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CC-1372 - USA (Maryland) - RFI for Contact Center Services - Deadline March 27,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1372

Government Authority located in Maryland; USA based organization looking for expert vendor for contact center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide contact center services to handle inquiries on behalf of NCI. The Contractor shall provide and manage a bilingual (English and Spanish) omni-channel contact center in support.
-  Provide telephone, e-mail, Live Help, social media, postal mail inquiry responses, and clinical trials searches, in English and Spanish, based on NCI approved handling procedures and other tools and resources;
- Expand Quitline services for Veteran callers. Quitline currently averages approximately 300 calls and 250 proactive call backs monthly. It is estimated that approximately 2,200 calls per month will be generated once the Quitline reaches maturity.
- Provide a proactive call-back service, within one to two weeks following the determination of the quit date, with a maximum of 4 call-backs for each quit attempt. The call- back dates shall be guided
- Hours of operation:
1. Telephone Service:  9:00 a.m. – 9:00 p.m. Eastern Time, Monday – Friday
2. Live Help Service:  9:00 a.m. – 9:00 p.m. Eastern Time, Monday – Friday
3. Automated Interactive Voice Response (IVR) and Voicemail support during Overnight Hours, Weekends, and Government Holidays. During overnight hours, weekends, and holidays, the NCI Contact Center shall post a recorded message that the center is closed. The message shall include:
a. The operating hours of the contact center and a welcoming message asking callers to call back to the NCI Contact Center during normal business hours; and,
b. The web address of the NCI website and NCI email / Social Media addresses.
- The Contractor shall provide and manage a bilingual (English and Spanish) omni-channel contact center in support of the following scope of work:
1. Cancer information along the cancer continuum;
2. Clinical trials information, education, recruitment, and case management;
3. Smoking cessation counselling and information;
4. Information about NCI and its Divisions, Offices, and Centers (DOCs), programs, priorities, and activities.
(2) Contract period will be for five years.

[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 : Wednesday, 27 March, 2019

Category : Call Center and Answering

Country : USA

State : Maryland

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