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CC-1404 - USA (Texas) - Contact Center Customer and Processing Staff Services - Deadline May 21,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1404

Government authority located in Texas, USA; based organization looking for expert vendor for contact center customer and processing staff services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide contact center customer and processing staff services.
- Telephone Benefit Counseling, Benefit Processing for Normal business hours are Monday through Friday (M-F) 7:00 a.m. to 6:00 p.m. Central Time (CT).
- IT Help Desk Support will be 24/7. Normal business hours are M-F 6:00 a.m. to 6:00 p.m. CT. After-hours are M-F 6:00 p.m. to 6:00 a.m. CT and Saturday and Sunday, all day.
• Telephone Benefit Counseling is to respond to incoming phone calls and email inquiries regarding retirement benefits administered, responding to benefit questions, responsibilities include educating members on retirement eligibility, refunding, service credit purchase, claims, account changes, and retirement benefits.
• Benefit Processing including determining eligibility for benefits (service retirement, disability retirement, refund of contributions, death benefits, and service credit purchase), providing written information to members and beneficiaries regarding benefits, processing member account data changes, and processing applications for benefits.
• Health and Insurance Benefits is to respond to incoming phone calls and written inquiries regarding the Health Plan administered.
• Normal business hours support includes phone support and logging tickets. After-hours support includes phone support, logging tickets and monitoring the ticket queue.
(2) Approximately IT Help Desk call volume are currently estimated at 1000 per month.
(3) All questions must be submitted no later than April 26, 2019.
(4) Respondent physical location is within a 200-mile radius of Teacher Retirement System (1000 Red River, Austin, Texas 78701).

[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, 21 May, 2019

Question Answer Deadline : Friday, 26 April, 2019

Category : Call Center and Answering, Staffing Services

Country : USA

State : Texas

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