{
  "name": "Call Center RFP Question Bank and Vendor Scoring Toolkit 2026",
  "version": "2026-08-25",
  "canonical_url": "https://callforce.global/blog/call-center-outsourcing-rfp-template/",
  "creator": {
    "name": "Call Force Global Inc.",
    "url": "https://callforce.global/",
    "founder_and_ceo": "Miki Furman"
  },
  "license": "https://creativecommons.org/licenses/by/4.0/",
  "evidence_class": "reusable_framework",
  "scope": "Twenty-five vendor questions across operations, technology, compliance, pricing, and account management, plus a six-category example scoring model.",
  "method": "The question bank converts the visible Call Force Global RFP guide into a versioned, machine-readable procurement framework. Each row adds the minimum evidence a buyer should request before treating a vendor answer as verifiable.",
  "limitation": "This is an editorial planning framework, not an empirical study, legal opinion, certification standard, or claim that the example weights predict program success. Buyers should adapt the questions, weights, jurisdictions, and evidence requirements to their own risk profile.",
  "questions": [
    {"id":"OQ-01","category":"Operations and quality","question":"What percentage of customer interactions do you review for quality, and how are reviews distributed across agents?","verification":"The eligible interaction denominator, review method, sampling or automation rules, exclusions, review frequency, and agent-level coverage."},
    {"id":"OQ-02","category":"Operations and quality","question":"Describe your QA scorecard categories and how scores translate to agent coaching actions.","verification":"The scorecard, category weights, critical-failure rules, coaching triggers, ownership, and closure evidence."},
    {"id":"OQ-03","category":"Operations and quality","question":"What is your agent attrition rate over the past 12 months, and what retention programs are in place?","verification":"The population, calculation formula, date window, voluntary and involuntary treatment, source system, and documented retention actions."},
    {"id":"OQ-04","category":"Operations and quality","question":"How do you handle volume spikes that exceed forecasted levels by 20 percent or more?","verification":"Forecast assumptions, staffing thresholds, overflow sequence, service-level tradeoffs, escalation owners, and a recent test or example."},
    {"id":"OQ-05","category":"Operations and quality","question":"What is your agent-to-supervisor ratio, and what does real-time floor support look like?","verification":"The ratio by shift or program, role definitions, escalation coverage, and how support is measured."},
    {"id":"OQ-06","category":"Operations and quality","question":"Describe your agent training program for new client launches, including duration, methodology, and nesting period.","verification":"The curriculum, assessment gates, training hours, nesting criteria, remediation process, and ownership."},
    {"id":"OQ-07","category":"Operations and quality","question":"How do you measure and improve first call resolution, and what is your current average across comparable programs?","verification":"The FCR definition, repeat-contact window, eligible population, exclusions, source system, comparable-program criteria, and reporting period."},
    {"id":"TS-08","category":"Technology and security","question":"What telephony platform do you use, and what uptime service level do you commit to?","verification":"The platform, measured service-level definition, exclusions, reporting source, incident history, and contractual remedy."},
    {"id":"TS-09","category":"Technology and security","question":"Describe your business continuity and disaster recovery plan, including failover time.","verification":"Recovery time and recovery point objectives, failover locations, dependencies, test frequency, latest test date, and unresolved findings."},
    {"id":"TS-10","category":"Technology and security","question":"How do you secure customer data at rest and in transit, and what encryption standards do you use?","verification":"Protocols, key management, access controls, data classifications, audit evidence, and exceptions."},
    {"id":"TS-11","category":"Technology and security","question":"Can agents work directly in our CRM and ticketing systems, or does your process require data synchronization?","verification":"System boundaries, identity model, least-privilege controls, synchronization paths, retention, and failure handling."},
    {"id":"TS-12","category":"Technology and security","question":"What workforce management platform do you use for scheduling, forecasting, and real-time adherence?","verification":"The platform, forecast inputs, adherence definition, reporting cadence, exception handling, and integration boundaries."},
    {"id":"TS-13","category":"Technology and security","question":"Describe your call recording infrastructure, including storage duration, access controls, and retrieval process.","verification":"Recording scope, consent handling, retention schedule, encryption, access logs, deletion controls, and retrieval service levels."},
    {"id":"CO-14","category":"Compliance","question":"List all current certifications and attestations with audit dates and certifying bodies.","verification":"The exact certification or attestation, scope, legal entity, issue and expiry dates, auditor, report availability, and exclusions."},
    {"id":"CO-15","category":"Compliance","question":"How do you manage consent and suppression requirements across outbound programs?","verification":"Applicable channels and jurisdictions, consent source, suppression ownership, update latency, audit trail, and escalation procedure."},
    {"id":"CO-16","category":"Compliance","question":"Describe your data incident notification process, including timelines and escalation paths.","verification":"Detection source, severity levels, named roles, contractual timelines, evidence preservation, customer notification steps, and test history."},
    {"id":"CO-17","category":"Compliance","question":"What background screening process do you use for agents, and do you conduct ongoing screening?","verification":"Jurisdiction-specific checks, role scope, timing, consent, adjudication ownership, rescreening cadence, and exception handling."},
    {"id":"PC-18","category":"Pricing and contracts","question":"Provide a fully loaded hourly rate and state exactly what it includes.","verification":"Base labor, supervision, QA, training, facilities, technology, telephony, taxes, currency, minimums, and excluded costs."},
    {"id":"PC-19","category":"Pricing and contracts","question":"What costs are excluded from the hourly rate, and when can additional charges apply?","verification":"Every pass-through and one-time charge, trigger, calculation basis, approval requirement, and example invoice treatment."},
    {"id":"PC-20","category":"Pricing and contracts","question":"What are your minimum volume commitments and early termination terms?","verification":"Minimum seats or hours, measurement period, ramp treatment, notice period, fees, transition assistance, and data-return obligations."},
    {"id":"PC-21","category":"Pricing and contracts","question":"Do you offer performance-based pricing components, and how are they structured?","verification":"The metric definition, baseline, eligible population, attribution boundary, upside and downside, caps, audit rights, and dispute process."},
    {"id":"AM-22","category":"Account management and reporting","question":"Who will be our dedicated account manager, what is their span of control, and can we meet them before signing?","verification":"The named role, time allocation, number of programs managed, decision rights, backup coverage, and pre-signing availability."},
    {"id":"AM-23","category":"Account management and reporting","question":"Provide a sample of your standard reporting package, including frequency, delivery format, and customization options.","verification":"A redacted sample, metric definitions, source systems, refresh cadence, correction process, export formats, and customization limits."},
    {"id":"AM-24","category":"Account management and reporting","question":"How do you handle escalations outside business hours, and what response time do you commit to for critical issues?","verification":"Severity definitions, contact path, coverage hours, acknowledgement and resolution targets, escalation ladder, and post-incident review."},
    {"id":"AM-25","category":"Account management and reporting","question":"Describe your client communication cadence, including business reviews, performance summaries, and planning sessions.","verification":"Meeting cadence, participants, agenda, decision log, action ownership, trend review, and follow-through evidence."}
  ],
  "example_scoring_model": [
    {"category":"Operational track record","weight_percent":25},
    {"category":"Quality assurance process","weight_percent":20},
    {"category":"Technology and security","weight_percent":15},
    {"category":"Staffing and training","weight_percent":15},
    {"category":"Pricing","weight_percent":15},
    {"category":"Cultural fit and communication","weight_percent":10}
  ]
}