Think of SSA as having already completed your RFI. We have vetted many of the contact center vendors around the world and have chosen to work with a select few that meet our qualifications. This process includes a review of their performance metrics and site visits to many vendor locations. We also check client references for each vendor and interview their current and previous customers.

Keeping on top of the contact center industry is fundamental to who we are. We know the global market and the best-in-class providers in each geography, whether US-based, near-shore, or offshore – including emerging locations. We analyze industry mergers, acquisitions, and new entrants and how they may affect current and future market conditions and clients. We analyze site locations to assess the local BPO employment environment and saturation to identify emerging locations with demonstrable capabilities.

We compile this data and market analysis in our knowledge base of defined provider capabilities, and then identify the best vendors and locations for each buyer client on an individual basis based on our detailed evaluation of buyer requirements and preferences.

You are under no obligation to engage any of the vendors we recommend and remain in full control of your RFI/RFP process. Our role is to identify and connect you to the right set of providers based on your unique requirements. You negotiate directly with the vendors, evaluate them based on your own criteria and your service agreements would be directly with the selected vendor.

We are continuously updating our portfolio of vendors based on assessments of changing market conditions. We have reviewed over 300 contact center vendors, with locations in over 130 countries, but only a select few are chosen for our matching program based on their proven performance record.

Our network has over 190 contact center locations globally with a strong concentration of site options in the United States and nearshore.

Finding the right sized vendor is a very important component of your outsourcing strategy. If you choose a vendor that is too small for your business, they may not be flexible enough or have the financial resources to grow with your business. You don’t want to be the big fish in a little pond when it comes to outsourcing.

If you select a vendor that is too big for your business, you may not be their highest priority client and may not have the best resources assigned to your account. It’s best to work with a vendor that is right-sized for your business. One with the resources to handle your business as it grows but who will also value you as a significant portion of their revenue stream.

Our certified vendor network includes US boutique vendors with as few as 500 agents up to providers with international capabilities and over 20,000 agents. Our vendors have sites in 35 countries and serve all major industries in 32 languages. Chances are we have a few vendors that are just right for your business.

We are compensated by vendors in our portfolio only after an agreement is reached with one of our buyer clients. These costs are accounted for by our vendors in their normal business development budget in place of in-house sales compensation, so it does not increase a vendor’s cost structure.

We have the same business model with all our vendors so there is no incentive for SSA to recommend one over the other. And, there are no fees to our buyer clients for SSA’s matching services.

We connect our vendors to new customers that they might not otherwise identify or engage. And the cost to vendors for our services is often less than the expense they would otherwise incur for in-house salespeople. This enables them to offer our buyer clients the most competitive pricing. Our vetting process ensures the vendors in our portfolio consistently deliver an exceptional customer experience and this certification offers them a competitive advantage over other vendors not in our portfolio.