Contact Center & BPO Sourcing
RFP Consulting for Your Contact Center Search
We write the RFI and RFP, ask the right vendor questions and help you compare bids, so you choose the right contact center partner with confidence.
- RFI, RFP and vendor questions built for your program
- Site visit audits and vendor negotiation support
- Bids from an extensive network of vetted BPO partners
Led by Tim Austrums, 20+ years of contact center and BPO executive experience.
Prefer to talk? Call 952-929-0929
Start your contact center RFP
Tell us about your program and we will come back with clear next steps.
Why buyers use us for RFP consulting
Clear RFI and RFP documents
We create the RFI, RFP and vendor question sets so providers answer what actually matters to your program.
Vetted partners in the mix
Your RFP goes to contact centers from an extensive vetted network, covering onshore, nearshore, offshore and hybrid models.
Compliance built in
HIPAA and PCI-DSS requirements are written into the questions and the scoring, not added at the end.
Stronger negotiation
Support from a consultant who has negotiated multi-million dollar client and vendor agreements over 20 years.
Site visit audits
We help you design and run site visit audits so you can check what vendors claim before you sign.
No cost partner selection
Partner selection and vetting is typically delivered at no cost to you. The fee is paid by the placed partner.
What RFP consulting covers
Running a contact center RFP takes time and industry know-how. We start with a full needs assessment, then build documents and questions that get clear, comparable answers from providers.
We work across onshore, nearshore, offshore and hybrid models, for ongoing programs and shorter-term campaigns.
- RFI and RFP creation and design
- Vendor question sets built around your program requirements
- Site visit audits of provider facilities
- Vendor negotiation support
- Full needs assessment and holistic business review
- HIPAA-compliant and PCI-DSS-compliant vendor sourcing
- Channels covered: phone, email, chat, social media, technical help desk and customer care
- Typical partner pricing runs $8 to $35 per agent-hour, based on location, complexity and volume
Experience behind your RFP
“I've had the pleasure of working closely with Tim for years, across many verticles and industries, including preparing and presenting winning RFPs, designing and implementing business process solutions, building lasting relationships and networking industry events all over the country. I've seen his unique abilities to bring strategic solutions and align the right partners to accomplish any initiative. His focus on organizational culture and core values when consulting and crafting customized proposals promote results better described as network expansion versus traditional outsourcing. Ethics, fairness and transparency guide his approach in each situation. Tim drives success, defined by meaningful metrics, bringing calibrated measurement to all involved stakeholders.”
“Tim is an expert in strategic thinking, relationship management and sales. His network of contact centers & experts in the industry make him an invaluable resource for anyone he works with. I knew him before he started his own business. It's been amazing to see him start his own firm to help his clients. He is passionate about enriching his clientele but also his connections in his network. He always strives to add value and perspective through industry research and well thought out responses. His consultative approach will make you rethink and consider business decisions to make the greatest impact on financials and ROI. I highly recommend him as an expert in Contact Center Outsourcing: & management, as well as a strategic consultant to optimize organizational efficiencies. He truly is a 'Connected Hive' of insight and information!”
“I've had a professional relationship with Tim for almost 20 years started beginning while in his role at The Connection. He managed our business partnership successfully, overseeing and growing our portfolio of services including, IB DTC Sales, Customer Service, and Lead Generation. As a challenging, seasonal client with unique business requirements, Tim was always innovative, flexible, and fair in creating solutions that provided cost effective programs for our changing business needs. I have continued to rely on Tim as an extremely talented and knowledgeable subject expert in the Contact Center Industry. His openness, reliability, and integrity have resulted in a lasting professional and personal relationship that has been invaluable resource for me and our business.”
What happens after you reach out
Share your program
Tell us about your channels, volumes and goals. We ask a few questions to understand the full picture.
We build the RFP
You get the RFI, RFP and vendor questions, plus a shortlist of vetted partners to invite.
Compare and negotiate
We help you score responses, run site visit audits and negotiate the final agreement.
Frequently asked questions
What does RFP consulting cost?
It depends on scope. Contact center partner selection and vetting is typically delivered at no cost to you, because the fee is paid by the placed partner. Tell us what you need and we will confirm what applies to your project.
Do you run the contact center yourselves?
No. The Connected Hive is a trusted advisor and broker, not a contact center operator. We do not run call center floors or employ agents, so our focus stays on finding your best fit from a vetted network.
Can you handle HIPAA and PCI requirements in the RFP?
Yes. We have HIPAA and PCI-DSS compliance expertise and build those requirements into the vendor questions and the evaluation process.
Do you include offshore and nearshore vendors?
Yes. We source onshore US, nearshore, offshore and hybrid partners, so you can compare cost, proximity and cultural fit side by side.
How long does an RFP take?
It depends on scope, channels and how many vendors you invite. Engagements range from a few hours of advisory to a consultant or team on site for weeks or months. We map a timeline after the needs assessment.
We already drafted an RFP. Can you still help?
Yes. We can review your draft, add vendor questions, design site visit audits and support scoring and negotiation.
Ready to run a better RFP?
Send a few details about your contact center or BPO program. We will map out the RFP process with you and point you to partners worth inviting.
- RFI, RFP and vendor questions built for your program
- Site visit audits and vendor negotiation support
- Bids from an extensive network of vetted BPO partners
Prefer to talk? Call 952-929-0929