Why You Should Look Beyond the RFP for Contact Center Vendors
July 24, 2014
July 24, 2014
Requests for proposal (RFPs) are commonly used to solicit solutions from suppliers that meet defined requirements. In the case of contact centers, there are nuances that your specifications may be overlooking.
Communication Service Providers (CSPs) often use a variety of vendors to provide customer service for various products or services, lines of business, regions or countries. A vendor may be selected to provide customer support for a new product launch, for example. When the need is specific, so then are the specifications. However, the vendor selected to run one contact center based on a certain set of requirements may also have the skill sets, expertise and capability to provide additional services not considered during the time of selection.
Vendor consolidation has been a priority for many CSPs due to the ability to gain economies of scale and achieve higher efficiencies in vendor management. By looking beyond the original specifications for which a contact center provider was selected, you may find further opportunities to maximize the value your company receives.
The vendor you selected to meet a specific set of requirements likely serves a wide variety of clients, helping them provide support for a range of products and services. The clinical nature of the RFP process can veil additional services, resources and expertise a vendor may have available. CSPs are continuously launching new products and services. Expanding portfolios create emerging and future needs that may be very well addressed by existing contact center vendors.
Examples of areas easy to overlook with existing customer service vendors may include:
There are obvious benefits from choosing to use an existing vendor to provide additional services, such as no onboarding and reduced paperwork. But there are also a few more subtle benefits that are worth considering:
Meeting the initial requirements for a customer service project is table stakes. Once accomplished to your satisfaction, maximizing the value you gain from existing vendors is a smart strategy that can present itself in ways you may not have thought to look for. Looking beyond the RFP is a wise choice for today’s procurement professionals. It makes your life easier, lowers your workload and helps your company reach its objectives more quickly.