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Introduction

This multi-tabbed spreadsheet is a template that can be used to gather pricing inputs from suppliers for Contact Center outsourcing situations.  The template facilitates evaluation and comparison of multiple suppliers, identifies impact of volumes on pricing, assesses supplier flexibility and determines overall cost and complexity of managing the relationship.

Scope

The scope of this pricing template is restricted to Contact Center sourcing situations only. This template endeavors to capture the following details:

• Transition price of all Contact Center processes
• Transition phases of each process
• Baseline volume details specific to each Contact Center process situation
• Unit price data based on Tiered pricing and ARC/RRC pricing methods
• Termination cost for convenience
• Hourly rate cards for resources based on skills, job titles, and location (offshore, onsite or onshore)

Contents

The pricing template for Contact Center allows buyer vendor management teams to gather pricing inputs from suppliers for Contact center outsourcing situations. This multi-tabbed spreadsheet comprises instructions, assumptions, implementation, baseline volumes, unit price methods, termination costs and rate cards.

The MS Excel-based tool has one to two worksheets for each of the sections mentioned above.

Transition pricing tab helps in summarizing cost per phase and provides placeholders to detail each of the phases.

Baseline volumes tab details volumes of each RUC (Resource Unit Category) which is the key driver of underlying price structures. Total headcount based on locations are also taken into account.

The Pricing method tabs cover two types of pricing methods – Tiered pricing and ARC/RRC based pricing. The total pricing tab helps in calculating the total solution price, including all transition and ongoing prices. Ongoing prices are provided based on the two pricing methods. Each of these spreadsheets is stratified by Contact Center processes.

Statement of Work (SOW) & Service Level documents are available by business function: 

Contact Center   |   Finance and Accounting   |   Human Resources

IT Infrastructure   |   IT ADM   |   Procurement