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Customer Contact Council Vendor Selection Scorecard Overview

Introduction The vendor selection scorecard is intended to help members conduct an objective evaluation of a short list of final candidates. The tool helps members focus their assessment on nine major vendor attributes. Members can enter their evaluation scores for each of the criteria and then weigh all nine attributes by their own relative importance. The scorecard will calculate a composite score for each vendor for ease of comparison. Instructions 1. For each Vendor Review tab, enter a raw score ranging from 1 to 5, with 5 scoring excellent, for each of the evaluation criteria (the averages and the Scorecard Summary tab will self-populate.) 2. For the Scorecard Summary tab, assign an importance weight to each of the nine major attributes by dividing 100 percentage points among the attributes (in the light yellow boxes.) Feedback As always, the council welcomes any member feedback. If you have questions or suggestions regarding the content of this tool, please do not hesitate to click the link below to email us with your thoughts. Email the Customer Contact Council Legal Caveat The Customer Contact Council has worked to ensure the accuracy of the information it provides to its members. This model relies upon data obtained from many sources, however, the Customer Contact Council cannot guarantee the accuracy of the information or its analysis in all cases. Furthermore, the Customer Contact Council is not engaged in rendering legal, accounting, or other professional services. This model should not be construed as professional advice on any particular set of facts or circumstances.

2007 Corporate Executive Board

Source: Customer Contact Council research.

Vendor Review
Assessment of Vendor Capabilities 1Very Dissatisfied 2Dissatisfied 3Satisfied 4Very Satisfied 5Excellent Evaluation Points Raw Score Vision statements, strategic goals, and objectives Years in business Organization chart; management team Key clients, segments, and industries Industry awards Pending legal disputes; legal dispute history Examples of proactive solutions Enforcement of ethics in the organization Processes in place to protect clients IP rights Plans for future growth (market segments, services, etc.) Unique features, products, or services Viability of the business; auditor information Revenue by geographies, businesses units, products, and services Locations of contact centers and ease of travel to sites Attribute Average Description of governance models used for similar engagements Derived benefits Client case studies with emphasis on similar activities and geographies Sample profiles of relationship managers for contact center activities Attribute Average Experience with various pricing modelsper agent hour, risk reward models, etc. Structural advantages that allow it to achieve lower costs Innovative pricing models Attribute Average Access to technology experts Compatibility with our systems and integration experience Approach toward institutionalizing new technologies Attribute Average Overview of centers (seating capacity, furnishings, amenities, etc.) Communication infrastructure details (Internet connections, firewalls, email, video teleconferencing, telecommunications, etc.) Details including, network redundancy Security processes in place (physical security at contact center, cardbased access, etc.) Business continuity and disaster recovery plan. Is it certified by a thirdparty auditor? Attribute Average Methodology for knowledge transfer, training, etc. Measured benefits of quality processes and customer benefits Approach to metrics collection; monitoring and reporting mechanisms Escalation procedure definition List of communication mechanisms Attribute Average Employee numbers across roles and designations Selection processes, background checks, and flexibility to work with clients Appraisal system and rewards Certification and career-pathing programs/options Attrition statistics for the past several years Survey results and first-hand accounts Technical and soft-skills training with focus on contact center activities Attribute Average What is the approach toward change management? Description of the organizations work culture How does the vendor impart cross-cultural adaptation? Attribute Average Steps enforced by the vendor to ensure customer satisfaction Analyze reports for the past several years Repeat business as a percentage of annual revenues for past years Current customers and recent customer departures Attribute Average

Vendor A Attribute 1. Strategic and Corporate Fit

Criteria Vendors vision, values, and mission History Organization structure and profile Client profile Industry recognition Legal Thought leadership Focus on ethics Protecting clients IP Growth strategy Key services and differentiators Profitability and financial management Sources of revenue Location

2. Engagement Governance Model

Governance model Benefits of the model Track record Relationship manager profile

3. Cost Benefits Pricing models Ability to deliver cost benefits Flexibility 4. Technology Resource profile Technology integration Technology road map Contact centers Communication infrastructure Network infrastructure Security procedures Business continuity plan

5. Infrastructure

6. Process Maturity Knowledge transition Demonstrated benefits Approach to metrics Escalation procedures Communication Resource profile 7. People Development Recruitment People management Career development Attrition information Employee satisfaction Training Change management Work culture Cross cultural adaptability Processes used Third-party feedback/survey results Repeat business Referrals

8. Culture

9. Customer Satisfaction

2007 Corporate Executive Board

Source: Customer Contact Council research.

