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How to write an RFP for WFM and WEM

Requirements, questions, and evaluation criteria specific to WFM and WEM procurement

6 min read

Workforce Management (WFM) and Workforce Engagement Management (WEM) software procurement demands a nuanced approach. The category's evolution from basic scheduling to AI-driven orchestration requires a comprehensive RFP to ensure alignment with both operational efficiency and employee well-being.

What makes WFM and WEM RFPs different

WFM and WEM RFPs differ significantly due to the complex interplay of mathematical models, regulatory compliance, and human factors. Unlike generic software, these systems directly impact labor costs, employee satisfaction, and customer experience. The shift towards omnichannel engagement and hybrid workforces introduces additional layers of complexity, requiring sophisticated forecasting and real-time management capabilities.

Furthermore, compliance with labor laws, data privacy regulations (GDPR, CCPA), and industry-specific standards (PCI DSS, HIPAA) adds another dimension to the evaluation process.

  • Mathematical modeling for forecasting accuracy (Erlang C vs. Erlang A)
  • Omnichannel support and intraday management capabilities
  • Integration with existing HRIS, payroll, and ACD systems
  • Compliance with relevant industry regulations (PCI DSS, HIPAA, GDPR)

RFP vs RFI vs RFQ

Here's when to use each document type when procuring WFM and WEM 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 WFM and WEM, an RFI helps assess the rapidly evolving vendor landscape and emerging AI capabilities. An RFP is crucial for a detailed evaluation of forecasting accuracy, scheduling optimization, and employee engagement features, ensuring a solution that aligns with both business needs and employee well-being.

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Technical requirements checklist

Use this checklist when defining your RFP scope.

Forecasting and Scheduling

  • Historical data analysis and trend forecasting
  • Automated schedule generation and optimization
  • Agent self-service scheduling and shift swapping
  • Real-time adherence monitoring and alerts

Quality Management

  • Automated interaction analytics (speech and text)
  • Quality scoring and performance evaluation
  • Compliance monitoring and risk detection
  • Agent coaching and training modules

Integration Requirements

  • CRM integration (Salesforce, Zendesk, etc.)
  • ACD/telephony integration (Genesys, NICE, etc.)
  • HRIS/payroll integration (Workday, ADP, etc.)
  • Business intelligence and reporting tools

Compliance and Security

  • PCI DSS compliance for payment card data
  • HIPAA compliance for healthcare data
  • GDPR compliance for data privacy
  • Role-based access control and data encryption

Employee Engagement

  • Gamification and reward programs
  • Voice of the Employee (VoE) surveys and feedback
  • Real-time performance dashboards and feedback
  • Micro-learning and knowledge management

Questions to include in your RFP

Forecasting Methodology

  • Describe your forecasting algorithms, including support for Erlang A and Erlang C models.
    Understanding the underlying models ensures accurate staffing predictions.
  • How does your system handle omnichannel forecasting, considering asynchronous channels like email and social media?
    Modern CX requires a unified view of workload across all channels.
  • Explain how your AI-driven forecasting adapts to seasonal patterns, marketing campaigns, and other external factors.
    AI should improve forecast accuracy beyond traditional methods.
  • What historical data is required to establish accurate forecasting models?
    Understanding data needs helps prepare for implementation.

Scheduling and Optimization

  • How does your system optimize schedules to minimize idle time and maximize agent occupancy?
    Efficient scheduling directly impacts labor costs.
  • Describe your agent self-service capabilities for shift swapping, preference bidding, and time-off requests.
    Empowering agents improves engagement and reduces administrative overhead.
  • How does your system handle intraday management and real-time adjustments to schedules based on unexpected events?
    Real-time adaptability is crucial for maintaining service levels.
  • Can the system automatically create schedules that comply with complex labor laws and union agreements?
    Automated compliance reduces risk and administrative burden.

Quality Management and Analytics

  • Explain how your system uses speech and text analytics to automatically score 100% of interactions.
    Comprehensive quality monitoring improves agent performance and compliance.
  • How does your system identify calls with high sentiment or compliance risks for human review?
    AI-driven triage focuses human effort on the most critical interactions.
  • Describe your real-time coaching tools and how they provide agents with immediate feedback and guidance.
    Real-time support improves agent performance and reduces stress.
  • How does your system integrate with performance management dashboards to track KPIs and incentivize desired behaviors?
    Data-driven insights drive continuous improvement.

