CC-1265 - USA (Texas) - Inbound and Outbound Contact Center Services - Deadline November 15,2018

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1265

Government Authority located in Texas; USA based organization looking for expert vendor for inbound and outbound contact center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound contact center services during peak hours throughout the academic calendar year (12 months) during Monday through Friday from 8:00 a.m. to 5:00 p.m. (C.S.T.), except for designated colleges district holidays and closures.
- On regular semester (fall and spring) during Monday to Thursday from 8:00 am to 7:00 pm, Friday 8:00 am to 5:00 pm and every first Saturday of Month 9:00 am to 1:00 pm, on peak (January and August) during Monday to Thursday from 8:00 am to 7:00 pm, Friday 8:00 am to 5:00 pm and every Saturday of Month 9:00 am to 1:00 pm and on summer (June to July) during Monday to Thursday 8:00 am to 7:00 pm, Friday 8:00 am to 5:00 pm and No Saturday.
- Call center shall provide a two-tier contact center design with live tier 1 customer contacts, who will promptly respond to calls in support of the areas, including but not limited to: student financial aid, admissions and records, and business office and direct only complex inquiries and requests for student account modifications to the tier 2 advisor support.
- Provide and host a local Interactive Voice Response (IVR) system. Offeror shall manage the content of the call tree and support all changes, troubleshooting and maintenance.
(2) Approximate current annual call volume is 350,000 to 400,000 calls. (83,980 calls for financial aid, 43,574 calls for business office, 195,989 calls for admissions and 6,821 calls for continuing education in Fy-18)
(3) A not mandatory but strongly encouraged pre-proposal meeting will be held on October 2, 2018.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

Performance of the work will be Onsite or Offsite.

Expiry Date : Thursday, 15 November, 2018

Pre-proposal Conference Date : Tuesday, 2 October, 2018

Category : Call Center and Answering

Country : USA

State : Texas

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