Vendor Review
Assessment of Vendor Capabilities 1Very Dissatisfied 2Dissatisfied 3Satisfied 4Very Satisfied 5Excellent Criteria Evaluation Points Raw Score Vendors vision, values, and mission Vision statements, strategic goals, and objectives History Years in business Organization structure and profile Organization chart; management team Client profile Key clients, segments, and industries Industry recognition Industry awards Legal Pending legal disputes; legal dispute history Thought leadership Examples of proactive solutions Focus on ethics Enforcement of ethics in the organization Protecting clients IP Processes in place to protect clients IP rights Growth strategy Plans for future growth (market segments, services, etc.) Key services and differentiators Unique features, products, or services Profitability and financial management Viability of the business; auditor information Sources of revenue Revenue by geographies, businesses units, products, and services Location Locations of contact centers and ease of travel to sites Attribute Average Governance model Description of governance models used for similar engagements 2. Engagement Governance Model Benefits of the model Derived benefits Track record Client case studies with emphasis on similar activities and geographies Relationship manager profile Sample profiles of relationship managers for contact center activities Attribute Average 3. Cost Benefits Experience with various pricing modelsper agent hour, risk reward Pricing models models, etc. Ability to deliver cost benefits Structural advantages that allow it to achieve lower costs Flexibility Innovative pricing models Attribute Average 4. Technology Resource profile Access to technology experts Technology integration Compatibility with our systems and integration experience Technology road map Approach toward institutionalizing new technologies Attribute Average 5. Infrastructure Contact centers Overview of centers (seating capacity, furnishings, amenities, etc.) Communication infrastructure details (Internet connections, firewalls, eCommunication infrastructure mail, video teleconferencing, telecommunications, etc.) Network infrastructure Details including, network redundancy Security processes in place (physical security at contact center, cardSecurity procedures based access, etc.) Business continuity and disaster recovery plan. Is it certified by a thirdBusiness continuity plan party auditor? Attribute Average Vendor B Attribute 1. Strategic and Corporate Fit 6. Process Maturity Knowledge transition Demonstrated benefits Approach to metrics Escalation procedures Communication Resource profile 7. People Development Recruitment People management Career development Attrition information Employee satisfaction Training Change management Work culture Cross cultural adaptability Processes used Third-party feedback/survey results Repeat business Referrals Methodology for knowledge transfer, training, etc. Measured benefits of quality processes and customer benefits Approach to metrics collection; monitoring and reporting mechanisms Escalation procedure definition List of communication mechanisms Attribute Average Employee numbers across roles and designations Selection processes, background checks, and flexibility to work with clients Appraisal system and rewards Certification and career-pathing programs/options Attrition statistics for the past several years Survey results and first-hand accounts Technical and soft-skills training with focus on contact center activities Attribute Average What is the approach toward change management? Description of the organizations work culture How does the vendor impart cross-cultural adaptation? Attribute Average Steps enforced by the vendor to ensure customer satisfaction Analyze reports for the past several years Repeat business as a percentage of annual revenues for past years Current customers and recent customer departures Attribute Average 2007 Corporate Executive Board Source: Customer Contact Council research.

