Appointing a Call Centre Service Provider

It is important to be as objective as possible. Though price is important, it is not the only measure by which you should choose an outsourcing partner if you are to avoid entering into a contract that is more likely to fail.

You should develop a scoring mechanism that matches the principal requirements laid out in your RFP. This enables you to allocate scores against the criteria most important to your organisation.

If some factors are more important than others, each item in the scoring model should be individually weighted to reflect its relevance and importance.

Having assessed the responses, you should arrange to visit the top three or four organisations to gain a complete understanding of their operations.

Prepare very carefully for this meeting, ensuring you obtain satisfactory answers to all your key questions. Only then can you be sure that any of the organisations can provide a service in line with your requirements.