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How to write an RFP for outbound call reputation

Requirements, questions, and evaluation criteria specific to outbound call reputation procurement

9 min read

Outbound call reputation management has become critical for organizations relying on voice communication. RFPs are essential for navigating the complex landscape of vendors offering solutions to mitigate spam labeling and improve call connection rates, ensuring legitimate business calls reach their intended recipients.

What makes outbound call reputation RFPs different

Procuring outbound call reputation management solutions differs significantly from other software categories due to the intricate interplay of technology, telecommunications regulations, and carrier-specific algorithms. The effectiveness of a solution hinges on its ability to navigate the STIR/SHAKEN framework, manage number reputation across diverse carrier networks, and adapt to evolving spam filtering techniques.

Furthermore, compliance with regulations like TCPA and GDPR adds another layer of complexity, requiring solutions to incorporate robust consent management and dialing restrictions.nnUnlike standard software purchases, outbound call reputation management involves a dynamic ecosystem where vendor relationships with carriers and third-party reputation analytics firms are paramount.

The speed and efficacy of remediation for flagged numbers often depend on these relationships, making vendor selection a critical factor in maintaining consistent call deliverability. The integration with existing telephony infrastructure and CRM systems also presents unique challenges, requiring seamless data flow to optimize dialing strategies and track campaign performance.nnFinally, the category is rapidly evolving with the integration of AI and rich call data (RCD).

RFPs need to address the vendor's roadmap for incorporating these technologies, ensuring the solution can adapt to future trends in identity verification and customer engagement.

  • Vendor relationships with major carriers (AT&T, Verizon, T-Mobile) and third-party reputation analytics firms (Hiya, First Orion, TNS)
  • Compliance with TCPA, GDPR, and other relevant telecommunications regulations
  • Integration capabilities with existing telephony infrastructure (e.g., Twilio, Amazon Connect) and CRM systems (e.g., Salesforce, HubSpot)
  • Support for STIR/SHAKEN "A-level" attestation and branded call display (RCD) across different carrier networks

RFP vs RFI vs RFQ

Here's when to use each document type when procuring outbound call reputation 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 outbound call reputation management solutions, an RFI is useful for initial market research and understanding the different approaches to number monitoring and remediation. An RFP is necessary for detailed evaluation of technical capabilities, compliance features, and carrier relationships, while an RFQ is generally not suitable due to the complexity and customization required.

Technical requirements checklist

Use this checklist when defining your RFP scope.

Number Monitoring and Reputation Scoring

  • Real-time monitoring of number reputation across major carriers (AT&T, Verizon, T-Mobile)
  • Continuous health scoring of DIDs based on usage patterns, answer rates, and carrier-specific behavior
  • Predictive alerts for numbers at risk of being flagged as spam
  • Automated DID lifecycle management, from procurement to retirement

STIR/SHAKEN Attestation and Call Authentication

  • Support for "A-Level" STIR/SHAKEN attestation to ensure calls are signed with the highest level of trust
  • Detailed reporting on attestation levels for outbound calls
  • Mechanisms for handling calls that are downgraded to partial or gateway attestation
  • Integration with carrier networks to verify caller identity and right to use the number

Compliance and Regulatory Adherence

  • Real-time scrubbing against Do Not Call (DNC) lists and Reassigned Numbers Databases (RND)
  • Time-zone-aware dialing rules to prevent calls outside of legal hours
  • Consent management features for capturing and storing customer consent for outbound calls
  • Compliance reporting and audit trails to demonstrate adherence to regulations

Branded Call Display (RCD) and Rich Call Data

  • Ability to deliver verified name, logo, and reason for call to recipient's mobile lock screen
  • Support for branded call display across all major carriers and mobile devices
  • Customization options for branded call display content
  • Analytics on the impact of branded call display on answer rates and customer engagement

Integration and API Capabilities

  • Seamless integration with existing CRM systems (e.g., Salesforce, HubSpot)
  • Integration with telephony platforms (e.g., Twilio, Amazon Connect, RingCentral)
  • API-first architecture for enterprise scalability and customization
  • Ability to automatically log call outcomes and update reputation metrics in CRM

Questions to include in your RFP

STIR/SHAKEN and Attestation

  • How do you ensure "A-Level" STIR/SHAKEN attestation for our calls across different carrier networks?
    Ensures the highest level of trust and verification for outbound calls.
  • What mechanisms are in place to handle calls that are downgraded from "A-Level" attestation?
    Understanding how the system responds to reduced trust levels is critical.
  • Can you provide detailed reporting on attestation levels for our outbound calls?
    Transparency into attestation performance is essential for monitoring and optimization.
  • Describe your approach to managing STIR/SHAKEN compliance and updates as regulations evolve.
    Ensures ongoing compliance with changing industry standards.

Number Reputation Monitoring and Remediation

  • How do you monitor number reputation across major carriers like AT&T, Verizon, and T-Mobile?
    Comprehensive monitoring is essential for detecting and addressing spam labeling.
  • What is your specific process for remediation when a number is incorrectly flagged, and what are your average resolution timelines for each carrier?
    Effective remediation is critical for minimizing downtime and maintaining call deliverability.
  • Does your system use binary diagnostics (clean/flagged) or a health spectrum for DID reputation?
    A health spectrum provides a more nuanced view of number reputation and allows for proactive management.
  • Can your system automatically rotate numbers based on their health score to prevent flagging?
    Automated rotation minimizes the impact of flagged numbers on outbound campaigns.
  • How do you handle "neighbor spoofing" detection and prevention?
    Protecting against spoofing is crucial for maintaining brand trust and avoiding regulatory penalties.

