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Improving Customer Win Rates with Better RFP Analysis
CenterBridge/BPO is the premier system for new program modeling and RFP crafting for inbound and outbound contact center outsourcers. CenterBridge/BPO replaces the dozens of difficult to maintain spreadsheets that are typically used to analyze, price, and perform "what-if" scenario analysis for new program opportunities with a single, integrated, and powerful system for the entire enterprise. Users of CenterBridge/BPO can:
- Quickly evaluate and respond to complex RFPs
- Determine staffing requirements and hiring "ramp ups" for new programs required to achieve a variety of service quality targets
- Perform high-value "what-if" and sensitivity analysis such as estimating the impact of changes in call volume, training times, and shrinkage assumptions on staffing requirements, service quality performance, revenue, cost, and profit
- Develop scenarios for numerous servicing strategies (e.g., networked vs. non-networked sites, multiple ASA, service level, or abandon goals) and estimate the staffing levels, servicing cost, and risk of not achieving service goals associated with each scenario
- Develop program budgets that include detailed agent and support staff variable labor, telecom, and other resource cost models that are tightly linked to each call and agent staffing plan
- Maintain a centralized repository of analysis assumptions and plan history
Benefits CenterBridge/BPO enables outsourcers to win more RFP's by:
- Reduce RFP turnaround time and improve the quality of responses by replacing spreadsheets with an engineered planning tool
- Improve the pricing profile of new business acquired through more accurate estimates of staffing requirements and more efficient ramp up and ongoing hiring plans
- Reducing the risk of uncertainties in RFP assumptions with extensive "what-if" and sensitivity analysis capabilities
- Ensure consistency and control for the RFP response process
CenterBridge/BPO's capabilities translate into faster and more accurate RFP responses, better designed programs, and a higher "win" percentage. |
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