Prof Eulid

BU3310: Week 5 Supply-Chain Management and Inventory Strategies

Analysis 5.1

Vendor Selection

1

Assume that you are the vice president (VP) of a utility company. Your company has been struggling with

productivity in answering customer calls. You have decided that the best approach to address the issue is to

outsource the call center operations.

In context of the presented situation, research the ITT Tech Virtual Library and the Internet and write a paper

addressing the following:

Identify the key criteria for rating prospective call center vendors.

Identify at least two current call center vendors.

Review the services offered by the call center vendors you identified and determine if they meet the key

criteria you identified. Relate each of their offerings to your key criteria.

Tip: To refine your research in the ITT Tech Virtual Library and the Internet, consider using keywords, such as “call

center vendors,” “outsourcing vendors,” “call center vendor management,” “call center suppliers,” and “call

center vendors and technology providers.”

Submission Requirements:

Submit your response in a minimum of three pages in a Microsoft Word document.

Include a “References” page, highlighting the resources used. All citations should be in APA format.

Adhere to the standard English grammar, spelling, and punctuation requirements. See ITT Tech Virtual

Library> Reference (tab)> Frequently Used Categories> Grammar, Writing and Style> APA Formatting

and Style Guide for help in APA formatting.

Font: Arial, 12-point, and double-spaced.

Evaluation Criteria:

Click here to download the grading rubric. Your submission will be evaluated using this rubric based on the

following points:

Did you list the rating criteria for prospective call center vendors?

Did you list two current call center vendors?

Did you document the services offered by the call center vendors?

For each service that is offered by the vendors, did you match them to the rating criteria?