A strong RFP makes providers quote the same job.
Company and scope
Provide industry, markets, current support model and required inbound, outbound, email, chat, SMS, back-office or sales work.
Volume
Specify monthly contacts, peak day, peak hour, AHT, seasonality and expected growth.
Coverage and staffing
Specify days, hours, time zone, holidays, 24/7 requirements, recommended headcount, delivery location, dedicated/shared model, supervisor ratios and hiring timeline.
Training and technology
Request training duration, certification, nesting, CRM/help desk/telephony requirements and integrations.
Security and performance
Request applicable security evidence and proposed SLAs for service level, ASA, abandonment, QA, CSAT and FCR.
Pricing
Require separate disclosure of agent labor, management, QA, WFM, recruiting, training, technology, telecom, setup, overtime, holidays, minimum volume/team size and price escalation.
Contract and implementation
Ask for initial term, renewal, termination, ramp-up/down, SLA credits and a 30/60/90-day implementation plan.
Compare RFP responses with Call Center Magic.
Related buying resources
Use the call center service-level agreement guide to translate operating expectations into measurable obligations and escalation rules.
Use the call center implementation checklist to assign training, access, escalation, reporting and launch-test responsibilities.