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CC-1414 - USA (Colorado) - Inbound and Outbound Call Center Services - Deadline May 10,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1414

Government Authority located in Colorado; USA based organization looking for expert vendor for inbound and outbound call center services.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide inbound and outbound call center services to help recruit and qualify student leads that are transferred to our internal office.
- Call center that can handle initial contact with prospective students via inbound and outbound calls, emails, text messages, and perhaps a life chat.
- Vendor will recruit, hire, train and staff the appropriate number of dedicated agents utilizing full time equivalents (FTEs) to perform the work. An FTE is defined as forty (40) payroll hours per week.
- Vendor will work with the office to determine service schedule - number of contact attempts per lead and service schedule hours.
- Vendor will provide success metrics (contact and transfer rates) to the office on an agreed upon schedule.
- Key details such as file transfer, scripting, data collection, reporting and other client specific needs will be reviewed during implementation and mutually agreed upon between the vendor and the office.
- Vendor shall provide all application support solutions including but not limited to: Auto-dialer and
SMS and text platform required to provide the call center services to the office.
- Vendor will be responsible for contacting prospective student leads on behalf of university office of digital education, and then qualify and transfer these leads to our internal office.
- Operations:
• Campaign Management
• In and outbound calling
• Click to Chat
• E-mail
• Texting
• Dialer and switch management
• Motivation and team management
• Performance management
• Training and development
• Workforce management
- Technology:
• Data management and programming
• Hardware
• Help desk support
• Internet and local telecom
• Data feeds
• Software licensing
- Client Services:
• Account management
• Account strategy
• Executive consultation
• Project management
- Facilities and Support:
• Analytics
• Compliance
• Quality assurance
• Training
• Workforce management
- Human Resources:
• Agent recruiting (full and part time)
• Benefits and payroll admin.
• Personnel management
(2) Approximate work volume is 50,000 incoming student inquiries.
(3) Contract term 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 : Friday, 10 May, 2019

Category : Call Center and Answering

Country : USA

State : Colorado

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