How to Write a Call Center RFP (With a Template You Can Use Today)

Most companies that issue a Request for Proposal for call center services get back a pile of vendor pitch decks that are impossible to compare. Different pricing structures, different assumptions about volume, different definitions of the same KPIs — and no clear way to evaluate which vendor is actually the best fit.

The problem is almost always the RFP itself. A vague RFP produces vague responses. A specific RFP produces specific, comparable proposals — and it signals to vendors that you are a serious buyer who knows what you need.

Here is exactly what a strong call center RFP should include, followed by a template you can adapt for your program.

An RFP is not a wish list. It is a structured document that gives vendors enough information to propose a specific solution at a specific price — and that asks them specific questions so you can evaluate their capabilities against a consistent framework.

A good call center RFP accomplishes three things:

1. Tells vendors exactly what you need so they can price it accurately
2. Asks the right questions to surface capability and compliance gaps
3. Creates a consistent framework for comparing responses side by side

It does not need to be long. The best RFPs are 4–8 pages. What matters is specificity, not length.

Give vendors enough context to understand your business and why you are outsourcing. Include:

• What your company does and who your customers are
• Why you are looking for a call center partner (growth, cost, quality, coverage hours, or a combination)
• Any relevant history — have you outsourced before? What worked and what did not?
• Your timeline for making a decision and launching the program

Be specific about what you are outsourcing. Include:

• Call type (inbound, outbound, or blended)
• Program description — what are agents doing on these calls?
• Languages required (English only, bilingual English/Spanish, etc.)
• Any specialized knowledge or industry expertise required

This is where most RFPs are too vague. Vendors cannot price a program without volume data. Include:

• Current monthly call volume (or projected volume for new programs)
• Volume distribution by hour of day and day of week
• Peak periods (seasonal, promotional, or event-driven)
• Target service level (e.g., 80% of calls answered within 20 seconds for inbound)
• Estimated FTE count needed (if you have a view on this)

If you do not have precise data, provide a range and note that it is an estimate. Vendors can work with ranges — they cannot work with nothing.

Call centers need to integrate with your existing systems. Include:

• CRM platform (Salesforce, HubSpot, custom, etc.)
• Ticketing or case management system
• Dialer requirements (for outbound programs — predictive, power, preview, or click-to-call)
• Call recording requirements
• Reporting and analytics requirements — what data do you need, how often, and in what format?
• Any compliance-driven technology requirements (PCI DSS, TCPA, etc.)

Do not skip this section. Include:

• Industry-specific compliance requirements (PCI DSS for payment programs, state-specific DNC requirements for outbound, etc.)
• Call recording and data retention requirements
• Any regulatory environment your business operates in

Define the KPIs you will use to measure success. Be specific. Include:

• Primary KPIs and target values (e.g., FCR ≥ 80%, CSAT ≥ 4.2/5.0, conversion rate ≥ 12%)
• Reporting cadence (daily, weekly, monthly)
• Escalation thresholds — at what point do you expect to be notified of performance issues?
• Consequences for sustained underperformance

This is the section that separates good RFPs from great ones. Ask vendors to answer specific questions so you can compare responses directly. Suggested questions:

1. Describe your experience with programs similar to ours. Provide two client references in our industry.
2. Where are your agents located? Are they your employees or subcontractors?
3. What is your current agent turnover rate? How does it compare to industry benchmarks?
4. Describe your QA process. How many calls are monitored per agent per week? Who conducts monitoring?
5. How do you handle TCPA and DNC compliance for outbound programs?
6. What is your average First Call Resolution rate for programs similar to ours?
7. Describe your technology stack. What CRM, dialer, and reporting platforms do you use?
8. What is your implementation timeline from contract signing to go-live?
9. How do you handle program ramp-up? What does the first 30/60/90 days look like?
10. What happens if performance targets are not met? Describe your remediation process.

Ask vendors to provide pricing in a consistent format so you can compare apples to apples. Request:

• Per-agent-hour rate (or per-minute rate if they price that way)
• Minimum volume commitments
• Setup and implementation fees
• Technology fees (if any)
• Pricing for overtime, holiday coverage, and surge capacity
• Contract term options and any volume discount tiers

Use this as your starting point. Replace the bracketed sections with your specifics.

REQUEST FOR PROPOSAL Call Center Services [Your Company Name] Issued: [Date] Response Deadline: [Date]

1. COMPANY OVERVIEW

[Your Company Name] is a [brief description of your business]. We are seeking a call center partner to handle [inbound customer service / outbound sales / blended program] for [brief description of program].

We are evaluating vendors with the goal of selecting a partner and launching by [target date].

2. PROGRAM SCOPE

• Call Type: [Inbound / Outbound / Blended]
• Program Description: [What agents will be doing]
• Languages: [English / Bilingual English-Spanish / Other]
• Hours of Operation: [Days and hours coverage is needed]
• Special Requirements: [Industry expertise, certifications, etc.]

3. VOLUME AND STAFFING

• Monthly Call Volume: [Number or range]
• Peak Hours: [Time of day / day of week]
• Peak Seasons: [If applicable]
• Estimated FTE Requirement: [Number or range]
• Service Level Target: [e.g., 80/20 for inbound]

4. TECHNOLOGY REQUIREMENTS

• CRM: [Platform name]
• Dialer: [Requirements or existing platform]
• Reporting: [Format and cadence needed]
• Compliance Technology: [PCI, call recording, etc.]

5. COMPLIANCE REQUIREMENTS

[List applicable compliance requirements]

6. PERFORMANCE EXPECTATIONS

7. VENDOR QUESTIONS

Please respond to each of the following questions:

[Insert questions from Section 7 above, customized for your program]

8. PRICING

Please provide pricing in the following format:

• Per-agent-hour rate: $___
• Minimum monthly commitment: ___
• Setup fee: $___
• Technology fee: $___
• Contract term options: ___

The RFP is the beginning of the evaluation process, not the end. The proposals you receive will tell you a lot — but the references you call and the conversations you have with finalists will tell you more. Use the RFP to get to a shortlist of two or three vendors, then invest real time in those conversations before you decide.

Summit Call Solutions welcomes RFPs and is happy to respond to any of the questions above with specific data from current programs. Contact us to start the conversation.