A consumer support line was operated internaly by the client, and outsourcing it was a goal, making it a variable cost.
The business model that the client wanted was task driven payment, so some 70 different call center tasks were typified, each with a different unit cost.
Responses to the RFP with unit prices, applied to the total estimate of tasks for the next 3 years, ranged from 7M EUR to 3M EUR.
The client then decided that there was room for improvement, and choose 5 contenders for an auction. The bidders only bid total contract value, slipt into 3 categories (inbound tasks, outbound tasks and backoffice tasks) that later would have to be fundamented using unit prices and tasks amount projections.
As a final result of the auction, there were 2 winners: one competitor won the contract for the inbound outbound tasks, and other competitor won the backoffice contract.
The final value of the contracts was 2.3M EUR, 23% below the best bid of the RFP!