Vendor Selection for Three Call Centers

Paper Summary:

In this paper, three vendors in competition for the installation of a call center are evaluated. The selection criteria is listed first and includes the rationale for the criteria. Then each vendor (Avaya, Siebel, Lucent Technologies) is evaluated using the criteria. A summary table of
the evaluations summarizes the findings. Finally, the recommendation for the vendor that would be most appropriate for installing the call center is presented.

From the Paper:

"In order to provide customer satisfaction, our agents must have functional built into their telephone stations to provide good feedback, quick response and quality data capture. The agents have requested that the stations have Hold function, Music Waiting function, headsets, Voice Messaging, Forward Calling, Personal and Global Announcement capabilities. The telephones have to be scalable to include new features in the future. Agents have also request several desirable capabilities to increase performance. They are Spell checking, minimal data entry, training, search Management and Data Quality Matching to increase customer satisfaction. In order to ensure that the data collected is utilized in the future, a quality repository for trouble tickets, service orders and returns orders will be required. An online repository of Marketing and Service Materials would also be desired to answer customer questions quickly and accurately."

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