Contact Center Vendor Selection Checklist

By Jelani Harper
Updated: September 01, 2011

There are several factors related to the selection process of a contact center vendor that should be evaluated and verified before choosing this type of provider. Some of the more salient of these involving aspects of company culture, industry expertise, objective understanding, and propinquity, have been outlined below.

Industry Expertise

The ideal selection for a contact center vendor is one that has experience and expertise in the specific industry of the enterprise contracting it. One of the foremost means of ascertaining whether a potential provider has such experience is through the procurement of recommendations of other companies who have utilized its service. Be sure and ask for contacts of businesses that operate in a similar industry, and try to determine both the benefits as well as any areas of improvements that can be identified regarding the provider.

Company Culture

It is also essential to glean the particular culture of a contact center vendor to determine whether or not it will be aligned with that of the enterprise seeking its service. The best partnerships with outside providers have similar company cultures or at least involve a vendor that demonstrates a profound understanding of the customer’s culture. To that end, it is typically useful to visit the actual contact center and survey both employees as well as management to gauge factors such as diversity and demeanor of a vendor and its processes, and to identify any potential issues in regards to culture.

Strategic and Objective Understanding

Any relationship with an outside vendor will fail if there is not a synonymous understanding and implementation of an enterprises’ strategic objectives. In order to ensure that a potential vendor fully understands an organization’s processes, it may be necessary to go beyond mere sales associates and speak with upper level management to guarantee that the organization’s goals and objectives will be shared by the vendor. Such conversations will enable enterprises to evaluate the full utility of the contact center as it specifically applies to their businesses.

Propinquity

The most successful vendors are usually located in relatively close proximity to the organization’s contracting their services. A close geographic location assists in the process of enabling the context and expedience of decisions to be handled in a readily available fashion, which benefits both the enterprise as well as the potential contact center vendor.

Advanced Notice of Selection Process

Relationship building with call center providers takes time. The vast majority of the aforementioned factors should ideally be ascertained well in advance of the actual selection process, in order to effectively gauge a potential vendor’s ability to fulfill these requirements in a manner that is unique to the enterprise searching for a provider.
 

Featured Research
  • The New 2017 Contact Center Comparison Guide

    We’ve put together a comparison guide that covers over 40 of the top call center software options, providing details on pricing, features, support, and integrations. If you want to save time and still make a great investment, this guide is a must read. more

  • Best Practices for Contact Center Quality Assurance

    A contact center often brings about a prospect’s first real-time interaction with your company. As such, if it’s not a positive one, they’ll likely look elsewhere for help. With 69% of Americans more inclined to recommend a company to friends and family after a positive customer service experience, you’ll need to exceed expectations on the following fronts. more

  • How to Make Your Contact Center More Efficient

    There’s a very good chance that your contact center is underperforming. With consumer preferences continuously changing, strategies that were once effective now result in too many unsatisfied customers. Fixing this problem involves reviewing your current procedures and optimizing them to drive better results. more

  • How Analytics Can Improve Your Call Center

    Do you know that 40% of contact centers have no data analysis tools, despite analytics being voted the top factor to change the shape of the industry within the next five years? This guide will outline the importance of call center analytics, and explore the many ways that analytics can help you improve your call center on every level. more

  • 8 Signs It's Time to Update Your Call Center Software

    Technology is always improving to meet the needs and expectations of businesses and customers alike. To make sure you’re providing the service your customers require and deserve, it’s vital to use up-to-date software solutions that fully support your customer service needs and company expansion goals. more