What Should Be In Your Outsourcer RFP*

Overall
· Questionnaire format
· Pointed questions


Your Organization & Requirements
(Introductory Statements, not questions)
· Description of your company and program
· Program requirements (upsell, orders, fulfillment, etc.)
· Flowchart of program - where the outsourcer fits in


Their Organization Described
· Related experience - case histories
· Vendor's philosophy & approach
· Organization chart
· Staff information
   - Management, account, supervisor, phone
   - Turnover rate
· Training procedures


Program Management
· Supervisory procedures
   - Quantity control
   - Quality control
· Account management & contact
· Program change procedures
· Problem resolution
· Vendor changes in key staff
· Potential conflicts of interest


Tracking & Systems
· Tracking capabilities (test cells)
· Scripting - detail your requirements
· Reporting - detail your requirements
· Their systems - phone & computer
· Data transfer & interconnection - - detail your requirements

Pricing & General
· References - specifically related
· Why use [vendor name] for this program?
· Pricing
   - One-time costs
   - Fixed costs
   - Variable costs - per _______
   - Discounts? - What's not included?
· Copy of standard contract

*These are general recommendations. Specific strategies and tactics should be based on a review of your needs, market and operation. For outside support, contact Lieber & Associates.