SELECTING THE RIGHT OUTSOURCE PROVIDER

Whether you’re considering outsourcing your inbound contact center work for the first time or you’re currently outsourcing this work and are interested in receiving a bid from other contact center outsource providers, Celeration can assist you in every step of your search and vendor evaluation. From RFP Design through Contract Negotiation with your selected outsource provider, we work to help you gather the best intelligence on potential outsource providers for your inbound contact center business and then assist you in structuring a contract to best protect your interests in this vital strategic decision. Our only interest is finding the right fit for your expressed requirements.

RFP Design & Assistance
Asking the right questions is the key to getting the right answers. Celeration can assist you in the design of your own custom RFP (Request for Proposal) or can merge your requirements into our generic RFP template. We then manage the distribution of your RFP to a select group of potential outsource providers, coordinate responses to questions from potential respondents, and schedule follow-up presentations from your short list of potential outsource providers.

Outsource Provider Contract Negotiations
We provide experience at the negotiating table to help you close your outsourcing contract on terms that help assure your future success. Whether in a supporting or lead role, Celeration will plug in with your negotiating team and your legal counsel to represent your interests at the bargaining table. We keep track of all open issues, draft key business language, and help facilitate effective internal and external communication to help move your deal to closure.

Outsource Provider Technical Evaluation
The technical infrastructure implemented by your outsourcer has a significant impact on your ability to provide your customers effective and efficient service. Our technical team will evaluate everything from the design of the underlying telecom and data network to the software applications used for managing voice, email, chat, and customer self-help interactions. You will be assured that the outsourcer can provide reliable service and offer the mix of features that your customers demand. Our technology services include evaluation of the following areas:

• Data and telecom design and network capacity
• Telecom equipment and software for voice call routing, self-help, queuing, and recording
• Application software used for chat and email management and web-based self service
• Data reporting for real-time and historical analysis
• System security and confidentiality

Our team has developed and implemented numerous systems including traditional circuit switched telephony systems, complete VoIP contact centers, chat and email management systems, web-based self service solutions, and extensive knowledge base applications for agents.