8. Culture

9. Customer Satisfaction

Vendor Review
Assessment of Vendor Capabilities 1Very Dissatisfied 2Dissatisfied 3Satisfied 4Very Satisfied 5Excellent Criteria Evaluation Points Raw Score Vendors vision, values, and mission Vision statements, strategic goals, and objectives History Years in business Organization structure and profile Organization chart; management team Client profile Key clients, segments, and industries Industry recognition Industry awards Legal Pending legal disputes; legal dispute history Thought leadership Examples of proactive solutions Focus on ethics Enforcement of ethics in the organization Protecting clients IP Processes in place to protect clients IP rights Growth strategy Plans for future growth (market segments, services, etc.) Key services and differentiators Unique features, products, or services Profitability and financial management Viability of the business; auditor information Sources of revenue Revenue by geographies, businesses units, products, and services Location Locations of contact centers and ease of travel to sites Attribute Average Governance model Description of governance models used for similar engagements 2. Engagement Governance Model Benefits of the model Derived benefits Track record Client case studies with emphasis on similar activities and geographies Relationship manager profile Sample profiles of relationship managers for contact center activities Attribute Average 3. Cost Benefits Experience with various pricing modelsper agent hour, risk reward Pricing models models, etc. Ability to deliver cost benefits Structural advantages that allow it to achieve lower costs Flexibility Innovative pricing models Attribute Average 4. Technology Resource profile Access to technology experts Technology integration Compatibility with our systems and integration experience Technology road map Approach toward institutionalizing new technologies Attribute Average 5. Infrastructure Contact centers Overview of centers (seating capacity, furnishings, amenities, etc.) Communication infrastructure details (Internet connections, firewalls, eCommunication infrastructure mail, video teleconferencing, telecommunications, etc.) Network infrastructure Details including, network redundancy Security processes in place (physical security at contact center, cardSecurity procedures based access, etc.) Business continuity and disaster recovery plan. Is it certified by a thirdBusiness continuity plan party auditor? Attribute Average Vendor C Attribute 1. Strategic and Corporate Fit 6. Process Maturity Knowledge transition Demonstrated benefits Approach to metrics Escalation procedures Communication Resource profile 7. People Development Recruitment People management Career development Attrition information Employee satisfaction Training Change management Work culture Cross cultural adaptability Processes used Third-party feedback/survey results Repeat business Referrals Methodology for knowledge transfer, training, etc. Measured benefits of quality processes and customer benefits Approach to metrics collection; monitoring and reporting mechanisms Escalation procedure definition List of communication mechanisms Attribute Average Employee numbers across roles and designations Selection processes, background checks, and flexibility to work with clients Appraisal system and rewards Certification and career-pathing programs/options Attrition statistics for the past several years Survey results and first-hand accounts Technical and soft-skills training with focus on contact center activities Attribute Average What is the approach toward change management? Description of the organizations work culture How does the vendor impart cross-cultural adaptation? Attribute Average Steps enforced by the vendor to ensure customer satisfaction Analyze reports for the past several years Repeat business as a percentage of annual revenues for past years Current customers and recent customer departures Attribute Average 2007 Corporate Executive Board Source: Customer Contact Council research.

8. Culture

9. Customer Satisfaction

Vendor Review
Assessment of Vendor Capabilities 1Very Dissatisfied 2Dissatisfied 3Satisfied 4Very Satisfied 5Excellent Criteria Evaluation Points Raw Score Vendors vision, values, and mission Vision statements, strategic goals, and objectives History Years in business Organization structure and profile Organization chart; management team Client profile Key clients, segments, and industries Industry recognition Industry awards Legal Pending legal disputes; legal dispute history Thought leadership Examples of proactive solutions Focus on ethics Enforcement of ethics in the organization Protecting clients IP Processes in place to protect clients IP rights Growth strategy Plans for future growth (market segments, services, etc.) Key services and differentiators Unique features, products, or services Profitability and financial management Viability of the business; auditor information Sources of revenue Revenue by geographies, businesses units, products, and services Location Locations of contact centers and ease of travel to sites Attribute Average Governance model Description of governance models used for similar engagements 2. Engagement Governance Model Benefits of the model Derived benefits Track record Client case studies with emphasis on similar activities and geographies Relationship manager profile Sample profiles of relationship managers for contact center activities Attribute Average 3. Cost Benefits Experience with various pricing modelsper agent hour, risk reward Pricing models models, etc. Ability to deliver cost benefits Structural advantages that allow it to achieve lower costs Flexibility Innovative pricing models Attribute Average 4. Technology Resource profile Access to technology experts Technology integration Compatibility with our systems and integration experience Technology road map Approach toward institutionalizing new technologies Attribute Average 5. Infrastructure Contact centers Overview of centers (seating capacity, furnishings, amenities, etc.) Communication infrastructure details (Internet connections, firewalls, eCommunication infrastructure mail, video teleconferencing, telecommunications, etc.) Network infrastructure Details including, network redundancy Security processes in place (physical security at contact center, cardSecurity procedures based access, etc.) Business continuity and disaster recovery plan. Is it certified by a thirdBusiness continuity plan party auditor? Attribute Average Vendor D Attribute 1. Strategic and Corporate Fit 6. Process Maturity Knowledge transition Demonstrated benefits Approach to metrics Escalation procedures Communication Resource profile 7. People Development Recruitment People management Career development Attrition information Employee satisfaction Training Change management Work culture Cross cultural adaptability Processes used Third-party feedback/survey results Repeat business Referrals Methodology for knowledge transfer, training, etc. Measured benefits of quality processes and customer benefits Approach to metrics collection; monitoring and reporting mechanisms Escalation procedure definition List of communication mechanisms Attribute Average Employee numbers across roles and designations Selection processes, background checks, and flexibility to work with clients Appraisal system and rewards Certification and career-pathing programs/options Attrition statistics for the past several years Survey results and first-hand accounts Technical and soft-skills training with focus on contact center activities Attribute Average What is the approach toward change management? Description of the organizations work culture How does the vendor impart cross-cultural adaptation? Attribute Average Steps enforced by the vendor to ensure customer satisfaction Analyze reports for the past several years Repeat business as a percentage of annual revenues for past years Current customers and recent customer departures Attribute Average 2007 Corporate Executive Board Source: Customer Contact Council research.

