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Procurement Market Intelligence Report

Call Center Services Sourcing Guide & Market Trends

Comprehensive intelligence for making smart purchasing decisions

Learn about actual and potential costs

How much should I pay for Call Center Services?

What is the average price of Call Center Services?

This procurement report includes pricing information to help you purchase Call Center Services. Our analysts provide a benchmark price and a price range based on key pricing factors to help you understand what you should be paying for this specific product or service. To see the average price for this and hundreds of other products and services, subscribe to ProcurementIQ.

Has the price of Call Center Services been rising or falling?

Analysts look at market data from the previous three years to determine an overall price trend. You can use the recent price trends to help you understand price volatility and plan your budget.

I’m not ready to purchase Call Center Services yet. Will I pay more if I wait too long?

We forecast the next three years of price movements by looking at factors likely to affect the market's supply chain, such as inputs, demand and competition. You can then use the price forecast to figure out the best time to purchase.

What other costs are associated with purchasing Call Center Services?

Our analysts calculate the total cost of ownership and assign a level of low, moderate or high, depending on things like customization, integration and installation. Use this information to budget for Call Center Services with a reduced risk of unexpected costs.

See how we display average pricing information, trends and market data.

Find the vendor to meet your needs

Where can I purchase Call Center Services?

Call center services have a low level of market share concentration, with the top four firms accounting for less than 30.0% of total revenue. There are about 23,500 suppliers providing call center services in the United States, and the majority of these suppliers generate less than 1.0% of total market... Subscribe to learn more.

Questions to ask potential suppliers

How can I gain leverage during negotiations?

Outbound Services

What are the most common outbound services you provide?

What is your success rate with reaching potential customers?

What are the most common methods you use to reach potential customers?

How do the employees track their work? How often am I provided with a report showing their progress?

On average, how much time does a call center employee spend on reaching out to potential clients?

Supplier Experience

What market(s) are your clients primarily in? What experience do you have serving clients in my market?

What is the range in size of your clients? What experience do you have serving clients similar to my size?

What type of case studies do you have that exhibit your experience with different buyers?

How long have you provided services to your longest tenured client?

Why did your last three former clients cancel their contracts with you?

With what relevant trade associations are you involved? What type of benefits do you receive?

Call Center Employees

How many clients does each call center employee handle?

How do you train employees? Are they cross-trained to work on multiple jobs?

How long does it typically take for an employee to become completely knowledgeable about my product or service?

How do you assign employees to different jobs?

What is the average experience of the employees that are assigned to my project?

How am I informed of the employees' work? What type of reports do you generate to show their work and their contact with my customers? How often do you generate reports?

What is your employee turnover rate?

Competition

How do you retain clients while attracting new ones?

What is your client turnover rate? How long, on average, do you work with clients before they leave?

What incentives do you offer to keep clients at your company?

As a small company or a nonemployer, how do you compete with large companies that are established in the market?

As a large company, how do you compete with the emergence of small companies and nonemployers?

How have you developed your reputation?

How do you market your services to potential clients? How much do you rely on repeat customers?

Related Services

What type of related goods and services do you offer?

What types of discounts can I earn by bundling the purchase of related goods and services with the purchase of call center services?

What type of competitive discounts would you offer if I were to consider switching from a competitor to your company?

How have the related goods and services you offer impacted your competitive advantage over other call centers?

Geographic Coverage

Does your company provide services on a local, national or international level?

What types of markets do you primarily serve in each region?

What makes the location of your call centers strategic?

What advantages and disadvantages will I face by choosing a call center in my region?

What advantages and disadvantages will I face by choosing a call center far removed from my region?

What issues and language barriers have you encountered when using call center employees in foreign countries?

How do you ensure call center employees in foreign countries are trained properly?

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Key elements for every RFP

What should my Call Center Services RFP include?

Project Budget

Buyers should specify their budgets for call center services.

Buyers should detail the cost model and contract term for annual ongoing costs, such as IT support services.

Selection Criteria

Buyers should consider vendors that offer a solution that meet the requirements of the RFP.

Buyers should review the experience of vendors based on client references and the quality of their customer service.

Buyers should evaluate providers based on the estimated costs of the call center services.

For a detailed list of key selection criteria, buyers should reference the Buying-Decision Scorecard section of this report.

Project Schedule

Buyers should provide the timeline of the RFP and project.

Buyers must include the date of when proposals are due and when the award information will be available.

Buyers should provide any other benchmark dates that suppliers will need to be aware of.

Evaluate major factors to mitigate risk

How risky is the Call Center Services supply chain?

The supply chain for call center services presents a low level of risk. Most first- and second-tier suppliers, including computer, software, furniture and office supply providers, participate in intense competition within their respective markets. Call center service providers can, thus, negotiate lower costs and pass the savings to buyers. Suppliers... Subscribe to learn more.

HIGH

MEDIUM

LOW