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
  • 10 Contact Center Myths Busted

    For most forward-thinking companies, the use of contact center software is on the rise. That said, in spite of contact center software’s sudden rise in popularity, a number of myths have begun to take shape. more

  • How Workforce Optimization Reduces Agent Attrition

    The average turnover rate for contact centers is two times greater than it is across all industries. This leads many to consider high agent attrition normal, but the truth is that you can save a lot of money by working to reduce it. more

  • 7 Common Pain Points Contact Center Software Eliminates

    Owning and operating a business comes with its fair share of ups and downs. That said, the more disheartening moments almost always seem to negatively influence your company’s bottom line. Though by no means an all-inclusive culprit, much of the time, a downtrending bottom line can be accurately chalked up to poor customer service—the numbers back us up on this one. more

  • Contact Center Implementation 101

    Starting, maintaining and growing a successful business is largely dependent on great products and services. That said, there’s another important factor many eager entrepreneurs overlook…customer experience. more

  • 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