8. Culture

9. Customer Satisfaction

Vendor Review
Assessment of Vendor Capabilities 1Very Dissatisfied 2Dissatisfied 3Satisfied 4Very Satisfied 5Excellent Criteria Evaluation Points Raw Score Vendors vision, values, and mission Vision statements, strategic goals, and objectives History Years in business Organization structure and profile Organization chart; management team Client profile Key clients, segments, and industries Industry recognition Industry awards Legal Pending legal disputes; legal dispute history Thought leadership Examples of proactive solutions Focus on ethics Enforcement of ethics in the organization Protecting clients IP Processes in place to protect clients IP rights Growth strategy Plans for future growth (market segments, services, etc.) Key services and differentiators Unique features, products, or services Profitability and financial management Viability of the business; auditor information Sources of revenue Revenue by geographies, businesses units, products, and services Location Locations of contact centers and ease of travel to sites Attribute Average Governance model Description of governance models used for similar engagements 2. Engagement Governance Model Benefits of the model Derived benefits Track record Client case studies with emphasis on similar activities and geographies Relationship manager profile Sample profiles of relationship managers for contact center activities Attribute Average 3. Cost Benefits Experience with various pricing modelsper agent hour, risk reward Pricing models models, etc. Ability to deliver cost benefits Structural advantages that allow it to achieve lower costs Flexibility Innovative pricing models Attribute Average 4. Technology Resource profile Access to technology experts Technology integration Compatibility with our systems and integration experience Technology road map Approach toward institutionalizing new technologies Attribute Average 5. Infrastructure Contact centers Overview of centers (seating capacity, furnishings, amenities, etc.) Communication infrastructure details (Internet connections, firewalls, eCommunication infrastructure mail, video teleconferencing, telecommunications, etc.) Network infrastructure Details including, network redundancy Security processes in place (physical security at contact center, cardSecurity procedures based access, etc.) Business continuity and disaster recovery plan. Is it certified by a thirdBusiness continuity plan party auditor? Attribute Average Vendor E Attribute 1. Strategic and Corporate Fit 6. Process Maturity Knowledge transition Demonstrated benefits Approach to metrics Escalation procedures Communication Resource profile 7. People Development Recruitment People management Career development Attrition information Employee satisfaction Training Change management Work culture Cross cultural adaptability Processes used Third-party feedback/survey results Repeat business Referrals Methodology for knowledge transfer, training, etc. Measured benefits of quality processes and customer benefits Approach to metrics collection; monitoring and reporting mechanisms Escalation procedure definition List of communication mechanisms Attribute Average Employee numbers across roles and designations Selection processes, background checks, and flexibility to work with clients Appraisal system and rewards Certification and career-pathing programs/options Attrition statistics for the past several years Survey results and first-hand accounts Technical and soft-skills training with focus on contact center activities Attribute Average What is the approach toward change management? Description of the organizations work culture How does the vendor impart cross-cultural adaptation? Attribute Average Steps enforced by the vendor to ensure customer satisfaction Analyze reports for the past several years Repeat business as a percentage of annual revenues for past years Current customers and recent customer departures Attribute Average 2007 Corporate Executive Board Source: Customer Contact Council research.

8. Culture

9. Customer Satisfaction

Scorecard Summary

Attribute

1. Strategic and Corporate Fit Enter Importance Weight: Average Raw Score Weighted Score

2. Engagement Governance Model Enter Importance Weight: Average Weighted Raw Score Score

3. Cost Benefits Enter Importance Weight: Average Weighted Raw Score Score

4. Technology

5. Infrastructure Enter Importance Weight:

6. Process Maturity

7. People Development

8. Culture

9. Customer Satisfaction Enter Importance Weight: Average Weighted Raw Score Score

Scores

Enter Importance Weight: Average Raw Score Weighted Score

Enter Importance Weight: Weighted Score Average Raw Score Weighted Score

Enter Importance Weight: Average Raw Score Weighted Score

Enter Importance Weight: Average Weighted Raw Score Score

Average Raw Score

Vendor A Vendor B Vendor C Vendor D Vendor E Total Avg

Total Importance Weight

0.0% Please ensure Importance Weights sum to 100%

TOTAL WEIGHTED SCORES Vendor A Vendor B Vendor C Vendor D Vendor E 0.00 0.00 0.00 0.00 0.00

Assessment of Vendor Capabilities: 1Very Dissatisfied 2Dissatisfied 3Satisfied 4Very Satisfied 5Excellent

2007 Corporate Executive Board

Source: Customer Contact Council research.

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