Skip to main content

Permissions

Add user
Done

Start your AI search

AI search
Outbound call compliance Gamification for customer service Outsourcing services

How to write an RFP for contact center with WFM

Requirements, questions, and evaluation criteria specific to contact center with WFM procurement

7 min read

Procuring a Contact Center with Workforce Management (WFM) solution requires careful consideration due to the intricate interplay between customer experience, agent efficiency, and operational costs. A well-crafted RFP ensures that the selected solution aligns with your specific needs and can adapt to the evolving demands of modern customer service.

What makes contact center with WFM RFPs different

Contact Center with WFM RFPs are unique because they involve evaluating two distinct but tightly integrated systems. The contact center platform (CCaaS) handles customer interactions across various channels, while WFM optimizes agent scheduling and performance. The complexity arises from ensuring seamless integration between these systems, as well as aligning them with your overall business goals and customer service strategy.

Furthermore, compliance requirements, such as data privacy regulations and industry-specific standards, add another layer of complexity to the procurement process.nnRFPs in this category also demand a deep understanding of forecasting methodologies, real-time adherence monitoring, and agent engagement strategies. The chosen solution must accurately predict contact volumes, efficiently allocate resources, and empower agents to deliver exceptional customer experiences.

Evaluating vendors on their AI capabilities, automation features, and reporting capabilities is crucial for future-proofing your contact center operations.nnFinally, the shift towards remote and hybrid work models necessitates careful consideration of the solution's ability to support distributed teams and ensure consistent performance across all locations. Scalability, security, and ease of use are paramount factors to consider when evaluating vendors in this category.

  • Integration between CCaaS and WFM modules
  • Forecasting accuracy and intraday management capabilities
  • Agent self-service and engagement features
  • Compliance with industry-specific regulations (e.g., HIPAA, PCI-DSS)

RFP vs RFI vs RFQ

Here's when to use each document type when procuring contact center with WFM software.

RFI

Request for Information

Use early in your search to understand what vendors offer and narrow your list. Gather general capabilities, company background, and high-level pricing ranges.

RFP

Request for Proposal

Use when you know your requirements and want detailed vendor solutions and pricing. This is your main evaluation document for shortlisted vendors.

RFQ

Request for Quote

Use when requirements are fixed and you just need final pricing. Often used after RFP when you're ready to negotiate with finalists.

When procuring a Contact Center with WFM, an RFI is useful for initial market research and understanding vendor capabilities. An RFP is essential for a detailed evaluation of technical requirements, integration capabilities, and commercial terms, while an RFQ is generally not suitable due to the solution's complexity and customization.

Ready to create your RFP?

Generate a customized RFP document with pre-built questions tailored for contact center with WFM vendors. Save hours of research and ensure you're asking the right questions.

Create your RFP

Technical requirements checklist

Use this checklist when defining your RFP scope.

Core Contact Center Features

  • Omnichannel support (voice, email, chat, social media)
  • Automatic Call Distributor (ACD) with skill-based routing
  • Interactive Voice Response (IVR) customization
  • Call recording and quality monitoring
  • Real-time dashboards and reporting

Workforce Management (WFM)

  • Forecasting and scheduling
  • Real-time adherence monitoring
  • Intraday management and schedule adjustments
  • Agent self-service portal (shift swapping, time off requests)
  • Gamification and performance management

Integration Requirements

  • CRM integration (Salesforce, Zendesk, Dynamics 365)
  • UCaaS integration (Microsoft Teams, Zoom)
  • HRIS integration (Workday, ADP)
  • Reporting and analytics integration

Security and Compliance

  • Data encryption at rest and in transit
  • PCI-DSS compliance
  • HIPAA compliance (if applicable)
  • SOC 2 Type II certification
  • GDPR/CCPA compliance

AI and Automation

  • AI-powered virtual agents
  • Automated quality assurance
  • Agent-assist tools with knowledge base integration
  • Predictive analytics for forecasting and performance optimization

Questions to include in your RFP

Architecture & Deployment

  • Describe your solution's architecture, including its scalability and redundancy capabilities.
    Ensures the solution can handle peak volumes and maintain uptime.
  • What deployment options are available (cloud, on-premise, hybrid), and what are the advantages and disadvantages of each?
    Determines the flexibility and cost-effectiveness of the solution.
  • Explain your data security and privacy measures, including encryption, access controls, and compliance certifications.
    Protects sensitive customer data and ensures regulatory compliance.
  • What is your disaster recovery and business continuity plan?
    Ensures minimal disruption in case of unforeseen events.

Functionality & Features

  • Describe your omnichannel routing capabilities and how you ensure seamless customer experiences across different channels.
    Delivers consistent service regardless of the channel used.
  • Explain your forecasting methodologies and how you account for seasonality, trends, and other factors.
    Ensures accurate staffing levels and optimal resource allocation.
  • Detail your real-time adherence monitoring capabilities and how you help agents stay on track with their schedules.
    Maximizes agent productivity and minimizes service level breaches.
  • Describe your agent self-service portal and its features for shift swapping, time off requests, and schedule management.
    Empowers agents and reduces administrative overhead.
  • Explain your reporting and analytics capabilities, including the types of reports available and the level of customization offered.
    Provides insights into contact center performance and identifies areas for improvement.

