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How to write an RFP for post call surveys

Requirements, questions, and evaluation criteria specific to post call surveys procurement

6 min read

Post-call survey systems have evolved from simple feedback tools to sophisticated platforms that drive customer experience (CX) strategy. RFPs for these systems must go beyond basic survey functionality and address complex requirements around AI-powered analytics, omnichannel orchestration, and closed-loop action automation to maximize ROI.

What makes post call surveys RFPs different

Procuring post-call survey systems requires careful consideration of several unique factors. First, the integration ecosystem is critical, as these systems must seamlessly connect with existing CCaaS and CRM platforms to provide a unified view of the customer journey. Second, the ability to analyze unstructured data, such as voice recordings and open-ended survey responses, is essential for understanding customer sentiment and identifying areas for improvement.

Finally, compliance with industry-specific regulations, such as PCI-DSS and HIPAA, is crucial for organizations that handle sensitive customer data.

  • Integration with existing CCaaS (Contact Center as a Service) and CRM systems
  • AI-powered sentiment analysis and predictive scoring capabilities
  • Omnichannel survey distribution and orchestration
  • Compliance with relevant industry regulations (e.g., PCI-DSS, HIPAA)

RFP vs RFI vs RFQ

Here's when to use each document type when procuring post call surveys 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.

For post-call survey systems, an RFI is useful for initial market research to understand available features and vendor capabilities. An RFP is necessary for a detailed evaluation of technical requirements, integration options, and pricing models. RFQs are less common due to the complexity and customization often involved.

Technical requirements checklist

Use this checklist when defining your RFP scope.

Functional Requirements

  • Automated survey distribution via IVR, SMS, email, and web
  • Customizable survey templates and question types
  • Real-time reporting and analytics dashboards
  • Role-based access control and user permissions
  • Multilingual survey support

Technical Requirements

  • API integration with CRM, CCaaS, and other systems
  • Data encryption and security protocols
  • Scalability to handle high call volumes
  • Support for single sign-on (SSO)
  • Mobile-responsive survey design

AI and Analytics

  • Sentiment analysis of voice and text responses
  • Predictive CSAT scoring for non-respondents
  • Automated call summarization and tagging
  • Real-time agent coaching and guidance
  • Natural Language Processing (NLP) for understanding customer intent

Compliance and Security

  • PCI-DSS compliance for handling payment card data
  • HIPAA compliance for healthcare data
  • GDPR compliance for data privacy
  • SOC 2 Type II certification
  • Data residency options (e.g., EU, US)

Integration Requirements

  • Native integration with Salesforce
  • Native integration with Zendesk
  • Integration with Genesys Cloud
  • Integration with NICE CXone
  • Integration with Five9

Questions to include in your RFP

Architecture & Deployment

  • Describe your solution's architecture, including its scalability and redundancy.
    Understanding the architecture ensures the system can handle current and future needs.
  • What deployment options do you offer (cloud, on-premise, hybrid)?
    Deployment options impact cost, maintenance, and security.
  • How do you ensure data security and privacy in your architecture?
    Data security is paramount for protecting customer information.
  • What is your disaster recovery and business continuity plan?
    Ensures minimal downtime in case of unforeseen events.

Functionality & Features

  • Describe your AI-powered sentiment analysis capabilities.
    Sentiment analysis provides deeper insights into customer emotions.
  • How does your system handle open-ended survey responses?
    Open-ended responses provide valuable qualitative feedback.
  • Explain your predictive CSAT scoring methodology.
    Predictive scoring helps identify at-risk customers who don't complete surveys.
  • Describe your omnichannel survey distribution capabilities.
    Omnichannel distribution ensures surveys reach customers on their preferred channels.
  • How does your system automate after-call work (ACW) for agents?
    Automation reduces agent workload and improves efficiency.

Integration

  • Describe your native integrations with CRM systems (e.g., Salesforce, Zendesk).
    Native integrations ensure seamless data flow and reduce integration costs.
  • Explain your integration capabilities with CCaaS platforms (e.g., Genesys, NICE, Five9).
    CCaaS integration enables real-time survey triggering and data synchronization.
  • Do you offer APIs for custom integrations?
    APIs provide flexibility for integrating with other systems.
  • How do you handle data synchronization between different systems?
    Data synchronization ensures consistent and accurate reporting.

