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Primary Matters Improves Bidding Process for Outsourcers

Kenwood, CA – (September 29, 2005) – Primary Matters, Inc., expert provider of activity-based customer support analysis, releases a new White Paper titled “Contact Center Outsourcers! Prepare RFP Responses that Win Projects”. This paper discusses how using activity-based analysis enables outsourcers to prepare competitive and profitable bids that win business and meet customer requirements.

Outsourcing contact center customer support functions is an increasingly common business practice, and the number of outsourcing companies is continually growing to meet the demand. With the number of outsourcers climbing at a dramatic rate, the attempt to win contracts grows more and more competitive. The struggle then becomes to prepare a bid that is low enough to win business but high enough to support the resources needed to meet customer demand (and, of course, make a profit).

At one time, most projects were considered profitable simply because they would generate revenue. In preparing an RFP response, the outsourcer would consider the resources needed to meet demand on a high level (such as personnel and equipment), and incorporate those costs into the bid. Using this process, the outsourcer often found themselves at odds with the client. The reason for this disconnect is the original contract did not allocate the necessary resources to meet the Service Level Agreement due to unrealistic projections of the volume of work.

Using The Primary Matters Guide, an activity-based planning, budgeting and business impact analysis solution, an outsourcer created an RFP response for a large non-profit organization wanting to outsource their member services. In reading this paper, you will learn how The Guide enabled them to identify the cost of each activity involved in meeting the client’s objective, and prepare a credible bid that satisfied both the client needs and the outsourcer’s profit goals.

Brian Hinton, President of Primary Matters, Inc. and author of the paper, stated, “Activity-based analysis is changing the way that outsourcers view potential business, and is an extremely effective method of preparing an RFP response to win profitable contracts. This process enables you to define the resources and activities required to meet the customer demand at an actionable level, as well as perform scenario analysis to safeguard efficiency if the volume of work differs from client projections”.

To receive your free copy of this article, visit the Primary Matters website at the following link:

Contact Center Outsourcers! Prepare RFP Responses that Win Projects


About Primary Matters, Inc.

Primary Matters, Inc., provides software products and services that enable activity-based budgeting, planning and business impact analyses. The company’s solution improves budgeting processes and planning decisions in virtually any operationally intensive business environment. Its flagship product, The Primary Matters Guide® is activity-based, content rich software that uncovers underlying costs of corporate functions such as contact centers, sales groups, field organizations, technical support groups, and any other operational function that is activity, task and resource based. With The Guide, business goals are linked to the resource requirements needed to meet these goals. For more information call (902) 794-7095, or visit


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Last modified: May 31, 2006 .