Vendor Selection

Vendor qualification form

We do not have an ownership stake in any of the off-shore contact centers we partner with. This enables us to select our service providers based solely on their suitability to the needs of our clients.

We select our partners based on various quality criteria. The relative importance of these varies based on our clients' requirements.

In choosing our partners, we evaluate the following:

Quality control
In selecting our vendors we consider their quality control capabilities, such as web-cams, on-line reporting tools or, most of all, the ability to monitor phone calls in real time. Such capabilities enable our clients to evaluate and control the quality of service provided.

Location
Although off-shoring enables a reduction in cost, we take into careful consideration the geographic location of our partners. We also take great care to match clients and providers based on cultural affinity.

Technical capabilities
We also select our partners based on their technical capabilities. We look at each new program as an opportunity to evaluate the technical capabilities of our providers, and to find an optimal fit with the needs of our clients.

Staff size
Depending on our clients needs, we may move from small, to medium, to large contact centers. Biggest is not always best. Smaller contact centers are often more versatile or more specialized, while the larger contact centers offer better economies of scale.

Financial stability
We make financial health a pre-condition for all companies we partner with. We also take into account the geo-political and domestic risk of instability before selecting our providers. Governmental incentives for off-shoring are also taken into account.

Past experience
A partner's past experience is a key consideration we consider when matching a provider to a client program. We also monitor performance carefully in order to ensure a high quality of service.

Vendor qualification form