Outsourcing your customer care to a new vendor -- or for the first time entirely -- is a decision that has a direct impact on your brand. Our latest blog offers insight into how to shortlist potential contact center partners.
Running an effective and efficient procurement process for a contact center partner is easier said than done – even for seasoned indirect sourcing professionals and folks in the C suite. It’s not unusual for the process to take 12 to 18 months from discovery to go-live with significant time and budget required along the way. And we have seen deals with the successful bidder derailed by details in the eleventh hour, setting the buyer back to square one after more than a year of effort. With 25 years of experience participating in complex RFP and sourcing events, we know there are a couple of key pivot points that can help you gain efficiency in the long procurement journey to a successful, lasting strategic partnership. Choosing who to invite to the initial steps will either contribute to or detract from running an efficient process. More is not necessarily better.