Employee Engagement and Voice of the Employee

  • Describe your Voice of the Employee (VoE) tools, including sentiment analysis and feedback surveys.
    Understanding employee sentiment is critical for retention.
  • How does your system facilitate agent-manager communication and feedback loops?
    Open communication improves employee satisfaction and performance.
  • Explain how your system uses gamification to motivate agents and reward desired behaviors.
    Gamification can make routine tasks more engaging.
  • How does the system support agent development through micro-learning and knowledge management tools?
    Professional growth opportunities improve retention.

Integration and Architecture

  • Describe your system's API capabilities and integration options with existing CRM, ACD, and HRIS systems.
    Seamless integration is crucial for data flow and workflow automation.
  • What security measures are in place to protect sensitive customer and employee data during integration?
    Data security is paramount.
  • What deployment options are available (cloud, on-premise, hybrid) and what are the associated costs and benefits?
    Deployment flexibility is important for different organizations.
  • How does your system handle omnichannel concurrency and ensure consistent service levels across all channels?
    Customers expect a seamless experience regardless of channel.

Compliance and Security

  • What specific PCI DSS compliance features are included in your system, such as pause-and-resume and audio redaction?
    Protecting payment card data is essential for contact centers.
  • How does your system ensure HIPAA compliance for healthcare data, including PHI redaction and access control?
    Protecting patient data is a legal requirement for healthcare organizations.
  • Describe your GDPR compliance measures, including data anonymization and consent management.
    Complying with GDPR is mandatory for handling EU citizen data.
  • What security certifications do you hold (e.g., SOC 2 Type II) and what security audits do you conduct regularly?
    Certifications demonstrate a commitment to security best practices.

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 Attestation of Compliance (AOC).

HIPAA

Required for healthcare-related contact centers. If applicable, request a Business Associate Agreement (BAA) template and documentation outlining HIPAA compliance measures.

GDPR

Required if processing data of eu citizens. If applicable, request information on data anonymization, consent management, and data transfer mechanisms.

CCPA

Required if processing data of california residents. If applicable, request information on how the system complies with CCPA requirements, including data subject rights.

SOC 2 Type II

Required increasingly requested by enterprises to validate security posture. If applicable, request the latest SOC 2 Type II report.

Evaluation criteria

Here is the suggested weighting for WFM and WEM RFPs.

Forecasting Accuracy Accuracy of predicted call volumes and staffing needs.
20%
Scheduling Efficiency Ability to optimize schedules and minimize idle time.
15%
Quality Management Capabilities Effectiveness of AI-driven analytics and coaching tools.
15%
Employee Engagement Features Tools for improving agent satisfaction and retention.
15%
Integration Capabilities
15%
Compliance and Security Adherence to industry regulations and data security standards.
10%
Total Cost of Ownership Implementation, licensing, and ongoing costs.
10%

Some weights were adjusted based on your priorities.

  • Increase if dealing with highly variable call volumes.
  • Increase if complex integrations are required.

Red flags to watch

  • Reliance on Erlang C model only

    Erlang C can lead to overstaffing, modern WEM should also support Erlang A.

  • Limited AI-powered automation in QM

    Manual QA processes are inefficient and costly.

  • Lack of VoE features

    Ignoring employee feedback can lead to high turnover.

  • Poor integration with existing systems

    Integration issues can create data silos and workflow bottlenecks.

  • Inadequate security certifications

    Missing certifications raise concerns about data protection.

Key metrics to request

Ask vendors to provide benchmarks from similar customers.

Forecast accuracy rate

Indicates the reliability of staffing predictions.

Agent utilization rate

Measures how efficiently agents are being used.

Employee satisfaction scores

Reflects the impact of WEM on employee morale.

Reduction in agent turnover

Quantifies the cost savings from improved retention.

Improvement in CSAT/NPS scores

Demonstrates the impact of WEM on customer experience.