Outsourcing RFP Checklist + Vendor Scorecard (Template Included)

The fastest way to choose the right outsourcing partner is to standardize evaluation. Here’s a compact RFP structure you can copy.

RFP sections

1. Scope: channels + volumes + languages (voice/email/chat/social/in-app)
2. SLA & KPIs: FRT, AHT, FCR, QA, CSAT
3. Security: PCI DSS (if payments), ISO 27001 (ISMS), access controls, encryption
4. Operations: QA model, escalation rules, real-time monitoring
5. Reporting: dashboards + weekly/monthly cadence
6. People: hiring, training, retention
7. Pricing: per seat, per hour, per contact, hybrid models
8. Governance: QBRs, client success structure

Scorecard (simple weighting)

• Security 25%
• Operations 25%
• Reporting 15%
• Talent 15%
• Cost 10%
• Flexibility 10%