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CC-1390 - USA (Washington, DC) - RFI for Consumer Complaint Center and Call Center Support Services - Deadline April 22,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1390

Government Authority located in Washington, DC; USA based organization looking for expert vendor for consumer complaint center and call center support services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide consumer complaint center and call center support services.
• Provide the American public with excellent customer service through call taking and ticket processing related to consumer inquiries and informal complaints
• Provide services and personnel, and to the extent an alternative location is mutually agreed upon, the necessary facilities, supplies, and equipment, to meet the evolving needs of the Agency’s mission to serve consumers.
• Deploy the latest best practices for call center and customer support case management.
• Develop and execute plans for monitoring, assessing, and verifying case management and quality of service.
• Meet established performance goals, including those for call response time, abandon rate, and ticket processing.
• Be flexible and responsive in meeting the FCC customer and consumer support service needs.
-  Call Routing and Distribution: The Contractor will provide and maintain an Automatic Call Distribution (ACD) system capable of routing/distributing incoming calls based on sequence of arrival/origination, inquiry type, agent availability and skills, contact center availability, or other predefined routing instructions, as specified by the Government.  The system must have separate queues for English and Spanish language calls and must have the ability to route calls to the appropriate queue based on Dialled Number Identification Service (DNIS) information.  The system shall be Automatic Numbering Identification (ANI)-enabled and possess any additional software required to support such functionality.
- Call Queuing:  The trunk and queuing capacity will be at least three times the number of agents and, if an agent is not available to answer incoming calls, the system shall provide callers with an estimated wait time in queue and a recorded message provided by the Government.   
- Call Center Equipment:  The Contractor shall provide sufficient telephones, headsets, PCs, and other equipment (including appropriate software) for the number of agents.  All PCs must meet the minimum hardware, operating system, and browser requirements for compatibility with Zendesk.  The Contractor shall provide operations and IT support to maintain all Contractor-provided equipment and software.   
(2) This bid is set aside for total small business.
(3) Contract period will be for 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 : Monday, 22 April, 2019

Category : Call Center and Answering

Country : USA

State : District of Columbia

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