Develop RFP for virtual call centre across two countries
AXA Australia planned to consolidate the operations of five discrete call centres under a virtual call centre model. While the business requirements and conceptual design were largely done the RFP needed to be created, approved and released to the market under a tight timeframe.
Voco:
- Developed the RFP content to clearly focus on the essential elements of the selection and their different requirements, including Workforce Management, initial IVR, load balancing, consolidated management reporting and support
- Developed the evaluation criteria, socialised and secured stakeholder approval
- Developed the communication plan for external and internal parties, and developed the detailed plan for the evaluation process
- Assisted in identifying and resolving issues
