Why early site visits will improve your RFP process
Outsourcing decisions these days tend to be procurement led, and it’s not surprising. They tend to be large decisions for a company to make and have long standing repercussions if the decision doesn’t work out the way everyone wants.
The RFP process hopefully will allow you to understand and compare commercial models, the suppliers viability, both financially and from an experience perspective – all extremely important, yes, however, the RFP process that the procurement team put together to make such a decision, if standalone, does not tick all the boxes.
When you select an outsource partner, you are selecting a group of people to act as an extension of your business, an extension of your brand and to manage interaction with your most valuable assets – your customers.
You wouldn’t purchase a house or a car by simply looking at a document outlining figures and yes/no answers – you would want to visit and walk around the house, look at the layout and get a feel for how it would be to live there. You might also spend time in the neighbourhood and make sure it has everything you want – shops, schools, bars, commuter links. The same with a car purchase – you want to make sure it is comfortable, has the options that you want, suits your family and take it for a test drive.
So it comes as a surprise when companies make outsourcing decisions based on creating a list of potential suitors and issuing an RFP – to my mind this process would benefit from being turned on its head.
The first step is to go and visit potential partners rather than draw up a list of ‘the usual suspects’. The RFP itself should only be issued to those you already know fit your business and can deliver. So go ahead and organise site visits to make sure.
The site visit will allow you and key members of your decision making team, to:
- Meet the team who will answer your RFP questions – This allows you to get to know the individuals who will own the responses. You can understand their experience and socialise your thinking with them. They have a huge amount of experience for you to tap into and you may well find your initial thinking around requirements will change as a result.
- Meet the team who will implement your outsource – These are the people that will work with you to make sure you hit your timelines and make sure that there is a smooth transition, ensuring the outsource is seamless to your customer base. You will be working closely with them long term, so confidence in them is key.
- See how your brand will be presented, protected and valued – Can the provider demonstrate their ability to do what you expect of them. Can they show you, can you see it, can you listen to calls being taken (if possible). These are the people who will be speaking to your customers
Ultimately you will be working with your outsource partner, their subject matter experts and management for a long time. Once you have used the ‘site visit’ to choose the players you want to respond to your RFP it will likely speed up the process and your decision making.
Here at Conduit Global, we relish the opportunity to show you how we work with our existing clients to deliver outstanding outcomes both locally and globally and would love to help you make the right decision – we look forward to hearing from you and, hopefully, seeing you soon.
About Justin Aldrich
Justin is responsible for Conduit Global’s UK&I growth and works with prospective clients to help them make the right decisions when outsourcing. Justin has over 20 years international BPO experience and has helped many household name organisations outsource the complexities of customer service, acquisition and support.
About Conduit Global
Conduit Global is transforming customer engagement in the digital era. CX100, our global CCaaS platform, supports enterprises of all sizes in private and/or public cloud environments, enabling true digital transformation. For more information, please visit www.conduitglobal.com.