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Procurement Market Intelligence Report

Telephone Support Services
Sourcing Guide & Market Trends

Comprehensive intelligence for making smart purchasing decisions

Learn about actual and potential costs

How much should I pay for Telephone Support Services?

What is the average price of Telephone Support Services?

This procurement report includes pricing information to help you purchase Telephone Support 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 Telephone Support 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 Telephone Support 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 Telephone Support 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 Telephone Support 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 Telephone Support Services?

The telephone support services market exhibits a low level of market share concentration, with the top four providers accounting for less than 30.0% of total market revenue. In 2019, ProcurementIQ estimates that there are 12,000 providers of telephone support services. The majority of suppliers are small businesses and independent contractors... Subscribe to learn more.

Questions to ask potential suppliers

How can I gain leverage during negotiations?

Quality Control

What credentials and certifications relating to telephone support services do you hold?

What qualifications does your staff have, and what measures do you take to keep those qualifications up to date?

How do you balance quick turnaround times with maintaining maximum accuracy?

Who normally identifies errors when they occur?

What type of disaster recovery systems do you have in place?

Reputation

Have you had any major complaints from past clients regarding the quality of your telephone support services?

Who are your top five clients and how long have they been your clients?

Can I speak to or visit a current client about their experiences?

Do you have case studies or client testimonials detailing the quality of telephone support services performed?

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Key elements for every RFP

What should my Telephone Support Services RFP include?

Project Budget

If one exists, buyers should specify the maximum budget for services.

Buyers should define payment schedules.

Buyers should request detailed cost breakdowns for the various types of services requested.

Buyers can reference the Benchmark Price and Total Cost of Ownership sections of this report for assistance in creating a budget.

Selection Criteria

Buyers should evaluate suppliers based on the viability of their submitted work plan, relevant experience and call center locations.

Buyers should request references from current and former clients with similar service needs.

Buyers should also evaluate suppliers based on cost.

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

Project Schedule

Buyers should specify the desired contract length.

Buyers should detail circumstances by which a contract can be terminated.

Buyers should provide a due date for proposal submissions.

Buyers should communicate to prospective suppliers when bid awards will be posted.

Evaluate major factors to mitigate risk

How risky is the Telephone Support Services supply chain?

Telephone support services have a low level of supply chain risk. Since service providers source from stable upstream suppliers, there is a low risk of service disruptions and price shocks. Although there are factors that increase the cost of business for telephone support service providers, suppliers do not rely on... Subscribe to learn more.

HIGH

MEDIUM

LOW