Branded Calling and Rich Call Data (RCD)

  • What branded calling capabilities do you offer, including support for logos and call reasons?
    Branded calling enhances call recognition and increases answer rates.
  • How many devices and carriers can your solution reach with Rich Call Data (RCD)?
    Reach is crucial for maximizing the impact of branded calling.
  • What is the process for registering our business and phone numbers with the Free Caller Registry and other relevant databases?
    Proper registration is essential for enabling branded calling and ensuring accurate caller identification.
  • Can you provide analytics on the impact of branded calling on our answer rates and customer engagement?
    Data-driven insights are essential for optimizing branded calling strategies.

Compliance and Data Security

  • How does your system ensure compliance with TCPA, GDPR, and other relevant telecommunications regulations?
    Adherence to regulations is critical for avoiding fines and legal penalties.
  • What features do you offer for managing customer consent for outbound calls?
    Proper consent management is essential for TCPA and GDPR compliance.
  • Describe your data security measures and compliance certifications (e.g., SOC 2, HIPAA).
    Protecting sensitive data is crucial for maintaining customer trust and avoiding data breaches.
  • How do you handle data residency requirements for international calls?
    Ensuring data stays within required regions is vital for global compliance.

Integration and Deployment

  • Can you provide a direct integration with our CRM (specify platform) that maps call duration, sentiment, and connection rates to individual campaign IDs in real-time?
    Seamless CRM integration is essential for actionable insights and campaign optimization.
  • How does your solution integrate with our existing telephony platform (specify platform)?
    Compatibility with existing infrastructure is crucial for a smooth deployment.
  • What deployment options are available (cloud, on-premise, hybrid)?
    Deployment flexibility allows for aligning with specific infrastructure requirements.
  • Describe your implementation process and timeline for a company of our size.
    Understanding the implementation process helps set realistic expectations and plan resources.

Pricing and Support

  • What is your pricing model, including licensing fees, usage fees, and any additional costs?
    Transparency in pricing is essential for accurate budgeting and cost forecasting.
  • Do you offer volume discounts or customized pricing plans?
    Negotiating favorable pricing terms can significantly reduce TCO.
  • What level of support is included with your solution, and what are the service level agreements (SLAs)?
    Reliable support is critical for addressing issues and ensuring ongoing system performance.
  • What training and documentation resources are available for our team?
    Proper training ensures effective utilization of the solution and maximizes ROI.

Compliance and security requirements

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

TCPA (Telephone Consumer Protection Act)

Required for all outbound calls to us consumers. If applicable, request documentation of TCPA compliance measures, including DNC list scrubbing and consent management.

GDPR (General Data Protection Regulation)

Required for outbound calls to eu residents. If applicable, request documentation of GDPR compliance measures, including data protection policies and consent management processes.

STIR/SHAKEN

Required for all outbound calls to ensure proper call authentication. If applicable, request details on their STIR/SHAKEN implementation and attestation levels.

HIPAA (Health Insurance Portability and Accountability Act)

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

SOC 2 Type II

Required to ensure data security and privacy. If applicable, request a copy of their latest SOC 2 Type II report.

Evaluation criteria

Here is the suggested weighting for outbound call reputation RFPs.

Functionality Fit How well the solution meets the stated functional requirements, including number monitoring, STIR/SHAKEN attestation, and branded calling.
25%
Carrier Relationships and Remediation The strength of the vendor's relationships with major carriers and their ability to quickly remediate flagged numbers.
20%
Compliance and Security Adherence to relevant regulations (TCPA, GDPR) and security certifications (SOC 2, HIPAA).
15%
Integration Capabilities Seamless integration with existing CRM and telephony systems.
15%
Total Cost of Ownership Implementation costs, licensing fees, usage fees, and ongoing maintenance costs.
15%
Vendor Stability and Support The vendor's financial stability, track record, and quality of customer support.
10%

Some weights were adjusted based on your priorities.

  • Increase if specific niche features are critical.
  • Increase if the organization has a history of number flagging issues.
  • Increase for organizations in highly regulated industries.
  • Increase if complex integrations are required.
  • Increase if budget constraints are a primary concern.
  • Increase if long-term partnership and reliable support are essential.

Red flags to watch

  • Vague Remediation Claims

    Vendors that say "we handle it" without specifying their relationship with carrier registries or providing concrete timelines raise concerns.

  • High-Pressure Sales Tactics

    Vendors pushing a "quick fix" for spam labels should be viewed with skepticism, as reputation remediation takes time.

  • Lack of Reporting Transparency

    Inability to provide per-number, per-carrier health dashboards suggests a lack of visibility and control.

  • Encouraging "Burner" Tactics

    If a vendor suggests simply buying more numbers to "stay ahead" of filters, they are likely not addressing the root cause of the problem.

  • Limited Experience in Your Industry

    Lack of relevant case studies or customer references suggests they may not understand your specific needs and challenges.

Key metrics to request

Ask vendors to provide benchmarks from similar customers.

Average time to resolve flagged numbers

Indicates the vendor's efficiency in remediating reputation issues.

Percentage of calls receiving "A-Level" STIR/SHAKEN attestation

Reflects the effectiveness of their call authentication process.

Improvement in call connection rates after implementation

Demonstrates the impact of the solution on reaching customers.

Reduction in spam labeling incidents

Shows the effectiveness of their number monitoring and reputation management capabilities.

Customer satisfaction scores related to call quality and deliverability

Provides insights into the overall customer experience.