RFP

RFP

RFP

Part a

List of Elements

Organizational Capabilities

Facilities

Systems

Disaster Recovery

Reporting

Account Management

Agent Hiring and Development

Quality and Monitoring

Pricing

References

Part b:

RFP

Request for Proposal (outsoyrcing abstract and Coding)

Company Name:Contact Information:Issue Date:Due Date:Company Overview:Program Overview:Organizational Capabilities

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?

What are your standard service metrics for wait time, abandoned calls, service levels and blockage?

Facilities

How many facilities do you have and where are they located? How many workstations does each facility have?

Please describe your ACD and telecommunications structure including number of T1 circuits.

Systems

Please describe your minimum computer hardware and software for each agent workstation. What is the typical start-up time for a new program?

What hours is your computer center staffed? How many people do you have in your IT department?

Disaster Recovery

Please describe your disaster recovery processes for both telephone and computer systems. What redundancy measures do you have in place?

What security measures do you have in place to protect client data?

Reporting

What are your ACD reporting capabilities? What report delivery options do you offer? Can you provide customized reports?

Please provide samples of your standard reports.

Account Management

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?

How many client programs does each account manager oversee?

Agent Hiring and Development

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?

What is your overall annual agent turnover rate?

Quality and Monitoring

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?

How often are your agents monitored? Please provide a copy of your standard monitoring form.

Pricing

Please provide all costs associated with your services. Include price per minute. Please denote initial charges and on-going costs.

What start-up fees do you charge?

References

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

Part c

Article Critique

When a company or an individual entrust some of its specific work to someone who is unknown is said to be as outsourcing. Outsourcing is not only for large business it is also useful for small business. There is a dramatic change in outsourcing which provide a gainful profit over the business.

Outsourcing is made in the concern of minoring firm, conserving energy directed at the competencies of a particular business and resources. Most of the U.S. companies are outsourcing information technology and services to offshore locations to reduce costs and take benefits of global skills. Managers want to know which jobs are more conductive to global disaggregation. Outsourcing engages the relocate of the management and day-to-day execution of a complete business role to an external service ...