By Steve Brubaker, InfoCision Chief of Staff
It’s time to write your contact center’s request for proposal (RFP) and now you are scratching your head and wondering what to include in the document. You may even be combing the Web looking for templates, so that you ask all the right questions.
It’s important to remember, though, that an RFP is an open-ended document. There are no right or wrong questions to ask. It’s your chance to tell the industry exactly what your organization needs, so that you can shortlist vendors instead of spending hours combing through online reviews.
Here are some questions to consider including in your next contract center RFP:
Has your company ever had a major cybersecurity incident?
Given the rampant nature of cybercrime today, this is an important one to ask — especially if the contact center solutions vendor will be responsible for storing and managing your customer data. Unfortunately, not all contact centers offer strong privacy and data security controls. Make sure to get a thorough sense of each vendor’s commitment to cybersecurity, in order to ensure that the company will be capable of effectively managing your sensitive information.
What kinds of legal resources do you have?
A top-tier contact center solutions vendor will offer advanced legal services, to assist with day-to-day outreach issues and long-term strategy planning. Be wary about partnering with companies that do not offer legal counseling, as they will be unable to offer sound guidance —and could get you into trouble with important regulatory policies like the Telephone Consumer Protection Act (TCPA).
What differentiates your contact center agents?
If you are in the market for a full-fledged contact center solutions provider offering live agents, make sure to do some digging and find out how much time and effort they put into hiring and attracting top talent. Look for a vendor offering experienced, highly-qualified agents who are capable of performing the highest level of customer care.
How big is your team?
Consider the size of each contact center provider’s customer service team. Smaller organizations tend to offer a more comprehensive level of customer care, as management can communicate and coach agents much more easily in this type of environment.
How does your company schedule maintenance?
Read the fine print, and make sure you have a clear understanding of how each vendor schedules maintenance and downtime. Be wary of statistics that advertise uptime, and look for protection in the form of Internet failover and business continuity. Vendors should also offer routine data backups to safeguard against threats like ransomware attacks and unexpected system failures.
Remember that it’s better to be picky when partnering with a contact center solutions vendor. By asking these types of questions alongside your own, you will uncover critical details that will help you understand if the vendor you are considering can be trusted.