Integration Capabilities

  • Describe your integration with our existing CRM system (specify platform) and how data is exchanged between the two systems.
    Ensures a unified view of customer data and streamlines agent workflows.
  • Explain your integration with our UCaaS platform (specify platform) and how agents can collaborate with back-office experts.
    Facilitates seamless communication and knowledge sharing.
  • Detail your API capabilities and how we can integrate your solution with other third-party applications.
    Provides flexibility and extensibility for future integrations.
  • What pre-built integrations are available?
    Reduces implementation time and complexity.

Pricing & Licensing

  • Provide a detailed breakdown of your pricing model, including licensing fees, implementation costs, and ongoing maintenance fees.
    Ensures transparency and helps calculate total cost of ownership.
  • Explain your licensing options (named user, concurrent user) and recommend the best option for our organization.
    Optimizes licensing costs based on usage patterns.
  • What are your overage charges and how are they calculated?
    Avoids unexpected costs due to exceeding usage limits.
  • What are your payment terms and cancellation policies?
    Clarifies contractual obligations and potential penalties.

Vendor Experience & Support

  • Describe your experience implementing similar solutions for organizations in our industry.
    Ensures the vendor understands our specific requirements and challenges.
  • Provide customer references who can speak to their experience with your solution and support services.
    Validates vendor claims and provides real-world insights.
  • Explain your support services, including availability, response times, and escalation procedures.
    Ensures timely assistance and resolution of issues.
  • Describe your training programs and how you ensure agents and administrators are proficient in using your solution.
    Maximizes user adoption and minimizes training costs.

AI & Automation

  • Describe your AI-powered virtual agent capabilities and how they can automate routine inquiries and tasks.
    Reduces agent workload and improves customer self-service.
  • Explain your automated quality assurance features and how they can improve agent performance and compliance.
    Provides objective feedback and identifies areas for improvement.
  • Detail your agent-assist tools and how they can provide real-time guidance and knowledge base access to agents.
    Reduces average handle time and improves first call resolution.
  • How does your solution leverage AI to improve forecasting accuracy?
    Ensures optimal staffing levels and reduces costs.

Compliance and security requirements

Depending on your industry, you may need to require proof of these certifications and standards.

PCI-DSS

Required if processing credit card payments. If applicable, request their PCI-DSS Attestation of Compliance (AOC) and describe their security measures for protecting cardholder data.

HIPAA

Required if handling protected health information (phi). If applicable, request their Business Associate Agreement (BAA) and documentation of their HIPAA compliance measures.

SOC 2 Type II

Required for general data security and privacy. If applicable, request their SOC 2 Type II report and review their controls for data security, availability, and confidentiality.

FedRAMP

Required required if working with us federal government data.. If applicable, request information on FedRAMP authorization status and security controls

GDPR/CCPA

Required if processing personal data of eu or california residents. If applicable, describe their GDPR/CCPA compliance measures, including data subject rights and data transfer mechanisms.

Evaluation criteria

Here is the suggested weighting for contact center with WFM RFPs.

Functionality Fit How well the solution meets our stated requirements and business needs.
25%
Integration Capabilities Ease and completeness of integration with our existing CRM, UCaaS, and HRIS systems.
20%
Total Cost of Ownership Implementation costs, licensing fees, maintenance fees, and other ongoing expenses.
20%
Vendor Experience and Reputation Vendor's experience in our industry, customer references, and overall reputation.
15%
AI and Automation Capabilities The solution's AI-powered features and automation capabilities for improving efficiency and customer experience.
10%
Security and Compliance The solution's security measures and compliance with industry regulations.
10%

Some weights were adjusted based on your priorities.

  • Increase if replacing a legacy system with limited functionality.
  • Increase if complex integrations are required.
  • Decrease if budget constraints are a major concern.
  • Increase if vendor stability and long-term viability are critical.
  • Increase if AI-driven automation is a high priority.
  • Increase if dealing with sensitive data or strict regulatory requirements.

Red flags to watch

  • Vague pricing responses

    Indicates potential hidden costs or a lack of transparency in their pricing model.

  • Lack of customer references in your industry

    Suggests limited experience with your specific requirements and challenges.

  • Inability to provide a clear implementation plan

    Raises concerns about their ability to deliver the solution on time and within budget.

  • Limited integration capabilities

    May result in data silos and inefficient workflows.

  • Weak security posture

    Poses a risk to sensitive customer data and regulatory compliance.

Key metrics to request

Ask vendors to provide benchmarks from similar customers.

Forecast accuracy (within +/- 5%)

Ensures optimal staffing levels and minimizes overstaffing or understaffing.

Schedule adherence (90% or higher)

Maximizes agent productivity and minimizes service level breaches.

Average handle time (AHT) reduction

Improves efficiency and reduces operational costs.

Agent attrition rate

Indicates agent satisfaction and the effectiveness of WFM strategies.

Customer satisfaction (CSAT) scores

Measures the impact of the solution on customer experience.