourcing Inbound Call Center Services

Company Name:

Contact Information:

Issue Date:

Due Date:

Company Overview:

Program Overview:

Organizational Capabilities

1. Please provide a brief overview of your company. Include information on the length of time your company has been in business, number of clients, facilities and ownership. What is the average daily call volume your company handles?
2. What are your standard service metrics for wait time, abandoned calls, service levels and blockage?

Facilities

1. How many facilities do you have and where are they located? How many workstations does each facility have?
2. Please describe your ACD and telecommunications structure including number of T1 circuits.

Systems

1. Please describe your minimum computer hardware and software for each agent workstation. What is the typical start-up time for a new program?
2. What hours is your computer center staffed? How many people do you have in your IT department?

Disaster Recovery

1. Please describe your disaster recovery processes for both telephone and computer systems. What redundancy measures do you have in place?
2. What security measures do you have in place to protect client data?

Reporting

1. What are your ACD reporting capabilities? What report delivery options do you offer? Can you provide customized reports?
2. Please provide samples of your standard reports.

Account Management

1. What is the start-up process for a new account? Please describe your forecasting process. Which staffing and/or scheduling tools do you use? Please provide information on your key management. How are account managers selected for each program?
2. How many client programs does each account manager oversee?

Agent Hiring and Development

1. What is your hiring criteria and process for new agents? How do you train your agents, initially and on-going? What type of agent motivation and retention programs are currently in place?
2. What is your overall annual agent turnover rate?

Quality and Monitoring

1. What quality assurance programs do you have in place? Describe your monitoring capabilities. Do you provide remote monitoring capabilities to your clients? What is your quality assurance staff to agent ratio?
2. How often are your agents monitored? Please provide a copy of your standard monitoring form.

Pricing

1. Please provide all costs associated with your services. Include price per minute. Please denote initial charges and on-going costs.
2. What start-up fees do you charge?

References

1. Please provide 3 references from current clients with programs similar in scope to this one.