Crafting an
RFP to Outsource Customer Support

Includes a Complete RFP Template!

More and more companies are using RFPs to outsource customer support, even for small teams. RFPs allow you to objectively compare bids from multiple business process outsourcing (BPO) vendors, and can often help you get a lower price. But issuing an RFP and managing the process can be stressful and time consuming.

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We assembled this guide to help you understand the process of crafting an effective RFP to outsource your customer support team. In addition, we’ve included an RFP template you can download and use as-is.

What is an RFP?

Request for Proposals (RFPs) are business documents that companies use to announce a project. RFPs typically contain valuable information about the customer support team being outsourced, such as a company profile, ticket types, ticket volume, channels, tech stack, hours of operation, contract terms and conditions, and criteria you are using to make your decision.

In addition, they contain all the questions that you want each submitter to answer. Building your own RFP from scratch can be time consuming. That’s why we’ve created this guide, which comes with a template that you can download for free.

Download our RFP template!

Our downloadable RFP template is an Excel document that includes all the questions that you should be requiring and asking from vendors and/or potential business process outsourcing (BPO) partners. Download and use it as is, or adapt it based on your own needs.

What else is in the guide?

In addition to the template, our guide includes:

A step-by-step process on how to write an RFP

Pricing overview across various geographies.

Questions to ask the BPO sales team

An example RFP timeline

Differentiating between an RFP and RFI

Identify vendors to include in the RFP

And More!

About Peak Support

Peak Support is an award-winning customer service outsourcing company that provides exceptional quality for the world’s most innovative brands. Our 2,000 global employees serve clients in all industries, in teams ranging from person to hundreds. We specialize in serving emerging or growing brands who need a high level of support.

We have the highest Glassdoor rating in the industry and only accept out of every 30 applicants. Happy agents deliver the best results; that’s why we have an average QA score of 95% across all of our clients.

Are you looking for an exceptional BPO partner to manage and scale your team?