Reporting & Analytics

  • Describe your real-time reporting and analytics dashboards.
    Real-time reporting provides immediate insights into customer feedback.
  • What types of reports and visualizations are available?
    Different reports cater to different stakeholders and use cases.
  • Can reports be customized to meet specific business needs?
    Customization ensures reports provide relevant and actionable information.
  • How do you ensure data accuracy and integrity in your reports?
    Accurate data is essential for making informed decisions.

Security & Compliance

  • Describe your security measures for protecting customer data.
    Security measures protect sensitive customer information from unauthorized access.
  • Are you PCI-DSS compliant?
    PCI-DSS compliance is required for handling payment card data.
  • Are you HIPAA compliant?
    HIPAA compliance is required for handling healthcare data.
  • Do you have a SOC 2 Type II certification?
    SOC 2 certification demonstrates adherence to industry-standard security practices.
  • How do you handle data residency requirements?
    Data residency ensures data is stored in compliance with local regulations.

Pricing & Licensing

  • Provide a detailed breakdown of your pricing model.
    Understanding the pricing model is crucial for budgeting and cost analysis.
  • What are the licensing options available (e.g., per agent, per interaction, enterprise)?
    Licensing options impact the overall cost of the solution.
  • Are there any hidden fees or additional costs?
    Transparency in pricing is essential for avoiding unexpected expenses.
  • What is included in your standard support and maintenance agreement?
    Support and maintenance ensure the system remains functional and up-to-date.
  • Do you offer volume discounts or multi-year contracts?
    Volume discounts can reduce the overall cost of the solution.

Compliance and security requirements

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

PCI-DSS

Required if handling payment card data. If applicable, request current PCI-DSS compliance certificate and AOC

HIPAA

Required for healthcare data. If applicable, request BAA template and HIPAA compliance documentation

GDPR

Required if processing data of eu citizens. If applicable, request GDPR compliance documentation and data processing agreement

SOC 2 Type II

Required generally recommended for saas providers. If applicable, request a copy of their latest SOC 2 Type II report

Evaluation criteria

Here is the suggested weighting for post call surveys RFPs.

Functionality Fit How well the solution meets stated requirements
25%
AI and Analytics Capabilities Quality and depth of AI-powered features
20%
Total Cost of Ownership Implementation, licensing, and ongoing costs
20%
Integration Capabilities Ease and depth of integration with existing systems
15%
Security and Compliance Adherence to relevant security and compliance standards
10%
Vendor Experience and Support Vendor's track record and support offerings
10%

Some weights were adjusted based on your priorities.

  • Increase if replacing a highly customized legacy system
  • Increase if predictive scoring and sentiment analysis are critical
  • Increase if complex integration landscape exists
  • Increase for highly regulated industries

Red flags to watch

  • Vague pricing responses

    Vendors who can't provide clear pricing often have hidden costs or complex fee structures that inflate TCO

  • No customer references in your industry

    Lack of relevant references suggests limited experience with your specific requirements and use cases

  • Qualified SOC 2 Reports

    Any SOC report that indicates control objectives were not followed is a deal-breaker for security

  • Stagnant roadmap

    If the vendor hasn't released significant AI features in 18 months, they are likely a legacy provider coasting on old technology

  • High-pressure sales tactics

    Pushing for a quick decision without allowing for a thorough Proof of Concept (POC) or data audit

Key metrics to request

Ask vendors to provide benchmarks from similar customers.

Implementation timeline for similar customers

Helps set realistic expectations and identify potential delays

Average time to first value

Indicates how quickly you'll see ROI from the investment

Customer satisfaction (CSAT) scores

Measures overall customer satisfaction with the solution

Response rates for different survey channels

Helps optimize survey distribution strategy

Accuracy rate of predictive CSAT scoring

Validates the reliability of predictive scoring models