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CC-1329 - USA (Illinois) - Call Center Support Services - Deadline January 22,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1329

Government Authority located in Illinois; USA based organization looking for expert vendor for call center support services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide call center support services for student financial aid office.
- Ability to match office hours of the student financial aid office, typically Monday to Friday 8:00-4:30.
- Call Center support to the financial aid office and include the following elements ability to offer great customer service, weekly reporting on call volume, duration of calls, drop rate, wait time, agents available, point of contact designated for troubleshooting and problem resolution, ability to access and operate banner information systems, phone number, provide staffing to cover extra volume during peak time (especially August), an 800 number available for forwarding calls, infrastructure to handle multiple calls at once, client portal for escalation tracking/ticketing system for calls where an agent in unable to answer caller’s questions and ability to match office hours of the student financial aid office.
(2) A receives phone calls throughout the year (15,000 excluding July/August) with a higher call volume in the summer (approx. 10,000 for July/August).
(3) All question must be submitted no later than January 11, 2019.
(4) Contract period will be one year.

[C] Eligibility:

- Onshore (USA Only);

[D] Work Performance:

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

Expiry Date : Tuesday, 22 January, 2019

Question Answer Deadline : Friday, 11 January, 2019

Category : Call Center and Answering

Country : USA

State : Illinois

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