Request for Proposals. Customer Service Call Center Services

Transcription

1 Request for Proposals Customer Service Call Center Services company, is seeking a call center partner to provide inbound call center services to our customers. RFP Issue Date: Contact: Contract Term: Deadline for Questions: Proposal Due Date: Submission Process: Finalist Meetings: Selection: About Company Program Overview CSR Duties Monthly Call Volume Estimates Customer Service Personnel Requirements Requirements and Capabilities Please provide all answers to all questions below. 1

2 A. VENDOR INFORMATION NAME: ADDRESS: CONTACT: PHONE NUMBER: FAX NUMBER: YEARS IN BUSINESS: LOCATION(S): NUMBER OF EMPLOYEES/SUPPORT STAFF PER LOCATION B. COMPANY HISTORY Please provide detailed information on the company history and brief biographies on key personnel and employees who will be assigned to our program. Along with: Organization chart Mission Statement In what languages do you have calling capability What is your average daily call volume (per location) Average During your busiest week What is your seasonality Total call volume capacity per day C. PROGRAM MANAGEMENT Please describe the start-up process for a new account. Please describe your forecasting process. Which staffing and/or scheduling tools do you use? Please provide detailed information on the following topic: Supervisory procedures Quality Control on all projects Account management & contact 2

3 How many accounts does one account manager handle? How large is your client support group? Program change procedures Problem resolution D. CALL CENTER INFORMATION What are your standard hours and days of operation - Inbound & Outbound? Do you have remote monitoring capabilities? Do you have blended station capability? Total Number of Seats in each location maximum in each site How many sites, where located, max seats What is the average tenure for TSR s? How do you motivate your TSR s? What is your TSR/Supervisor ratio? Are your TSR s dedicated or shared %? Describe programs designed to facilitate employee retention inclusive of employee morale, recognition and overall management of turnover. Do you have a training department? If so define requirements to be a trainer. Describe in detail your training curriculum for TSR s Describe your training strategy including all delivery methods for content facilitation. Describe the training services you provide inclusive of content management and curriculum development processes. Describe in detail your process for measuring the effectiveness of training. Describe how you identify knowledge and/or skills gaps within your employee base and your process for course recovery. 3

4 Describe your change management process and practices. Describe Quality Assurance process. Describe process for call monitoring and expected and realized benefits of the interaction monitoring process. Describe the agent feedback process and monitoring thereafter. E. REPORTS Please provide a sample of your: Standard call reports Explain your ad hoc reporting capabilities. Detail Key Performance Indicators used in each of the functional areas of the call center. Include definitions, how computed, reporting frequency and processes and programs in place for corrective actions. F. SYSTEMS and OTHER QUESTIONS Please explain your Disaster Recovery System. How much downtime has your agency experienced in the past 12 months due to systems, electrical and weatherrelated incidents? What hours is your computer center staffed? How many people do you have in your systems department? Are you capable of receiving/sending electronic transmissions? Describe your back-up and storage processes. What type of electronic data transfer are you able to support? How regularly are your systems audited? G. ACCOUNT MANAGEMENT Describe the account management process that would be utilized for the Client business. Do you allow and provide space for the client to have on site Client employees? 4

5 H. REFERENCES Please provide three (3) references for which you have provided similar services. Include length of relationship COMPANY CONTACT PHONE I. SCOPE OF WORK & RATE STRUCTURE Price for dedicated vs shared? Are reports included in the charges? If not, how much additional would this cost? What is the cost for customized reports? What is the cost for training? Please provide any supplemental charges, which may be incurred during our relationship. 5