CC-1282 - USA (Texas) - Quality Monitoring Services for Utility Contact Center - Deadline October 30,2018

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1282

Government Authority located in Texas; USA based organization looking for expert vendor for quality monitoring services for utility contact center.

[A] Budget: Looking for proposal

[B] Scope of Service:

Vendor needs to provide quality monitoring services for utility contact center to monitor utility contact center calls/transactions and score them according to city energy’s established quality standards.
- Contractor will assume full responsibilities for administering QA’s Call monitoring process
- Contractor will also identify and submit trends via reporting and data analytics and provide constructive feedback to quality management in order to drive continuous improvement
- Contractor is trained on city energy call monitoring process.
- Contractor assumes responsibility of administering call monitoring after city energy
issues notice-to-proceed.
- Contractor recommends process improvements and receives city Energy’s acceptance to implement
- The number of Customer Service Representatives (CSRs) monitored on a monthly basis can
range from 200 to 250
- Training on city energy process and protocol in order to become familiar with utility contact center systems and processes and training includes an online computer-based training course, and a review of policies and procedures pertaining to customer privacy and data handling.
- Call Monitoring to Conduct call monitoring of 15 customer calls (inbound and outbound) per CSR, per month
- Monitor calls of varying lengths: less than 4 minutes; 4 to 10 minutes; 10 to 30 minutes; and more than 30 minutes
- Ensure that the calls selected for scoring are not older than two business days.
- Ensure that calls monitored are evenly distributed throughout the month.
- The Contractor shall report critical errors via email to the quality management group using the email distribution list within 24 hours of discovery
- Ensure each CSR has at least 15 calls monitored per month
- The calls selected for scoring should have varying call durations, consistent with the available call length distribution patterns. Contractor is strongly encouraged to prioritize monitoring of calls that are 10 minutes in duration, or longer.

[C] Eligibility:

Onshore (USA Only)

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office premises.

Expiry Date : Tuesday, 30 October, 2018

Category : Call Center and Answering

Country : USA

State : Texas

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