CC-1422 - USA (California) - Municipal Utilities Call Center Services - Deadline June 28,2019

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1422

Government authority located in California, USA; based organization looking for expert vendor for municipal utilities call center services.

[A] Budget: Looking for Proposal

[B] Scope of Service:

(1) Vendor needs to provide municipal utilities call center services for operation answers calls between 8:00 a.m. and 5:00 p.m., Monday through Friday, excluding City observed holidays.
- Outgoing calls responding to fax and email inquiries and service requests, processing
service requests received via the on-line self-service portal, and responding to after-hour
voice messages.
- To process customer transactions relating to the billing, payment and collections, and service change requests for the electric, water, wastewater and garbage services.
- Utilizes a hosted Vertex eCIS+ billing software for all utility-related customer transactions, including account creation and maintenance, billing, payment processing, credit and collections, and service order management.
- Hosted (out-sourced) third party Call Center operation that handles call-in customer telephone transactions and telephone automated payment transactions.
- Creation of account extensions and payment arrangements, handling of billing inquiries, and
providing information and education about utility-specific programs such as other payment and payment assistance options.
- Telephone calls must be free of echo, choppiness, sound artifacts, poor sound quality and dropped calls.
- Ability monitor calls (both live and recorded).
- Ensure security to protect customer sensitive information and account data.
(2) Approximately call volume will ranges between 7,349 and 12,311 calls per month.
(3) All questions must be submitted no later than June 6, 2019.
(4) Contract period will be seven years.
(5) The call center must be located in the United States.

[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, 28 June, 2019

Question Answer Deadline : Thursday, 6 June, 2019

Category : Call Center and Answering

Country : USA

State : California

RFP Expired

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